Best practice Cases of the 4th Quality Conference for Public Administration in the EU
State Social Insurance Agency
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Country: |
Latvia |
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Organisation: |
State Social Insurance Agency |
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www homepage: |
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Contact person: |
Marika Muze |
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Address: |
Lacplesa street 70 a, Riga, LV-1011 |
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E-mail: |
marika@hq.vsaa.lv |
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Phone: |
+371 7011800 |
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Fax: |
+371 7011813 |
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Level: |
Federal |
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Sector: |
Social sector |
Short description of the case:
Agency has almost 10 years long experience in the field of measurement of customer satisfaction. Customer satisfaction is measured not only in the framework of services provided by the agency but also in a broader sense - as an attitude towards the social insurance system itself. The case presents the experience of the agency how to become client-oriented institution and to take in account client researches starting with strategic planning and finishing with service delivery process.
Main feature of the case:
- Strategic planning for achieving the targets set
- The satisfaction of customers and citizens
Key words:
Client satisfaction, social insurance, strategic planning, service delivery
Further information:
Long case description (PDF-form)
Case presentation (PDF-form)