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Fred Percy Kisa
HEAD OF OPERATIONS
Fred Percy Kisa
HEAD OF OPERATIONS
This FY2022 has been a year of ground-breaking changes at the Fund. Albeit during turbulent economic times, we continued to live up to our promise to make our members’ lives better. We achieved this by leveraging technology and empowering our staff to deliver an exceptional customer experience.
This FY2022 has been a year of ground-breaking changes at the Fund. Albeit during turbulent economic times, we continued to live up to our promise to make our members’ lives better. We achieved this by leveraging technology and empowering our staff to deliver an exceptional customer experience.
This year, the Fund participated in the International Customer Experience Awards which were held in the United Kingdom to celebrate the accomplishments of organisations in customer experience (CX) all over the world.
The Fund emerged as the Gold and Silver winner in three categories out of the four nominations that made it to the finals. The Fund is the first organisation from Africa to win these prestigious awards.
We were recognised for the best use of customer insight and feedback, and customer and employee experience in a crisis.
In addition, NSSF was awarded for its ability to keep its employees engaged and motivated to serve customers from anywhere under the same category.
This year, the Fund participated in the International Customer Experience Awards which were held in the United Kingdom to celebrate the accomplishments of organisations in customer experience (CX) all over the world.
The Fund emerged as the Gold and Silver winner in three categories out of the four nominations that made it to the finals. The Fund is the first organisation from Africa to win these prestigious awards.
We were recognised for the best use of customer insight and feedback, and customer and employee experience in a crisis.
In addition, NSSF was awarded for its ability to keep its employees engaged and motivated to serve customers from anywhere under the same category.
The NSSF Amendment Act 2022 allowed for midterm access to savings for our members who are 45 years and older (terms and conditions applied).
We received an unpreceded influx in claims traffic of 22,433 applications in a space of four months. We successfully processed and paid out a total of 22,433 members worth UGX 457Bn by end of the financial year, within an average pay-out turnaround time (TAT) of four days – way ahead of the regulatory requirement of 45 days.
We were able to achieve this efficiency through the use of technology, like Robotics Process Automation (RPA).
We successfully finalised the two-year long structure review in which the operations function was merged with the Business and IT Departments. This is instrumental for the Fund because it will help us to implement stronger governance, remove silos, and optimise synergies for an organisation-wide digital transformation, driven by data science and analytics and business process re-engineering.
The NSSF Amendment Act 2022 presents great opportunities for the Fund, and our focus shall be to transform the Fund into an agile and digital organisation that proactively anticipates and quickly responds to our members’ needs, and delivers an exceptional customer experience.
The NSSF Amendment Act 2022 allowed for midterm access to savings for our members who are 45 years and older (terms and conditions applied).
We received an unpreceded influx in claims traffic of 22,433 applications in a space of four months. We successfully processed and paid out a total of 22,433 members worth UGX 457Bn by end of the financial year, within an average pay-out turnaround time (TAT) of four days – way ahead of the regulatory requirement of 45 days.
We were able to achieve this efficiency through the use of technology, like Robotics Process Automation (RPA).
We successfully finalised the two-year long structure review in which the operations function was merged with the Business and IT Departments. This is instrumental for the Fund because it will help us to implement stronger governance, remove silos, and optimise synergies for an organisation-wide digital transformation, driven by data science and analytics and business process re-engineering.
The NSSF Amendment Act 2022 presents great opportunities for the Fund, and our focus shall be to transform the Fund into an agile and digital organisation that proactively anticipates and quickly responds to our members’ needs, and delivers an exceptional customer experience.
“Beyond the support to ensure that members successfully withdraw their savings, we have also boosted our financial wellness programme to enable our members to continue making the best decisions regarding the investment of their hard-earned money. This is advised by our research that shows that only 2% of savers who withdraw their money go on to invest it in long-term projects while others fall back on hard times. We aim to ensure that we remain relevant to our savers at any stage of their journey with us.”
Richard Byarugaba
MANAGING DIRECTOR
“Beyond the support to ensure that members successfully withdraw their savings, we have also boosted our financial wellness programme to enable our members to continue making the best decisions regarding the investment of their hard-earned money. This is advised by our research that shows that only 2% of savers who withdraw their money go on to invest it in long-term projects while others fall back on hard times. We aim to ensure that we remain relevant to our savers at any stage of their journey with us.”
Richard Byarugaba
MANAGING DIRECTOR