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.

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Improving the language of communication with the customers: The “Straight from ZUS” promotional slogan

Improving the language of communication with the customers: The “Straight from ZUS” promotional slogan

Social Insurance Institution | Poland
Improving the language of communication with the customers: The “Straight from ZUS” promotional slogan

The Social Insurance Institution (Zakład Ubezpieczeń Społecznych – ZUS) introduces plain language standards to communicate with customers.

We have:

  • tested our language of communication with the customers;
  • developed language standards to communicate with customers in four areas of written communication, namely, forms, letters, documents on administrative processes, and the website;
  • adopted in 2017 official guidelines on language to communicate with customers, and in 2018 a signed declaration on the use of plain language;
  • prepared plain language textbooks that are tailored to the needs of these four areas of communication;
  • trained our employees on comprehensible writing – over 37,000 people in workshops with trainers and 10,000 people in e-learning; and
  • simplified news articles on the zus.pl website – about a thousand pages and several hundred informational publications, e.g., leaflets, brochures and newsletters.

We are also:

  • simplifying our document forms and templates; and
  • working on using plain official language in ZUS decisions and other letters.

In the 43 branches and headquarters of ZUS, we have a total of 175 internal trainers-consultants in plain official language.

Implementation year2016
Topics: Administration / Management, Service quality, Governance, Communication
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