For the first time in the history of the Social Insurance Institution (Zaklad Ubezpieczen Spolecznych – ZUS), a comprehensive action plan on customer service was prepared, namely, the “Customer service policy at the Social Insurance Institution for 2017–2020”.
The policy specifies strategic directions and operational goals, whose achievement will increase professionalism in customer service, improve the quality of services, and influence the development of forms of contact that are tailored to customer needs. The policy also includes a comprehensive summary of the current ZUS operations in customer service. Information and data on the methods of providing services to ZUS customers and customer ratings of ZUS have been gathered in one place. Areas that require development, optimization or improvement have been diagnosed.
Customer service policy is extremely important to enable a conscious and responsible management of the quality of services provided to ZUS customers.
The policy was adopted by the ZUS Management Board on 22 March 2017. The first summary of activities planned under the policy took place in June 2018. The report presented to the Management Board contained a summary of the policy objectives implementation as at 31 May 2018.