• Introduction
• Objectives of the ISSA Guidelines on Continuity and Resilience of Social Security Services and Systems
• Standards, Frameworks and References
• Structure of the ISSA Guidelines on Continuity and Resilience of Social Security Services and Systems
• A. Governance and Strategy
• Guideline 1. Institutional governance approach for crisis and incident management
• Guideline 2. Crisis management strategy
• B. Institutional Capacity and Resilience to address Crises and Incidents
• B.1. Information Resources
• Guideline 3. Registries of beneficiaries and contributors
• Guideline 4. Information sharing
• Guideline 5. Mechanisms for quick and enhanced data collection in times of crisis
• B.2. Human Resources Capacity
• Guideline 6. Identifying staff functions and service providers
• Guideline 7. Awareness raising and staff training
• Guideline 8. Surge capacity
• Guideline 9. Adequate work conditions and occupational safety and health standards
• B.3. Contingency Plans and Processes
• Guideline 10. Methodology for damage and needs assessments
• Guideline 11. Feasibility assessments concerning the deployment of responses
• Guideline 12. Service continuity plan and the associated processes
• Guideline 13. Deployment of responses plan and the associated processes
• Guideline 14. Legal and regulatory requirements for service continuity
• B.4. Technology – Technological Capacity
• B.4.1. Cybersecurity and Digital Operational Resilience
• Guideline 15. Institutional cybersecurity strategy and governance
• Guideline 16. Coordinated cybersecurity mechanisms at national and international level
• Guideline 17. Institutional digital operational resilience – Strategy and model
• Guideline 18. Develop an ICT risk management framework
• Guideline 19. Defence-in-depth approach
• Guideline 20. Permanent monitoring and response mechanisms
• B.4.2. Agile Development and Operations
• Guideline 21. Application of agile development practices
• Guideline 22. Application of DevOps approaches
• C. Continuity of Existing Services
• Guideline 23. Damage and needs assessment and demand management process
• Guideline 24. Activation of the service continuity plan and management process
• Guideline 25. Continuity of critical back-end processes and (front-end) customer services
• Guideline 26. Adequate work environment conditions, occupational safety and health standards for the staff
• Guideline 27. Communication channels and grievance mechanisms
• Guideline 28. Compliance enforcement and control mechanisms
• D. Deployment of Responses
• Guideline 29. Assessing the feasibility of response deployment
• Guideline 30. Adjusting programmes or services
• Guideline 31. Increasing benefits or entitlements
• Guideline 32. Reducing or deferring social security contributions
• Guideline 33. Expanding the coverage of existing programmes and services
• Guideline 34. Launch emergency support programmes or services designed initially as time-bound
• Guideline 35. Supporting responses led by other entities
• E. Branch-specific Considerations for Response Measures
• Guideline 36. Branch specificities in relation to service continuity
• Guideline 37. Prioritizing responsive branches for the deployment of shock responses
• Guideline 38. Long-term benefits delivery channels
• Glossary
• Acknowledgements