People Centred Services

Delivering people‑centred services within Malta’s social security framework is not simply an ambition. It is an ongoing commitment, guided by service‑design principles and shaped by the lived realities of citizens. The Department of Social Security (DSS) operates at the heart of this commitment, administering the benefits established under the Social Security Act (Cap. 318.) while continuously improving how services are designed, delivered, and experienced.

Providing Services to People Throughout the Stages of Life

Social security in Malta has a direct, meaningful impact on individuals and families, from employment and sickness, to retirement, disability, and vulnerable life situations. The DSS recognises that every citizen’s journey is unique. Whether a person is registering for a Social Security Number, applying for a benefit, checking contributions, or seeking clarity on entitlements, each interaction must feel fair, respectful, and supportive. This aligns with the Department’s formal commitment to handle queries  with integrity and fairness, ensuring timely responses and transparent processes.

Placing the Citizen at the Centre

Service design within DSS has shifted from internal, process‑driven workflows to an approach that starts with listening to the citizen. Understanding needs, expectations, and difficulties through feedback mechanisms, complaints systems, and user insight, shapes how services evolve. This people‑centred approach is central to DSS’s service‑design standards:

• Client‑centric services grounded in real citizen needs.
• Holistic support across units to provide seamless experiences.
• Once‑Only Principle, reducing repetitive requests for information.
• Fully integrated digital services that cover the entire process.
• Digital by Default, balanced with alternative channels for those requiring assistance.
• Process re‑engineering to simplify steps and reduce delays.

Digital Transformation for Better Access

Through mySocialSecurity app, citizens can update details, check payments, submit documentation, and track their application status, directly supporting transparency, empowerment, and reduced administrative burden. This reflects the broader push for digital efficiency within Malta’s public service, inclusive of systems that ensure social security contributions, identity details, and benefit eligibilities are managed accurately and securely.

Inclusion: No One Left Behind

While digital tools continue to expand, DSS maintains alternative access routes for those unable to navigate online tools, ensuring equitable access for older persons, vulnerable groups, and individuals with limited digital skills. Feedback submissions, complaint mechanisms and Servizz.gov hubs all form part of this inclusive service ecosystem.

Trust Through Transparency and Consistency

The Maltese social security system is built on trust, which includes that contributions are recorded accurately, benefits are issued correctly, and support is available when needed. To maintain public confidence, the DSS ensures that administrative decisions are transparent, based on correct information and aligned with the Social Security Act. Continuous updates to rules, forms, and online tools ensure citizens receive current, reliable information.

A Continuous Journey of Improvement

People‑centred service delivery is evolving constantly. DSS continues to refine its policies, redesign digital services, streamline administrative processes, and improve complaint‑handling mechanisms to ensure that every resident, Maltese or non‑Maltese, can access timely, accurate, and compassionate support. This continuous cycle of feedback, improvement, and innovation reflects the true spirit of public service within Malta’s social security landscape.