Service Quality

E-Learning on Service Quality

Service Quality


20–24 mai 2024
Le cours est disponible en English
Présentation du cours

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.

Groupes cibles

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.

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

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