The contributory pensions section at the Department of Social Security : operational procedures and strategies to improve them

Abstract

This paper evaluates the operation of the Contributory Pension Section (CPS) of the Department of Social Security in Malta (DSS) which is responsible for the assessment, payment and annual maintenance of contributory pensions. Using the models and theories of Ray Wild (1998), my analysis indicates a mixture of service, supply and processing activities. Notwithstanding this mixture of activities, the overall nature of the operation is a 'service' one, since at every stage the client is at its heart. The core objectives of customer service and resource utilisation seek to provide good quality services by achieving shorter waiting times and providing value for contributors' money. My analysis shows how emphasis is made on specification and timing for customer service and the maximization of the major resources of the section namely its staff and information systems. Having established the above groundwork, I move on to outline the capacity, scheduling and inventory issues relevant to CPS. The main focus is on the inherent capacity and scheduling problems. The absence of adequate HR policies and the inability to attract and retain the best staff are identified as the main issues, impinging on the capacity for proper activity scheduling. I then seek to analyze a change in policy. Recruitment, training and a more serious approach to Performance Management Programmes are major issues which require additional awareness from policy-makers. The formulation of a Quality Service Charter is another initiative that would impact on the culture of the section. The concluding chapter defines the role of the operation manager: the planning, design and, control tasks. My SWOT analysis recommendations suggest that the current re-active benefit strategies will have to shift to a more pro-active approach, focusing on enhanced customer service.