The National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) of Tunisia has for the past two decades faced problems relating to fiscal imbalance and budgetary constraints. This double bind led it to revamp its internal management style and methods of work by introducing a Lean Management approach. 

The project to implement a client-oriented, process-based management (Management par Processus Orientée Client  –  MPOC) approach is part of a twinning agreement with the Social Agricultural Mutual Benefit Society (Mutualité sociale agricole  –   MSA) in France and reflects a new CNSS strategic vision characterized by a more open and cross-cutting style of management, which is necessary to boost productivity, quality, and security, and to bring savings in administrative costs. 

The Director General of the CNSS therefore opted to run a pilot project in the first instance in order to test a single process (management of the supplementary pension scheme, or Régime complémentaire de retraite – RCR). This scheme, which awards a single, non-complex benefit, makes it possible to obtain fast, concrete results. The approach will subsequently be applied to all business and support processes, both strategic and operational, by 2020.