Looking Back at the Latest Training Session on ISSA Guidelines for Service Quality

EN3S, accredited by the International Social Security Association (ISSA) to deliver French-language training based on its guidelines, organised from 17 to 21 November 2025 in Paris a session dedicated to the ISSA Guidelines on Service Quality. This training was aimed at French-speaking managers from ISSA member institutions.

Bringing together participants from 6 countries and 10 African social security organisations, the session provided an in-depth exploration of these guidelines and examined how these international standards can be translated into concrete practices, becoming genuine levers of transformation for improving the quality of services delivered.

The programme was enriched by the contributions of the two expert coordinators, the wide-ranging exchanges between participants, and a number of inspiring testimonials. The Moroccan Pension Fund (Caisse Marocaine des Retraites) shared its digitalisation and innovation strategy in particular, offering a comprehensive insight into the commitments and initiatives put in place to guarantee quality service for its members.

The practical dimension of the training was further strengthened by a technical immersion visit to the CPAM de Paris (Paris Health Insurance Fund), where participants were introduced to the Aller-Vers outreach platform and its in-person reception services. This visit provided an opportunity to observe operational systems in action and to appreciate the dedication of teams resolutely focused on user satisfaction.

Beyond skills development, this certification programme proved to be a truly collective experience — a time for sharing, reflection and inspiration, fostering the emergence of new ideas to sustainably strengthen service delivery performance.