E-Learning on Service Quality
Introduction to the course
The e-learning 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.
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. Course learning materials and tuition will be offered online in English.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 recently 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?
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ISSA-accredited experts with decades of international experience in social security administration are the trainers
- Join and interact online with a global network of professionals from other ISSA member organizations to share learning and best practices
- This new e-learning course consists of a blend of online resources on good practices and case studies, “real time” interactive sessions led by highly experienced trainers, individual and collaborative group exercises using our eCampus platform
- Successful candidates receive an ITCILO Certificate of Achievement.
How?
The course consists of a number of online modules offered through the eCampus online platform to be completed over a period of six weeks from 2 May – 10 June 2022, for an estimated total of 60 learning hours. The course is broken down into three phases.
- Pre-course learning: Flexible (asynchronous) self-guided online learning on eCampus and an end of phase assessment.
- “Real time” learning: Live interactive sessions and engaging video presentations by highly experienced trainers, blended with individual and collaborative group exercises, peer-to-peer assessment and online technical forums on eCampus.
- End of course assignment: Individual assignment applying ISSA Guidelines to the participants organization. Participants who successfully complete all assessments and the final assignment will receive a Certificate of Achievement.
