The board establishes human resources policies that enable the management to identify, develop and retain talented staff who could take on greater responsibilities in the institution. Policies based on the principles of transparency and merit are fundamental to professional fulfilment, staff morale and personal satisfaction. The work environment and institutional culture, more than monetary compensation, draws and keeps skilled and talented people in the institution.

To ensure a competent, dynamic and dedicated workforce, the board establishes policies and programmes that provide for the continual development, upgrading of skills and training of staff.

Performance appraisal is embedded in the institution. The objectives of individual staff members are clearly aligned with the strategic objectives of the institution.

The institution’s human resources policies, rules and regulations are fair, impartial, well defined, documented and widely disseminated to all staff to protect the integrity of the recruitment process, to minimize political considerations and to enhance transparency and predictability. These include a policy of employment equity and protection against harassment.

People – and the talent, experience and capacities that they have – are key to an organization’s performance, resilience and dynamism. The board and management must continually ensure that the institution’s human resources policies are able to attract, develop and retain competent staff, and inspire staff loyalty to the institution. Effectively managing the institution’s human resources – hiring, compensating, retaining, training, mentoring and developing – is key to the successful governance of any organization.

The board and management continually aim to improve and to develop new services for members and beneficiaries.

The institution provides its members with quality service in the distribution of programme benefits.

The institution provides its members with quality service in the collection of programme contributions.

The raison d’être of a social security institution is to administer the rights and obligations of members and beneficiaries. Efficient administration and the provision of quality service strengthen the credibility of the institution and enhance member and beneficiary support for it.

These three guidelines will assist in providing service quality standards to programme members and beneficiaries.

The board and management protect the institution from all forms of corruption and fraud in the payment of programme benefits.