The National Social Security Fund (Caisse nationale de sécurité sociale (CNSS)) of Burkina Faso had to face many challenges:

• very poor coverage rate (6% of the population);

• underdeveloped social protection;

• inefficient internal organization;

• slow and inefficient computerization;

• undervalued human resources.

These major challenges facing social security funds call for far-reaching reforms that will ensure the sustainability of our systems.

Therefore, to meet these multiple challenges,the CNSS has opted for a strategic plan to anticipate them and improve working practices.

The ten-year strategic plan (2010-2020) was adopted in 2009. All the mechanisms were put in place and the strategic management culture was widely disseminated. All these efforts allowed the CNSS to improve its social benefits resulting in an increase in member satisfaction, which has gone from 40% in 2008 to 67% in 2011.

In addition, employee mobilization around a shared vision and objectives has become more noticeable.