Uganda

A Straight-Through Process (STP) for contributions collection for the National Social Security Fund (The Fund)

In a fast changing world, effective data management differentiates efficient organizations from the rest. In the past, the National Social Security Fund (herafter, The Fund) struggled with data management. This process was manual and required a team of dedicated staff. Posting of contributions to member accounts witnessed delays and some cases, totally forgotten. The result was that in June 2014, The Fund had USD 30 million in suspense accounts. The Straight Through Process (STP) project for contribution collection was implemented to ensure that:

The National Social Security Fund Friends with Benefits campaign initiative

The National Social Security Fund (NSSF) would like to provide all its members effective social risk management solutions. Members should trust that the Fund delivers what it promises. The Fund has faced accusations that qualifying members are not paid their savings when they are due. It was also reported that most members use up all their savings within 48 months after payment.

The Fund developed a public tactical campaign that sought to show that:

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.