ISSA Webinar

ISSA Webinar: Customer service delivery in times of COVID-19: Maintaining access to services

14 April 2020 | Virtual

ISSA Webinar

ISSA Webinar: Customer service delivery in times of COVID-19: Maintaining access to services

14 April 2020 | Virtual

The ISSA Webinar series on COVID-19

The coronavirus (COVID-19) crisis has disrupted life all around the world, and social security plays a key role in national responses to mitigate its social and economic impact. Coping with an increase in demand for social security benefits and services while implementing restrictions that significantly affect human resources, business processes and service delivery channels is a huge challenge for social security institutions.

To support the efforts of social security institutions and enable effective exchanges on approaches and lessons learnt, the ISSA has launched on online coronavirus monitor and a Webinar series on “Delivering social security in times of COVID-19”

This Webinar: Customer service delivery in times of COVID-19: Maintaining access to services
14 April 2020, 10:00-­11:00 (UTC/GMT+2)

Speakers

Jacqui McCrum Jacqui McCrum, Deputy Secretary General, Department of Employment Affairs and Social Protection, Ireland
Thore Hansen Thore Hansen, Senior Adviser, Department of Analysis and Research, The Norwegian Labour and Welfare Administration, Norway

Delivering customer services is an essential function of social security institutions. In order to respond to increasing public expectations, institutions worldwide have been developing quality services in order to offer “anytime, anywhere” services according to customers’ needs, choices and preferences. This approach has led to combining e-services, phone-based and presence-based interaction to meet the customer needs.

The current COVID-19 crisis has widely disrupted this model and has forced institutions to rapidly change their approach to service delivery to minimize personal interaction and in many cases eliminate in-person services.

This Webinar in English will focus on how institutions are adapting customer service channels in the COVID-19 context. It will examine the following questions:

  • How are services being delivered in the current situation?
  • How are in-person services being replaced?
  • To what extent have existing e-services been facilitating responses, and what new measures are being implemented?
  • What are the main service delivery challenges faced by the institution?

Agenda

  • Welcome.
  • Technical introduction by the ISSA.
  • Case experience of the Department of Employment Affairs and Social Protection, Ireland.
  • Case experience of The Norwegian Labour and Welfare Administration, Norway.
  • Q&A – Discussion.
  • Conclusions.

Practical information

The Webinar is open to delegates of ISSA member organizations and invited institutions. There is no registration fee for ISSA members. Representatives of non-member institutions are requested to contact the ISSA General Secretariat for the terms and conditions of participation.