Examining the Current Status of Remote Services in the Branches of the Social Security Organization and Proposing Solutions
Keywords:
current situation, Customer Satisfaction, offline services, social security organizationAbstract
Objective: This study aims to examine the current status of remote services in the branches of the Social Security Organization and propose solutions.
Methodology: The research method is applied in terms of purpose, exploratory in nature, and follows a quantitative approach for data collection. Due to the absence of a standardized questionnaire, the researcher developed a researcher-made questionnaire using a documentary method. The statistical population for the questionnaire development phase included a group of academic and professional experts selected through purposive sampling. In the quantitative phase, to examine the current status, 384 customers of the Social Security Organization in Razavi Khorasan Province were selected using simple random sampling.
Findings: After reviewing the literature and conducting interviews with 20 experts, 42 factors were identified. Using thematic analysis, 16 subscales and four selected codes were extracted. The results of qualitative analysis indicated that all 42 factors were sufficiently important. An assessment of the status of these predetermined factors revealed that 24 factors were in a favorable condition, while 18 factors were in an unfavorable condition.
Conclusion: The organization can enhance its operations through creative knowledge management and innovative application, enabling employees to leverage their experiences in addressing organizational challenges requiring novel solutions. By doing so, the organization can assist in its learning and growth process. Innovation in the use of intelligent software for report generation, particularly in ensuring network security, has been recognized as a critical factor in empowering companies to sustain perceived customer value and maintain a competitive advantage in an increasingly complex and rapidly changing environment. Decentralization and granting authority to provincial centers are key factors in the success or failure of organizations in the competitive landscape and serve as the primary source of competitive advantage.
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