Reliability Assessment Model for the Performance of Human Resources in the Social Security Organization

Today, one of the key factors for the success of organizations to achieveexcellence is attracting the opinion and satisfaction of stakeholders, especiallycustomers. However, it seems that the occurrence of errors and mistakes in providingcustomer service provided by the human resources of the organization is one of theexceptions. But in the real world, mistakes happen. As a result of addressing the issueof human resource performance reliability (error-free performances) in the Social Security Organization.

This study aims to design a model for measuring and evaluating the reliabilityof human resource performance in social security organizations.

In this research, HEART method, which is one of the most accurate methodsin measuring and evaluating reliability, has been used.

For this purpose, with the use of the research literature, a questionnaire wascompleted by experts and human resources in order to collect information, analyzethe human resources jobs and identify the errors of each of the human resources jobs.

Based on the information obtained and using the HEART method, aftercalculation and analysis, it can be concluded that the factors including “how tocommunicate with employers”, “doing more than an individual’s capacity”, ae wellas “interaction and communication between managers and managers” are the mostimportant causes of errors due to lack of concentration during the implementation ofuse Result r service, which have been affected by more than 70%.

After the final evaluations, the reliability of these errors was 0.988, whichmeans that, on average, out of every 1000 user activities, 98 errors were recorded.