Service quality: ISSA Guidelines, knowledge-sharing and innovation

Who attends this course?

This course is designed for social security professionals from ISSA member institutions. Participants should hold positions directly related to the management of social security services.

What will I learn?

This course uses the ISSA Guidelines on Service Quality as a framework for assessing challenges and identifying innovations.

• Service quality framework: what is it, why is it important, and how can I develop one?
• Engaging with participants: aims, benefits, and modes of engagement
• Product development lifecycle: how should service design be organized and implemented?
• Service fundamentals: how to identify priority methods for service improvement
• Measurement and feedback: how to measure, benchmark, and analyze
• Service culture: creation and sustainability
• Continuous improvement: how to create a management philosophy

What will I be able to do?

• Understand core approaches to improvement in service quality based on international best practices
• Identify roles and responsibilities of social security professionals in the field of service quality
• Utilize the ISSA Guidelines as a framework for improvement in service quality within national social security institutions
• Develop country-tailored innovations drawing on experiences in other countries

Why should I join?

• The course was designed specifically for social security professionals from ISSA member organizations.
• ISSA-accredited experts with decades of international experience in social security administration are the trainers.
• Participants join and interact with a network of professionals from other ISSA member organizations.
• The course uses a mix of training methods: lectures, plenary discussions, good practices, case studies, group work, and individual exercises.
• Participants engage in activities with their peers from other ISSA Guidelines courses.

HOW

The course consists of 60 total hours of learning, broken up into three phases.

• Pre-course (10 hours): Self-guided study through the online eCampus platform. Includes a pre-course assessment
• Residential week (45 hours): 5-day interactive sessions at the ITCILO in Turin, including developing an individual presentation
• Post-course assignment (5 hours): Individual assignment applying ISSA Guidelines to the participant’s organisation