The ISSA European Network is organizing a Technical Seminar for Chief Executive Officers from the region on the theme Providing Customer Oriented Services . The purpose of the seminar is to examine the challenges facing social security organizations in providing services to their clients. The seminar is hosted by the Social Insurance Bank of the Netherlands.

The seminar will discuss the conversion to a more customer-oriented attitude and behaviour as opposed to an approach based on procedures and regulations. Rather than the legal rights and duties of clients, the central issue is the needs and expectations of clients. These should be taken as the starting point for the design of processes, communication and products.

During the seminar, a number of practical examples will be discussed. One such example, with respect to developing staff skills, is a shift in focus from training people in content (laws) and processes to training them in their attitude towards clients. Special efforts have also been made to render information meant for clients more accessible, by offering the staff client oriented writing courses and by adjusting websites to meet the needs of specific target groups.

For further information and registration please consult the ISSA Extranet.