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.


Development of a diversity code and creation of the “respect tool”

Development of a diversity code and creation of the “respect tool”

National Employment Office | Belgium
Development of a diversity code and creation of the “respect tool”

The National Employment Office (Office national de l’emploi – ONEM) is responsible for managing unemployment insurance schemes and career break schemes (parental leave, etc.). Like most social security institutions, it is confronted by a great diversity of customers and staff.

In 2016, ONEM created a reference tool in the field of diversity: the Diversity Code. It includes concrete rules on how employees should behave when dealing with colleagues and customers, taking into account differences in language, age, gender, skin colour, religious beliefs, sexual orientation, social status and disability.

The code formalizes the institution's commitment to diversity and the fight against discrimination.

In order to implement the code within the organization, ONEM has opted for an original and innovative approach based in particular on corporate theatre and serious games (education through games). The project was awarded the 2016 Diversity Award for best practice in diversity in the Belgian Federal Civil Service.

Implementation year2016
Topics: Service quality, Communication, Extension of coverage

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