ISSA Academy | Africa

ISSA Academy workshop: Service quality

14 – 16 August 2019 Swakopmund, Namibia

Do you want to find out how to improve the access to quality services that will enable you to extend the coverage of the population? Join the Academy workshop and tap into the expertise the ISSA and its member organizations.

Guidelines: ISSA Guidelines on Service Quality.

Due to the focus of the workshop, connections will be made as well with the ISSA Guidelines on Administrative Solutions for Coverage Extension and the ISSA Guidelines on Information and Communication Technology.

Region: Open primarily to ISSA member organizations in Africa.

Language: English.

Who can participate?
Senior managers, programme managers and senior experts from ISSA member organizations that are involved in the management, design, implementation and evaluation of social security services.

What are the goals of the workshop?
This workshop provides practical hands-on support for professionals of social security administrations related to service delivery through ICT systems.

Social security institutions in Africa are taking visible action to extend social security coverage, ease access to benefits and improve service quality adopting a client-orientated approach.

Using the ISSA Guidelines on Service Quality as reference and under the supervision of an accredited expert, this workshop will address the business processes for registration, compliance, contribution collection and delivery of benefits as well as implementation approaches using ICT. In view of these key processes for extending coverage relevant links will be established with the ISSA Guidelines on Administrative Solutions for Coverage Extension and the ISSA Guidelines on Information and Communication Technology.

The participants will exchange knowledge and experiences during the two and a half days of the workshop. Together with colleagues from different institutions and countries, you will explore solutions and strategies.

How can you participate?
When you register, you will be asked to fill out the online form “Issues to be addressed”. In this form, you are asked to write down the challenges you and your organization are facing related to actuarial work. The content of the workshop will be shaped by the issues the participants provide.

During the workshop, the participants will develop key takeaway messages together with possible strategies. This approach enables the participants to develop ideas and measures to respond to the challenges outlined in their “Issues to be addressed” form.

Each member organization may send no more than two participants to the workshop. A workshop needs a minimum of 12 participants and will accommodate no more than 18 participants.


Costs for travel, accommodation and meals are to be covered by your institution.

ISSA Guidelines on Service Quality

The ISSA Guidelines on Service Quality aim to assist social security institutions to improve service performance. In this context, service performance is the creation of value for members, beneficiaries and allied organizations (e.g. citizens, members, employers, service providers, social partners) from a social security institution's day-to-day actions and business processes.

The guidelines consist of a set of seven guidelines that together provide a service quality model that applies to all branches of social security. The seven guidelines address seven areas of common concern to social security institutions and are organized in three parts: (A) Service Quality Framework (A), (B) Developing and Delivering Service Quality; and (C) Continuous Improvement.

Given the focus of the workshop, also relevant links to the ISSA Guidelines Administrative Solutions for Coverage Extension and the ISSA Guidelines on Information and Communication Technology will be established.

The ISSA Academy

The ISSA Academy offers the member institutions capacity building and development opportunities for their professionals based on the ISSA Guidelines.

The ISSA Academy aims to improve and innovate the performance of the member institutions by using the ISSA Guidelines as references to benchmark their systems, methods and practices.  

The ISSA Academy consists of workshops, diploma training courses and tailor-made courses, all based on the ISSA Guidelines.

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