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.


Implementation of the Retirement Counsellor Service

Implementation of the Retirement Counsellor Service

Social Insurance Institution | Poland
Implementation of the Retirement Counsellor Service

A project that provides (i) the customers of the Social Security Institution (Zaklad Ubezpieczen Spolecznych – ZUS) with a dedicated service that informs them of factors and variables that affect the decision on when to retire, and (ii) the counsellors with a retirement calculator tool that allows estimating the pension amount under various options, has delivered its expected outcomes and related benefits.

An individual approach to customers and the personalization of information on their retirement has allowed ZUS to support them in their conscious choice of when to end their professional activity.

The results of customer satisfaction surveys indicated an increase in customer satisfaction with the services provided, both in the area of customer service and in the area of pension benefits.

Project products and IT changes (retirement calculator and modified calculators on the ZUS electronic services platform and on its website) helped to increase the maturity of services provided by ZUS through electronic channels.

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

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