The institution leverages communication – as a strategic instrument – to inform about the proper use of social security systems as well as to motivate staff to prevent errors, which is crucial for providing quality services to contributors and beneficiaries.

Awareness-raising actions on rights and obligations vis-à-vis the social security system, particularly with regard to the payment of contributions, play a key role in promoting a “culture” of social security and compliance with its obligations. This is particularly important when an institution has previously experienced problems with quality of service, fraud or data loss.

A culture of social security and compliance should also be based on the following elements: an efficient service and an empathic attitude on the part of the administrators of the various social insurance bodies, equity and punctuality in the payment of social security contributions and benefits, and the absence of fraudulent behaviour among the staff and senior management of the institutions concerned.

It is important for contributors and beneficiaries to be confident that all who should contribute to the system do so, that social security funds are well managed, and that services and benefits are delivered efficiently. Simplicity of legislation and the stability, accessibility, as well as an understanding, of the social security system should frame this process.