ISSA GUIDELINES, KNOWLEDGE-SHARING AND INNOVATION
This course on the ISSA Guidelines on Service Quality aims to assist social security institutions in improving service performance in their day-to-day actions and business processes. Social security institutions are at different stages in service quality development. While every institution strives to operate an efficient and effective social security system, delivery mechanisms and customer experiences vary widely. Service quality is a key aspect of the efficiency and effectiveness of social security delivery, leading to greater trust and confidence in the social security system and better social outcomes.
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.
This course uses the updated ISSA Guidelines on Service Quality as a framework for assessing challenges and identifying innovations.
The course consists of 60 total hours of learning, broken up into three phases.
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