Guideline 27. Communication channels and grievance mechanisms | International Social Security Association (ISSA)

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

The institution activates mechanisms for appropriate communication with customers and for grievance redressal to ensure the transparency, appropriateness, and acceptability of the responses by the customers and the wider population, leading to enhancing overall trust in the institution.

ISSA Guidelines:

Continuity and Resilience of Social Security Services and Systems

ISSA Guidelines:

Continuity and Resilience of Social Security Services and Systems

Continuity and Resilience of Social Security Services and Systems -
Guideline 27. Communication channels and grievance mechanisms

Continuity and Resilience of Social Security Services and Systems - Guideline 27. Communication channels and grievance mechanisms

Continuity and Resilience of Social Security Services and Systems

Continuity and Resilience of Social Security Services and Systems -
Guideline 27. Communication channels and grievance mechanisms