Service quality in social security administration refers to the qualitative aspects of the benefits and services a social security institution provides to participants. It demonstrates how responsive a social security institution is to the multi-dimensional service requirements of its participants, given the institution’s human, financial and ICT resources, and available support from its partners (i.e. allied organizations).

Service quality includes:

• Delivering of the right service to the right person at the right time;
• Serving with courtesy, respect and empathy;
• Providing user-friendly, multi-channel and accessible social security benefits and services through appropriate , easy-to-use channels (e.g. on-line, telephone, mail, in-person);
• Achieving the intended policy outcomes in an effective, timely and cost-effective way;
• Knowledge of the legislation, rules and other legal instruments such as rights of appeal and protection of privacy to ensure the programme is managed in a fair, consistent and financially responsible manner;
• Enhancing trust and confidence in the social security institution to deliver benefits and services in a predictable, sustainable and satisfactory manner.