Guideline 18. Formulating a service delivery plan
The institution designs a citizen-centric service delivery plan that balances service with resources and establishes a road map for improvement.
F. Delivering Services and Benefits in a Timely, Accurate and Effective Way
Social security institutions should effectively provide benefits and services that respond to the specific needs and circumstances of difficult-to-cover groups.
The specific guidelines in this section are:
- Formulating a service delivery plan
- Making optimal use of electronic payment and e-services
- Maintaining an adequate network for personally delivered/virtual services
- Improving coordination and the portability of social security rights and benefits
Guideline 17. Adopting a proactive strategy on addressing administrative error, evasion of contributions and fraud
The institution defines a strategy on administrative error risk management, evasion of contributions and fraud control for difficult-to-cover groups as part of its overall compliance strategy that gives due consideration to the processes, people (internal and external), data and technology.
Guideline 16. Supporting voluntary compliance and formalization
The institution combines administrative solutions with supporting policy measures to foster compliance with minimal intervention required.
Guideline 15. Collaborating with other organizations to collect contributions and enforce compliance
The institution collaborates with external organizations on operational processes to collect contributions and enforce compliance among difficult-to-cover groups.
Guideline 14. Adopting appropriate methods for and frequency of contribution payments
The institution attaches great importance to electronic payment, and uses the most appropriate methods for and frequency of contribution payments in light of the needs and capacities of targeted groups.
Guideline 13. Formulating appropriate bases for the establishment of contribution rates
The institution establishes calculation bases and contribution rates that are transparent and adapted to the needs of difficult-to-cover people.
E. Identifying Proper Solutions to Collect Contributions and Improve Compliance
Compliance regarding the payment of contributions is important for all types of contributory schemes, including voluntary and subsidized ones, as it provides the evidence of eligibility and ensures the financing for the accrued benefits.
The specific guidelines in this section are:
Guideline 12. Implementing data quality assurance mechanisms
The institution establishes data quality assurance mechanisms to guarantee the integrity of the relevant administrative processes.
Guideline 11. Facilitating the registration process
The institution adopts appropriate measures to facilitate effective registration of difficult-to-cover groups.