Service quality is a fundamental dimension of social security delivery. Not only does it support the efficiency and effectiveness of social security, but it also contributes to building trust between citizens and governments at a broader level. This course uses the ISSA Guidelines on Service Quality as a framework to learn innovative approaches to improve service performance in day-to-day actions and business processes. This is one of seven courses run in partnership with the International Social Security Association (ISSA) offered in an innovative e-learning format from 2020.
This highly specialized course enables you to join a virtual global network of social security practitioners flexibly and without needing to travel.
Learning begins at own pace, continues through high-quality, engaging "real time" sessions and ends with an individual assignment
Critical insights from professionals of ISSA member organizations
The E-Learning course on ISSA Guidelines on Service Quality aims to assist social security institutions to improve service performance in the day-to-day actions and business processes. Social security institutions are at different stages in developing service quality. While every institution strives to operate an efficient and effective social security system, delivery mechanisms and customer experiences vary widely. Quality service is an investment in 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 the design and implementation of social security programmes in the area of service quality who are interested in applying the ISSA Guidelines. Course learning materials and tuition will be offered online in English. The following requirements are therefore essential to participate in this course: - The ability to use and access a computer with internet - Working knowledge of written English
This course uses the ISSA Guidelines on Service Quality as a framework for assessing challenges and identifying innovations.
This new e-learning course is designed specifically for social security professionals from ISSA member organizations.
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 1 June to 10 July 2020, for an estimated total of 60 learning hours.
The course is broken down into three phases: