Guideline 1. The service quality framework

Guideline 1. The service quality framework

App folder
sites/default/files/images/guidelines/COLL08-GL01/
Guideline code
SQ_00200
Old code
COLL08-GL01
Weight
1

Strategic planning

As a first attempt, the Public Authority for Social Insurance (PASI) prepared and adopted the first phase of its strategic plan to cover the period 2011-2015. In the final stage of strategic planning we took into account the principles of good governance in general and benchmarking with best practices from all over the world.

Toward 100% coverage: Proactive registration of non-Saudi workers

Registering employees as contributors in GOSI's (General Organization for Social Insurance) system as soon as they are employed by establishments is a vital step as it ensures the social security of those employees. Unfortunately employers sometimes are late in registering their employees, or the registration might contain missing or incorrect information, which can be detrimental to their wellbeing, and this usually happens to expatriate workers.

Service delivery reform and our digital journey

Driven by a commitment to providing Australians with access to convenient and cost effective services, the Service Delivery Reform programme (SDR) was announced in 2009. This AUD $1.25 billion programme included transforming the delivery of government social welfare services and integrating three large, separate service agencies into the Department of Human Services (the department).

Good governance and service quality

The Employees  Provident Fund Organisation (EPFO), under the Ministry of Labour & Employment, Government of India provides social security benefits to its members in terms of provident fund and old age pensions under the Employees' Provident Funds & Miscellaneous Provisions Act, 1952 (referred to as the Act hereafter), enacted by the Parliament of India, which extends to the whole of India except the state of Jammu and Kashmir.

Service quality

  • Evolution of the achievement rate based on the time required for the completion of the transaction of the average time of treatment (10-15) days.
  • Target rate of accomplishment increased from 70 to 98% (2011-2013) after analysing the reasons for the transaction delays (support by workers (manpower)/adopt new mechanisms to deal with the Ministry of Finance).
  • Reduce the frequency rate (by directly communicating with clients).
  • Preparation and special paper key performance indicators for social security institutions.
  • Execute the plan