ISSA Academy workshop: Service quality

21–23 September 2016 | LisbonPortugal


ISSA Academy workshop: Service quality

21–23 September 2016 | LisbonPortugal

How can you provide high-quality services and at the same time do more with less? Join the Academy workshop and explore options and strategies tailored to your organization.

ISSA Guidelines: Service quality

Region: Open primarily to ISSA member organizations of Europe

Language: English

Who can participate: 
Senior managers, programme managers and senior experts from ISSA member organizations.

How to participate:
Your organization should have started to implement the ISSA Guidelines on Service Quality. To tailor the workshop to what you and your organization need, please submit a statement of purpose endorsed by your organization, using the online form provided by the ISSA.

How many can participate:
A member organization may send no more than two participants to a workshop. A workshop needs a minimum of 12 participants and will accommodate no more than 18 in order to have sufficient depth, diversity and time for exchange.

Why Academy workshops are different:
The content of the workshop is shaped by the challenges in the statements of purpose of the participants. The workshop will focus on learning and identifying options and alternative strategies by means of moderated exchanges as well as targeted inputs by a high-level ISSA accredited expert. As a concrete outcome of the workshops, participants will prepare a summary of the key takeaway messages and collection of solutions of particular relevance to their institutions. This will enable participants, upon their return home, to develop plans and measures to respond to the challenges outlined in their statements of purpose.

Is there a fee for participating in ISSA Academy workshops:
ISSA Academy workshops are open to all member institutions without a registration fee. In accordance with the Association's practice, travel, accommodation and meals of participants are to be covered by their respective institutions.

ISSA Guidelines on Service Quality

Social security institutions are at different stages in developing service quality. While every institution strives to operate an efficient and effective social security system, delivery mechanisms and customer experiences vary widely. Investing in quality service ensures the efficiency and effectiveness of social security programmes, leading to greater trust and confidence in the social security system and better social outcomes.

The ISSA Guidelines on Service Quality aim 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. citizens, members, employers, service providers, social partners) from a social security institution's day-to-day actions and business process.

The ISSA Academy

The ISSA Academy provides practical training and hands-on support for social security administrations. The ISSA Academy workshops are a key element of the member support offered by the ISSA Centre for Excellence in Social Security Administration.