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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Customer satisfaction surveys: Listening to the voice of the customer

Customer satisfaction surveys: Listening to the voice of the customer

Department of Employment Affairs and Social Protection | Ireland
Customer satisfaction surveys: Listening to the voice of the customer

The Department of Employment Affairs and Social Protection (“The Department”) is the largest payment organization in Ireland. It also operates the public employment services and directly funds a wide range of employment programmes and citizen advisory services.

Since 2015, the Department has carried out customer satisfaction surveys in order to understand how its clients interact with the unemployment supports and the employment services offered through Jobseekers via its own service provision and contracted service provision. Almost 20,000 people have engaged with the customer satisfaction surveys since their initiation. The surveys provide an essential feedback mechanism and inform how the Department tailors and develops its services, while receiving early warning of emerging issues and challenges.

The Department’s innovative approach to service delivery was recently recognised with the award of “Best use of innovation in customer or employee engagement” by Confirmit in the Achievement of Customer Excellence awards, recognising the survey for its work in the development of a “Voice of the Customer” metric.

Building on its success with Jobseekers, the customer satisfaction survey will be extended to additional customer groups in 2019.

Implementation year2015
Topics: Administration / Management, Service quality, Governance, Communication
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