Designing the performance evaluation indicators of Hormozgan Social Security Organization's service supply chain by the Network Data Envelopment Analysis Model

The Social Security Organization is a public and non-governmental institution, and the largest insurance organization in the country. Considering the large number of activities and work processes of the Social Security Organization and in view of the large number of clients of the Organization, it is mandatory to provide a transparent comprehensive performance evaluation of the Organization with two approaches of controlling and monitoring of the Organization performance for the purpose of creating economic and social changes and also gaining client satisfaction. To this end, the present study aims at forecasting and evaluating the performance of branches of Social Security Organization in the future. Network data envelopment analysis (NDEA) technique and System dynamics methodology are used for this purpose. As a case study, the efficiency of 15 social security branches of Hormozgan province is evaluated and forecast, and efficient and inefficient branches are identified. Finally, necessary strategies to eliminate the factors of inefficiency of the branches are examined to increase quality of services and satisfy the clients of the Organization.