The 2020-2022 ISSA triennium has been a highly productive one for the Technical Commission on Organization, Management and Innovation (TC Management), in particular in preparing new and revised ISSA Guidelines on key topics in social security administration.
Under the auspices of TC Management, the new ISSA Guidelines on human resource management in social security administration have been developed. The new set of guidelines recognizes that while technologies define the art of the possible in social security administration, it is human insight that drives forward ideas, and the choice and application of technologies. It provides guidance on how to manage human resources in a hybrid work environment of online and physical presence amidst new ways of working, and it underlines the importance of breaking down internal silos and working in teams that are collaborative by default.
TC Management also worked in collaboration with the ISSA Technical Commission on Information and Communication Technology to develop the new ISSA Guidelines on Continuity and Resilience of Social Security Services and Systems. The increasing digitalization of social security services enables many efficiencies, but at the same time creates vulnerabilities to operational incidents and cyberattacks. The guidelines provide guidance on the management of risks related to ICT resources, the integrity of operational business processes and client data, and the protection from systems failures, data breaches and ransomware risks.
TC Management also contributed to the update of the existing sets of ISSA Guidelines that were reviewed in the 2020-2022 triennium. All new and revised sets of ISSA Guidelines will be presented at the upcoming World Social Security Forum in Marrakech, Morocco, 24–28 October.
TC Management supported the development of the ISSA’s Behavioural Insights Framework: A recommended approach, which elaborates on the use of behavioural insights to improve social security outcomes. The framework underlines governance and ethics as fundamental to the application of behavioural insights and uses as base the existing ISSA Guidelines on Good Governance, ISSA Guidelines on Service Quality and ISSA Guidelines on Information and Communication Technology. It begins with a basic question to the institution, “Are we delivering services to the best of our abilities or are our policies and/or delivery systems creating the client behaviours that we are trying to correct?”.
In terms of events, TC Management collaborated with the ISSA Secretariat in organizing the ISSA Virtual Symposium on Leadership in Social Security on the theme of leadership in the human-and-digital age in January 2021, and the first CEO Roundtable in April 2021 on the theme Leadership and Innovation: The CEO as the Chief Empowering Officer. It has also participated in many other ISSA events including webinars and the ISSA Regional Social Security Forums in Africa, Asia and the Pacific, the Americas and Europe.