In 2011, the Fund introduced the Short Message Service (SMS) platform to allow members access services on mobile phones. 40,000 members could send an SMS to the Fund and automatically query their balance without the need to come to the office.

 

The challenge with this system is the high cost of the SMS and error rates in drafting the text. Members are charged for the SMS regardless of the response from the Fund. The instructions on how to use the platform are difficult to comprehend and the single request nature of the SMS platform was very inefficient.

 

A strategic decision was made to enhance the platform by introducing the Unstructured Supplementary Service Data (USSD) to solve these challenges by providing a self-service menu that would reduce the error rates in drafting the text messages and also provide these services at a lower cost.

 

To date there are over 270,000 registered members using the USSD platform and we have registered a 30% reduction in walk-in customers in the financial year 2013-2014. This has freed up staff resources at the branch outlets.