Service Quality
Service Quality
ISSA GUIDELINES, KNOWLEDGE-SHARING AND INNOVATION
18–22 May 2026
The course is available in English
Introduction to the course
Service quality is fundamental to ensuring the effectiveness of social security, and its capacity to build trust between citizens and governments at a broader level. This course draws on international best-practice guidelines to explore how to improve service performance in day-to-day actions and business processes. This is one of eight courses run in partnership with the International Social Security Association (ISSA) held simultaneously at the Turin Centre. Join a network of social security practitioners in this highly specialized course.
Who attends this course?
The course is designed for social security professionals of ISSA member organizations. Participants should hold positions directly related to service quality as an aspect of the design and implementation of social security programmes and should be interested in applying the ISSA Guidelines. The following requirements are therefore essential for participation in this course: the ability to access and use a computer with an internet connection; a working knowledge of written English.
What will I learn?
This course uses the updated ISSA Guidelines on Service Quality as a framework for assessing challenges and identifying innovations.
- Service quality framework: what is it, why is it important, and how can I develop one?
- Engaging with participants: aims, benefits, and modes of engagement
- Product development lifecycle: how should service design be organized and implemented
- Service fundamentals: how to identify priority methods for service improvement
- Measurement and feedback: how to measure, benchmark, and analyze
- Service culture: creation and sustainability
- Continuous improvement: how to create a management philosophy.
What will I be able to do?
- Understand core approaches to improvement in service quality based on international best practices
- Identify roles and responsibilities of social security professionals in the field of service quality
- Utilize the ISSA Guidelines as a framework for improvement in service quality within national social security institutions
- Develop country-tailored innovations drawing on experiences in other countries.
Why should I join?
- ISSA-accredited experts with decades of international experience in social security administration
- Join and interact with a global network of professionals from other ISSA member organizations to share learning and best practices
- Mix of training methods: lectures, plenary discussions, good practices, case studies, group work and individual exercises
- Successful participants receive an ITCILO Certificate of Achievement.
How?
The course consists of 60 total hours of learning, broken up into three phases.
- Pre-course (10 hours): Self-guided study through the online eCampus platform. Includes a pre-course assessment
- Residential week (45 hours): 5-day interactive sessions at the ITCILO in Turin, including developing an individual presentation
- Post-course assignment (5 hours): Individual assignment applying ISSA Guidelines to the participant’s organization.
Learn more about the course from your tutor
Learn more about the course from former participants
Prove your skills with a Diploma
This course is part of a Diploma programme: To achieve the Diploma, successful candidates must complete four courses within a five-year period and undertake a capstone assessment
