The National Social Insurance Fund of Cameroon (Caisse nationale de prévoyance sociale (CNPS)) has developed an online client account consultation tool with a constant view to modernizing its operations and providing its insurees and their employers with real-time information on their status in its records.

Using their membership number clients can create a login and access their personal or company data directly on the www.cnps.cm site. This allows clients to confirm the accuracy of their data and information and request any necessary updates.

The National Social Insurance Fund of Cameroon (Caisse nationale de prévoyance sociale (CNPS)) users were experiencing lengthy waiting times as their files were reviewed by several departments (reception, benefits and accounting) and each step of the review involved separate processing and validation. The CNPS responded to this by developing and implementing a global unified process referred to as the "Total Office" ("Le Bureau Total").

Faced with an inflow of applications from users, the Directorate-General noted serious deficiencies in in its reception process, which sometimes led to a build-up of claimants at the counters while certain benefits remained unpaid, with no explanation.

Pensions are paid in cash quarterly at several payment sites across the country. This requires the involvement of extensive human  (including employees of the National Social Insurance Fund (Caisse nationale de prévoyance sociale (CNPS)), police, and financial institutions) and financial resources (including food for the pensioners, logistics, and security).

• Evolution of the achievement rate based on the time required for the completion of the transaction of the average time of treatment (10-15) days.
• Target rate of accomplishment increased from 70 to 98% (2011-2013) after analysing the reasons for the transaction delays (support by workers (manpower)/adopt new mechanisms to deal with the Ministry of Finance).
• Reduce the frequency rate (by directly communicating with clients).
• Preparation and special paper key performance indicators for social security institutions.
• Execute the plan

As part of its long-term vision, the National Social Security Fund (Caisse nationale de sécurité sociale (CNSS)) adopted a ten-year strategic plan in 2009. One of its operational objectives is to cover 90% of the population under the provisions of Law no. 015-2006/AN of 11 May 2006 relating to the social security scheme applicable to employed and assimilated workers in Burkina Faso by 2020.

A results based management (RBM) is a method of management whereby stakeholders and the Directorate General agree on objectives to be achieved in a given period, together.

The National Social Security Fund (Caisse nationale de sécurité sociale (CNSS)) of Burkina Faso had to face many challenges:

• very poor coverage rate (6% of the population);

• underdeveloped social protection;

• inefficient internal organization;

• slow and inefficient computerization;

• undervalued human resources.

These major challenges facing social security funds call for far-reaching reforms that will ensure the sustainability of our systems.

The Pension Fund of Morocco (Caisse marocaine des retraites (CMR)) ensures the financial equilibrium of the pension schemes it manages by preparing actuarial balance sheets that are presented annually to its Board of Directors. The balance sheet results help decision-makers assess the scheme's financial sustainability and take decisions on steering the system or adjusting the parameters.

The objectives of the National Health Insurance Fund (Caisse nationale d'assurance sociale (CNAM)) are expenditure control and improving the quality of care. Electronic transmission requirements and medical control prerogatives have made it necessary for the CNAM to invest in the automated processing of medical claim forms.

The main objective is the establishment of a decision-support system with a medical knowledge base which would take into account the specificities of each medical claim form.

Since its reorganisation in 1996, the Pension Fund of Morocco (Caisse marocaine des retraites (CMR)) has managed civil service pension schemes and services on behalf of third parties. The CMR follows a multi-annual strategic planning process, characterized by a multidimensional, balanced distribution of its objectives into five areas of focus: governance, finance, process, resources and clients.

Thanks to its ambitious strategic plan and its Excellence Programme, the Collective Scheme for Retirement Allowances of Morocco (Régime collectif d'allocation de retraite (RCAR)) implemented a fully flexible multichannel customer relationship system, to anticipate and meet the expectations of the government, its customers and its partners.

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 at ensuring ongoing improvements in the quality of services provided to insured persons by accelerating payment of the first pensions after retirement.

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.

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.