The Ombudsman Bureau held a workshop centred on understanding “propriety” in serving the public, complaints and complaint handling, for 10 key Social and Health Insurance SZV staff.
The workshop highlighted complaints filed with the Ombudsman and staffers were to come up with practical and effective solutions. Main grievances include inadequate information provision, which often results in unnecessary back-and-forth between SZV and clients, promptness, inadequate organisation of services such as the partial or non-response to letters and requests, and issues of pensioners. SZV is working on new and improved customer service procedures and training for staff. Although it may seem the public at times is non-cooperative in understanding applicable procedures at SZV, the Ombudsman noted that actions must be taken to improve services with due consideration for persons without Internet access, those who are illiterate, or mentally-challenged persons. SZV Director Glen Carty and Corporate Secretary Ruth Boyrard-Brewster met Ombudsman Nilda Arduin earlier this year to discuss bottlenecks and grievances experienced by the public. The workshop was a result of that meeting.
