E-Learning on Service Quality
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.
Key features
LEARN DIFFERENTLY
Integrated e-learning
THREE PHASES
Learning begins at own pace, continues through high-quality, engaging "real time" sessions and ends with an individual assignment
PEER-TO-PEER ASSESSMENT
Critical insights from professionals of ISSA member organizations
Introduction to the course
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.
Who attends this course?
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
What will I learn?
This course uses the 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
- Utilise the ISSA Guidelines as a framework for improvement in service quality within national social security institutions
- Develop country-tailored innovations drawing on experience from other countries
Why should I join?
This new e-learning course is designed specifically for social security professionals from ISSA member organizations.
- ISSA-accredited experts with decades of international experience in social security administration
- Join and interact online with a global network of professionals from other ISSA member organisations 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 1 June to 10 July 2020, 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’ organisation. Participants who successfully complete all assessments and the final assignment will receive a Certificate of Achievement.
