This set of guidelines provides a service quality model that addresses seven areas of common concern to social security institutions. Service quality in social security, and in the public sector in general, takes its cue from the commercial sector. These guidelines are consistent with best practice in the commercial sector.

The following guidelines are organized in seven parts:

Part A, Service Quality Framework, deals with the intent.

Part B, Voice of the Participant, deals with listening to demands and needs within the service ecosystem.

Part C, Product Development Lifecycle, deals with developing better products (benefits and services).

Part D, Addressing the Service Fundamentals, deals with delivery excellence.

Part E, Measurement and Feedback, deals with transparency.

Part F, Developing Service Culture, deals with investing in staff.

Part G, Striving for Service Quality Excellence through Continuous Improvement, deals with raising the bar.

Within each part, specific guidelines are grouped according to particular elements of service quality. They are presented as follows:

Guideline. The guideline is stated as clearly as possible.

Structure. This is the suggested structure for the particular aspect of service quality that supports the application of the guideline and facilitate the promotion of the underlying principle. A sound structure is essential for effective functioning of the service quality model. It should ensure an appropriate division of operational and oversight responsibilities as well as the accountability of the persons involved.

Mechanism. There are different ways in which a guideline may be implemented. The suggested mechanisms are designed to ensure appropriate controls, processes, communication and incentives which encourage good decision-making, proper and timely execution, successful outcomes, and regular monitoring and evaluation.