The ISSA Guidelines on Service Quality aims to assist social security institutions to improve service performance. In this context, service performance is the creation of value for members, beneficiaries and allied organizations (e.g. all participants, be they citizens, members, employers, service providers, social partners) derived from a social security institution’s day-to-day actions and business processes.

These guidelines are designed to:

• Provide guidance on service quality principles and practice;
• Support capacity building to provide and improve service quality;
• Provide soft standards on service quality.