SERVICE QUALITY. ISSA GUIDELINES, KNOWLEDGE-SHARING AND INNOVATION

The course used the ISSA Guidelines on Service Quality as a framework for assessing challenges and identifying innovations. The course emphasized on (1) service quality framework, (2) engagement, (3) product development lifecycle, (4) service fundamentals, (5) measurement and feedback, (6) service culture and (7) continuous improvement.

OBJECTIVES

The training objectives of the course were to:

• Equip participants with a broad knowledge of the key issues relating to the service quality as detailed in the ISSA Guidelines;

• Develop a firm understanding of the main roles and responsibilities of social security professionals in the field of service quality;

• Support participants’ reflection on the application of the ISSA Guidelines on Service Quality in their own organizations;

• Facilitate the formation of a network of practitioners with an understanding of the ISSA Guidelines.

CONTENT

• Core Area 1: Service Quality Framework

• Core Area 2: The Voice of the Participant

• Core Area 3: The Product Development Lifecycle

• Core Area 4: Addressing the Service Fundamentals

• Core Area 5: Measurement and Feedback

• Core Area 6: Developing a Service Culture

• Core Area 7: Continuous Improvement

ACHIEVEMENT

The course consisted of a number of modules offered online through the eCampus and face-to-face at the ITCILO over a period of five weeks, assessed through the following activities:

• Quizzes

• Interactive activities

• Individual presentation

• Final assignment

NUMBER OF HOURS: 60