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Organizational Management Development

The Social Security Office is committed in enhancing its organizational efficiency, transparency,
and responsiveness to the needs of insured persons and the public. To achieve this, the Office has

adopted nationally recognized standards and evaluation criteria as a framework for improving its internal
management, including the Public Sector Management Quality Award (PMQA) and the Government
Easy Contact Center (GECC). Both mechanisms play a vital role in driving the Social Security Office

toward becoming a modern and sustainable public sector organization.
• Public Sector Management Quality Award (PMQA)

The Social Security Office has adopted the PMQA framework as a systematic and continuous
approach to organizational development. The PMQA criteria encompass all dimensions of organizational
management, from defining vision and strategic planning, enhancing personnel capacity, and optimizing

resource management, to improving work processes and evaluating outcomes and impacts on the public.

• Government Easy Contact Center (GECC)
In addition to enhancing internal management, the Social Security Office places strong emphasis
on improving public service delivery through the implementation of the Government Easy Contact Center

(GECC) standards. These criteria are designed to facilitate effective communication, provide accessible
and accurate information, and ensure efficient handling of public inquiries and complaints.

SOCIAL SECURITY OFFICE ANNUAL REPORT 2024 109