The communication unit allocates and spends its budget to achieve its goals in the most effective and cost-efficient manner.

Communication is an essential part of the institution’s strategic plan. It identifies shared objectives, aligns the work of staff and resources and sustains stakeholder support internally and externally.

A strategic plan spells out the key business strategies and plans of action of an institution over a three- to five-year period.

The institution fully meets all statutory requirements with regard to reporting requirements, disclosure and access to information.

Communication for social security administrations requires establishing policies and practices to carry out the wide spectrum of communication-related activities in support of the overall mandate of the institution and of the specific needs of internal units. Such policies and practices aim to guide the institution to:

To increase the efficiency and effectiveness of its communication activities, the institution identifies the major groups and sub-groups of its stakeholders.

The institution remains in touch with its internal and external stakeholders in order to listen before speak.

Communication is a strategic tool that is used to motivate and inspire employees to work as a coherent team, in the pursuit of excellence.

All information communicated is accurate, clear, verifiable, relevant, timely and up-to-date. Personal information is protected and only used for the purpose for which it was collected.

Social security institutions are custodians of large quantities of personal information that must be strictly protected.

The communication framework, strategies and plans emanate from the mandate, mission and vision of the institution. Communication reinforces the institution’s abiding commitment to its mission, vision and values.

Institutions should be guided by principles on communication, laying the foundations on which governance and the management of communication activities are to be performed.

The specific guidelines in this section are:

• Communicating the institution’s mandate
• Values and ethics in communication
• Communication as a leadership tool
• Consulting and engaging with stakeholders
• Segmenting stakeholders into groups