Service quality is a key aspect of the efficiency and effectiveness of social security delivery, leading to greater trust and confidence in the social security system and better social outcomes.
This course draws on international best-practice guidelines to explore how to improve service performance in day-to-day actions and business processes.
This is one of seven ISSA Diploma training courses offered at the ITCILO Campus in Turin, Italy, in an innovative face-to-face and interactive format.
Training course: ISSA Guidelines on Service Quality
Training institution: International Training Centre of the International Labour Organization (ITCILO)
Training venue: ITCILO Campus in Turin, Italy
Training period: 19–23 May 2025
Region: Open to all ISSA member organizations
Language: English
Description
The training course on the ISSA Guidelines on Service Quality aims to assist social security organizations to improve service performance in their day-to-day actions and business processes. Participants will be provided with a sound framework that brings together the main considerations on service quality in social security administration. Service quality is evidence of the efficiency and effectiveness of social security delivery, leading to a greater trust and confidence in the social security system and better outcomes.
Who can participate?
The training course is designed for social security professionals of ISSA member organizations. Participants should hold positions directly related to the management of social security services.
Course learning materials and tuition will be offered in English, onsite and online. The following requirements are therefore essential to participate in this course:
- the ability to use and access a computer with internet;
- a working knowledge of English.
How to apply for the training course
Please contact the ITCILO to apply for this training course:
Email: [email protected]
Applicants should complete the online form no later than 11 April 2025, supported by a letter from their sponsoring organization, indicating that the organization will cover the costs of the participant.
Cost of participation
The cost of participating in this course is 2 545 euros (1 825 euros for tuition fees and 720 euros for subsistence). This price covers tuition fees, the use of training facilities and support services, training materials, accommodation, and full board at the Centre’s campus. It does not include travel to and from the campus.
ISSA Diploma training
The ISSA Diploma training programme offers high-level learning on various ISSA Guidelines on Social Security Administration.
The course consists of several modules offered on-campus at the ITCILO Campus of the in Turin, Italy and through the eCampus online platform for an estimated total of 60 learning hours. The course is broken down into three phases:
- Pre-course learning: Flexible (asynchronous) self-guided online learning on eCampus and an end of phase assessment.
- Real time learning: Live interactive sessions and presentations by highly experienced trainers, blended with individual and collaborative group exercises, peer-to-peer assessment and forums, at the campus in Turin and on eCampus.
- End of course assignment: Individual assignment applying ISSA Guidelines to the participant’s organization. Participants who successfully complete all assessments and the final assignment will receive a Diploma from the ISSA and the ITCILO.