Service Quality

Service Quality

App folder
sites/default/files/images/guidelines/COLL08/
Guideline code
SQ
Old code
COLL08
Weight
1

Establishment of a research unit within the National Social Insurance Fund

The National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNaPS) of Madagascar has created a think tank devoted to social security. This innovative initiative aims at remedying the inadequacy of academic research on the subject and its inability to influence public policy. The goal is to provide high-quality services to a large number of beneficiaries.

Raising awareness of social security in Catholic schools

The National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNaPS) is continuing its efforts to extend social security coverage in Madagascar. An initiative to expand awareness raising activities has become a laudable strategy in terms of its achievements. In 2014 it launched a programme for Catholic school leaders that promotes and raises awareness on the provisions of social security and of their responsibilities regarding such rights.

Enhancing records management system: A case of the National Social Security and Insurance Trust

The National Social Security and insurance Trust (NASSIT) was established through Parliamentary Act No. 5 of 2001 and charged with the responsibility of administering the Sierra Leone Pension Scheme. The scheme started operations in January 2002 as a mandatory contributory defined benefit Pension Plan. As at December 2010, NASSIT had 161,000 active Members (Contributors) and operates a payroll of over 12,000 Pensioners. By end of December 2014, membership of the Scheme grew to 165,000 and the number of Pensioners grew to 14,500.

Enhancing customer experience and increasing penetration through a mobile application

Financial institutions in Africa have successfully plugged into the mobile ecosystem and deployed services that have revolutionized service delivery, transforming customer engagement touch points and feedback mechanisms as well as enhancing responsiveness of the financial institutions. In addition to this mobile tech has enabled financial penetration. Currently Kenya has 68 per cent financial penetration through mobile tech and is at 80 per cent in use. While many Social Security services providers use mobile technology, they are still to fully leverage on its capabilities.

Enhancing scheme administration efficiency through the adoption of digital records management

Records Management is a critical part of social security administration. The inherent risks in poor records management are not only limited to incorrect payments but often expose the scheme to fraud, loss of data/information, compromised data integrity, poor fund management leading to non-realization of return on investment, litigation, etc.

Seychelles Pension Fund Pension calculator

In January 2015, the Seychelles Pension Fund (SPF) implemented a new pension formula, this was to strengthen the link between contributions and benefits and provide incentives for members to contribute longer periods as they benefit from a higher pension. Due to the complexity of its components (Average Wage, Annual Average Wage Growth, Accrual Rate and Years of Contributions), the pension calculator was designed to enable members to get an indication of their pension without having to understand the technicality of the formula.

Lean Management in social security: Project to implement a client-oriented, process-based management (MPOC) approach at the National Social Security Fund in Tunisia

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. 

Enhanced benefit packages for National Hospital Insurance Fund members

Prior to 2015, the National Hospital Insurance Fund (NHIF) was only offering Inpatient services to the members on a rebate system. This arrangement was still deficient in breadth for some crucial medical services required by its members, specifically, surgical care and specialized laboratory investigations. This meant that members were still incurring out-of-pocket expenditure to access advanced treatment.

Beneficiaries affairs

The unexpected separation of Southern Sudan from Sudan had a significant impact on the total economy of the state since 75 per cent of oil revenues which is produced from the south fields has gone to the new country. This new situation led to rapid declining in the rate of exchange of local currency and consequently weakens the value of our pensions. Immediate actions had to be taken in order to minimize the poverty among pensioners.

Specific measures to support beneficiaries in the agricultural sector

The National Social Security Fund for Non-Salaried Workers (Caisse nationale de sécurité sociale des non-salariés – CASNOS) oversees the compulsory coverage of social insurance and retirement benefit risks of independent farm and non-farm workers operating in Algeria. It manages the collection of compulsory contributions.

The farming industry experienced difficult times in the 1990s, during which farmers were unable to pay their contributions, resulting in the loss of all benefits for themselves and their dependants.