Africa
Africa
Code
AFR
Region type
Official
Reception area optimization project (efficient and innovative)
Since April 2014 the Social Insurance Institute - State Employees' General Retirement Fund (Institut de prévoyance sociale - Caisse générale de retraite des agents de l'Etat (IPS - CGRAE)) has been the object of a major reform which aims notably to ensure continued improvements in the quality of services provided to insured persons by setting up an efficient reception structure.
Simplification of the proof of life procedure
Good governance on Fund financing requires a set of regular checks including proof of life.
In this context and in anticipation of a national and computerized civil register allowing death investigations, the Pension Fund of Morocco (Caisse marocaine des retraites (CMR)) has adopted an innovative practice based on pension provision control in the beneficiary's bank branch. Thus, targeted pensioners simply go to their usual bank branch to get their pensions by e-mandate. This release is therefore treated as a proof of life.
Institutionalization of a performance management system - The "Navigator"
Improving performance management has been identified as core to achieving the strategic objectives of an entity. In 2008, the Fund implemented a performance management system (PMS) to plan, monitor and evaluate performance. Though well crafted, this plan failed and Fund performance continued to be at sub-optimal levels.
In order to improve our services and maintain our strong financial position we had to implement a robust PMS. We developed a PMS that was customized from the balanced score card framework and named it the 1cNavigator 1d.
Mobile phone based service delivery
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.
Stakeholder communication and engagement - Annual Members Meeting initiative
National Social Security Fund (NSSF) Uganda's strategic stakeholders communications approach through the Annual Members Meeting (AMM) is an initiative intended to provide a platform to effectively and directly communicate to NSSF key stakeholders about the operations of the Fund, and at the same time to hear from them.
It was introduced and held on March 19, 2013 and was attended by 1,000 NSSF members.
Extension of coverage to difficult-to-cover groups
Tanzania has a population of about 45 million people of which working force aged between 15 and 60 years is 23 million people (Population and Housing Census 2012). Only 1.5 million people i.e. 6.5% of the working force get social security protection. Almost 99% of the people who are covered by social security schemes work in the formal sector. 21.5 million people in the working force group are not covered by any comprehensive social security protection.
Biometric identification
Biometric identification is a method of identifying socially insured persons using their fingerprints and a photograph. The insured person is given a card after the identification process has taken place. The card holds all the information about the career of the insured person.