Good Practices in Social Security Good Practices in Social Security

The identification and sharing of good practices helps social security organizations and institutions to improve their operational and administrative efficiency.

In the context of the ISSA, a good practice is defined as any type of experience (e.g. an action, a measure, a process, a programme, a project, or a technology) implemented within a social security organization that fosters the improvement of its administrative and operational capacities, and/or the efficient and effective delivery of programmes. The good practices selected by the ISSA focus on topics related to the priorities as defined in the programme and budget of the Association. The good practices are from member institutions of the ISSA and are primarily collected through the work of the  ISSA Technical Commissions and the ISSA Good Practice Awards.


The Customer First: The customer service policy at ZUS

The Customer First: The customer service policy at ZUS

Social Insurance Institution | Poland
The Customer First: The customer service policy at ZUS

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.

Implementation year2017
Topics: Administration / Management, Service quality, Governance, Communication

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