This is the second in a Series of five manuals produced by the Social Security Department of the ILO to provide the reader with information on all the major elements of social security, including the principles, administration, financing, pension schemes and social health insurance. This manual deals with one of the most important aspects for any social security institution or scheme administration. It provides a general overview, looks at policy, structures, common features and examines principles of good management, as well as levels of administration, coverage, registration procedures, collection and recording of contributions, and the award and payment of benefits. The public relations element is also dealt with and a close look is taken at the management of human resources, recruitment, training, career development and performance. Other manuals in this series: - Social security principles (Vol. I) - Social security financing (Vol. III) - Pension schemes (Vol. IV) - Social health insurance (Vol. V)