Customer Satisfaction
Key Initiatives

Customer Satisfaction
Key Initiatives

OctoPAS – The Endless World of Opportunities

We completed the implementation of our Pension Administration System (PAS), which will be a game changer for the Fund to remove redundant back office administration and improve efficiencies. This will improve the turn-around time to reach our FY2025 target of paying benefits within 24 hours.

 

Launched in December 2021, OctoPas is a key milestone for the Fund, presenting new opportunities in the “Now You Can” universe and enabling everyone anywhere to take charge of their future. It drives self-serve and automation for customers.

We launched the new Pension Admnistration System (OctoPas) with staff

We completed the implementation of our Pension Administration System (PAS), which will be a game changer for the Fund to remove redundant back office administration and improve efficiencies. This will improve the turn-around time to reach our FY2025 target of paying benefits within 24 hours.

 

Launched in December 2021, OctoPas is a key milestone for the Fund, presenting new opportunities in the “Now You Can” universe and enabling everyone anywhere to take charge of their future. It drives self-serve and automation for customers.

We launched the new Pension Admnistration System (OctoPas) with staff

OctoPAS
features

  • A 360-degree view of the customer
  • Automated computation of interest rate and penalties
  • Straight-through processing of transactions
  • Multiple service channels
  • 24/7 service delivery
  • Self-service capabilities
  • Seamless integration with third-party systems
  • Process innovation
  • Employer self-registration of an employee
  • Scalability through agent networking
  • Multi-fund and multi-currency administration
  • Product innovation and configuration
  • Improved benefits process

Impact of OctoPAS on customer experience

  • Faster member account information update without manual intervention
  • Improved turnaround time, thereby increasing service delivery
  • Faster and real-time member transactions

OctoPAS
features

  • A 360-degree view of the customer
  • Automated computation of interest rate and penalties
  • Straight-through processing of transactions
  • Multiple service channels
  • 24/7 service delivery
  • Self-service capabilities
  • Seamless integration with third-party systems
  • Process innovation
  • Employer self-registration of an employee
  • Scalability through agent networking
  • Multi-fund and multi-currency administration
  • Product innovation and configuration
  • Improved benefits process

Impact of OctoPAS on customer experience

  • Faster member account information update without manual intervention
  • Improved turnaround time, thereby increasing service delivery
  • Faster and real-time member transactions

Improving customer Service

Customer Centricity is one of our core values
Our approach to making a lasting, positive change in our customers’ lives is focused on talent, diversity, equity and inclusion. In our efforts to position ourselves as an invaluable partner on anyone’s path to achieve their life savings dreams in the short term and long term, we have continued to build deep and lasting relationships with our customers, through:

  • Treating them fairly, communicating with them transparently and delivering our products and services in an inclusive way that respects and reflects the diversity of the customers we serve
  • Delivering a world-class customer experience, which is measured through customer feedback
  • Living up to our promise to make lives better by adapting to changing customer needs
  • Listening to our customers and introducing new ways to make it easier for customers to interact with our products and services

Understanding our customer needs

Customer experience starts with understanding our customers and their journey. In reaffirming our renewed promise to make lives better, by developing sustainable and flexible solutions that positively impact our members’ lives, we continued to invest in our customer relationships. This was through direct feedback from customers, and via surveys done by media and rating agencies. Our purpose is to identify opportunities to improve the service experience.

The key insights we use to continuously improve our services, and remain customer-centric are:

  • Interaction and engagements
  • Survey feedback
  • Complaints management
  • Sentiment analysis
The key objectives and metrics we track are:


  • Customer Satisfaction Index (CSI)
  • Net Promoter Score (NPS) – both relational and transactional
  • Customer complaints and resolution
  • Service quality and service level

In our member’s own words:

I like the smartness of NSSF and the way that they are organised. From the moment you enter the branch, the customer flow is organised, and you know where to go to. Source: FGD Mbale

We acknowledge the need for greater improvement to further enhance our customer experience. We are always open to feedback and acknowledge the need for continuous advancements.

Improving customer Service

Customer Centricity is one of our core values
Our approach to making a lasting, positive change in our customers’ lives is focused on talent, diversity, equity and inclusion. In our efforts to position ourselves as an invaluable partner on anyone’s path to achieve their life savings dreams in the short term and long term, we have continued to build deep and lasting relationships with our customers, through:

  • Treating them fairly, communicating with them transparently and delivering our products and services in an inclusive way that respects and reflects the diversity of the customers we serve
  • Delivering a world-class customer experience, which is measured through customer feedback
  • Living up to our promise to make lives better by adapting to changing customer needs
  • Listening to our customers and introducing new ways to make it easier for customers to interact with our products and services

Understanding our customer needs

Customer experience starts with understanding our customers and their journey. In reaffirming our renewed promise to make lives better, by developing sustainable and flexible solutions that positively impact our members’ lives, we continued to invest in our customer relationships. This was through direct feedback from customers, and via surveys done by media and rating agencies. Our purpose is to identify opportunities to improve the service experience.

The key insights we use to continuously improve our services, and remain customer-centric are:

  • Interaction and engagements
  • Survey feedback
  • Complaints management
  • Sentiment analysis
The key objectives and metrics we track are:


  • Customer Satisfaction Index (CSI)
  • Net Promoter Score (NPS) – both relational and transactional
  • Customer complaints and resolution
  • Service quality and service level

In our member’s own words:

I like the smartness of NSSF and the way that they are organised. From the moment you enter the branch, the customer flow is organised, and you know where to go to. Source: FGD Mbale

We acknowledge the need for greater improvement to further enhance our customer experience. We are always open to feedback and acknowledge the need for continuous advancements.

To improve the quality of our customer experience, we:

Worked with different internal teams to include Technology and Enterprise Solutions, Marketing and Corporate Affairs to timely identify and close service gaps in the areas of:
    • Benefits application processing
    • Customer Satisfaction Index (CSI)
    • Mystery Shopper reports
    • Internal service quality reviews
Conducted root cause analysis to identify:
  • Customer pain points
  • Implemented solutions to avoid recurrence of issues
Solicited customers’ direct feedback on their experiences and needs through a range of channels including digital feedback portals via:
    • Customer satisfaction surveys
    • Customer Satisfaction Index (CSI)
    • External media
    • Rating agencies
    We take this feedback seriously and use it to improve our approach and offerings.
Continued to empower our customer-facing staff with relevant standards of service and information content through:
  • Collaboration
  • Leadership coaching session
  • Customer experiential training
  • Digital transformation certification
  • Benchmarking
  • Regular cohort hurdles
These provided a platform to share experiences and address challenges hindering service delivery and implement appropriate solutions.

To improve the quality of our customer experience, we:

Worked with different internal teams to include Technology and Enterprise Solutions, Marketing and Corporate Affairs to timely identify and close service gaps in the areas of:
    • Benefits application processing
    • Customer Satisfaction Index (CSI)
    • Mystery Shopper reports
    • Internal service quality reviews
Conducted root cause analysis to identify:
  • Customer pain points
  • Implemented solutions to avoid recurrence of issues
Solicited customers’ direct feedback on their experiences and needs through a range of channels including digital feedback portals via:
    • Customer satisfaction surveys
    • Customer Satisfaction Index (CSI)
    • External media
    • Rating agencies
    We take this feedback seriously and use it to improve our approach and offerings.
Continued to empower our customer-facing staff with relevant standards of service and information content through:
  • Collaboration
  • Leadership coaching session
  • Customer experiential training
  • Digital transformation certification
  • Benchmarking
  • Regular cohort hurdles
These provided a platform to share experiences and address challenges hindering service delivery and implement appropriate solutions.

Promoting Self-Service Channels

To enable our customers to take charge of their future, we continuously leverage technology to improve service experience, enable self-service and utilisation of our self-service electronic channels. As a result, we achieved the following during the financial year:

  • Registered an electronic channel usage to the walk-in ratio of 93 to 7
  • Served 1,357,701 customer transactions via USSD, SMS and IVR service channels that can be accessed by every phone holder
  • NSSFGo app base grew by 19% to 91,165 from the previous financial year
  • YouTube views grew by 76.6% to 2,404,298
  • NSSFGo web visitors grew by 33.6% to 434,680
  • Corporate web visitors grew by 111.3% to 1,059,769
  • Twitter engagements increased by 346.1% to 806,994
  • Facebook engagements registered a 22% growth to 858,037

Our Self-service channels have created convenience to our customers to access our services.

Promoting Self-Service Channels

To enable our customers to take charge of their future, we continuously leverage technology to improve service experience, enable self-service and utilisation of our self-service electronic channels. As a result, we achieved the following during the financial year:

  • Registered an electronic channel usage to the walk-in ratio of 93 to 7
  • Served 1,357,701 customer transactions via USSD, SMS and IVR service channels that can be accessed by every phone holder
  • NSSFGo app base grew by 19% to 91,165 from the previous financial year
  • YouTube views grew by 76.6% to 2,404,298
  • NSSFGo web visitors grew by 33.6% to 434,680
  • Corporate web visitors grew by 111.3% to 1,059,769
  • Twitter engagements increased by 346.1% to 806,994
  • Facebook engagements registered a 22% growth to 858,037

Our Self-service channels have created convenience to our customers to access our services.

Annual Members Meeting

On 29 September 2021, the Fund held an interactive Annual Members Meeting (AMM) in line with our commitment to transparency and accountability to NSSF members, stakeholders and the general public. The event has, over the years, become a significant highlight for the Fund, attracting key NSSF partners as well as contributors.

During the meeting, Fund management shared information about social security and current social security trends and the operations of NSSF regarding contributions collection, benefits payments, investments and future initiatives. The event showcases the “Now you Can” opportunities and possibilities within the Fund with the promise to make lives better for our customers.

 

The Board of Directors reported on the performance and plans of the Fund for the current financial year, and in turn, received feedback in an interactive forum.

Play Video

 

More than 30,000 members were invited to attend the event virtually through our online platforms, television and the Fund’s social platforms

Achievements: We attained total registrations of 31,160, with an overall rating of 84%. The total real-time livestream views on NSSF pages were 11,081, and the on-demand total livestream views on the NSSF page were 78,539.

Annual Members Meeting

On 29 September 2021, the Fund held an interactive Annual Members Meeting (AMM) in line with our commitment to transparency and accountability to NSSF members, stakeholders and the general public. The event has, over the years, become a significant highlight for the Fund, attracting key NSSF partners as well as contributors.

During the meeting, Fund management shared information about social security and current social security trends and the operations of NSSF regarding contributions collection, benefits payments, investments and future initiatives. The event showcases the “Now you Can” opportunities and possibilities within the Fund with the promise to make lives better for our customers.

 

The Board of Directors reported on the performance and plans of the Fund for the current financial year, and in turn, received feedback in an interactive forum.

Play Video

 

More than 30,000 members were invited to attend the event virtually through our online platforms, television and the Fund’s social platforms

Achievements: We attained total registrations of 31,160, with an overall rating of 84%. The total real-time livestream views on NSSF pages were 11,081, and the on-demand total livestream views on the NSSF page were 78,539.

Growing our customer base
Growing our customer base

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