Thursday, 10 August 2023, 16:00–17:30 (UTC/GMT+2 or CEST)

Languages: Simultaneous interpretation in English, French and Spanish (Simultaneous interpretation – Frequently asked questions)

Social security institutions have been implementing solutions and tools to support and provide their members with the services they need. This includes streamlining processes at the local office level and providing staff the instruments to guide, provide advice and services to the members.

However, improving service delivery must be accompanied by training of front-line staff to know the current rules and regulations as well as improvements that they can leverage to provide better services. Customers’ experience when receiving services and benefits is directly related to the quality of the interaction they have with the staff, which becomes in it itself one of the key ingredients to building reputation and trust in the services institutions provide. This implies that significant capacity-building efforts are needed to ensure that the staff has the information and know-how about the tools available to answer to the needs of services and provide beneficiaries with the same quality of service across different offices.

Effective capacity-building strategies provide the path for institutions to build a staff that is more efficient and provide higher quality services that can also allow organizations to standardize services as well as empower their workforce to build feedback mechanisms to evolving service improvements and customer needs.

The new ISSA Guidelines on Human Resource Management in Social Security Administration can support institutions establish a capacity-building strategy to improve service delivery.

Join us for this ISSA Webinar that will share experiences from institutions that have addressed staff capacity-building for front-line staff to improve customer experiences and service delivery.

Speakers

	Carlos Gerardo Arias Alvarado, Chief Executive Officer, Pension and Retirement Board of the National Teachers' Union (JUPEMA), Costa Rica
	Ailton Nunes de Matos Júnior, Director of Information Technology, National Social Security Institute (INSS), Brazil
	Ana Luzia Ottoni de Souza, Benefit Systems Coordinator, INSS, Brazil

This webinar will examine the following questions:

• What are the key challenges that institutions face in building staff capacity?
• Why are staff capacity-building strategies important?
• How have institutions dealt with implementing capacity-building strategies?
• How have capacity-building strategies impacted service quality?

Agenda

• Welcome by Marcelo Abi-Ramia Caetano, Secretary General, ISSA
• Introduction
• Case experience of JUPEMA, Costa Rica
• Case experience of INSS, Brazil
• Q&A – Discussion
• Conclusions

Moderated by Ernesto Brodersohn, Senior Officer in Social Security, ISSA

Practical information

The webinar is open to delegates of ISSA member organizations and invited institutions without registration fees.