Achieving the full potential of long-term, sustainable high performance in social security administration is critical to support a country’s inclusivity, social peace and well-being. High Performance in social security administration depends on the right people and the right processes, technologies and capabilities; leveraging good practices and leanings globally, while at the same time, creating synergies. This report is based on qualitative in-depth interviews and a quantitative survey with leaders of social security organizations. It is intended to contribute towards the debate on how best to raise the bar on the delivery of social security services.

An approach to achieve sustainable high performance is outlined in this report. The High Performance critical success factors are excellence in innovation, risk management and change management. In addition, the report identifies five critical success enablers to achieve and sustain High Performance; all supported by the right people, processes and technology, and embedded in an innovative, forward looking organizational culture.

Overall, this report highlights the importance of High Performance for making social security institutions significant and valued contributors to a society’s well-being.