In a bid to improve efficiency and convenience for its members, the National Social Security Fund (NSSF) has harnessed advanced technology to expedite the processing of retirees’ benefits, reducing the turnaround time to just 24 hours by the end of the current strategic period. This marks a significant improvement from the previous 10-day processing period.
A New Strategic Vision
This technological transformation is a key component of NSSF’s Corporate Strategic Plan for 2023–2027. The plan outlines ambitious goals aimed at delivering world-class service to its expanding membership base. “This acceleration of the benefit payment process reinforces transparency, security, and convenience for all our members, aligning with the Fund’s core values of integrity and customer-centric service,” said NSSF Managing Director, David Koross.
Investing in Digital Solutions
To achieve these objectives, NSSF has made substantial investments in digital solutions that streamline processes and reduce the need for direct customer interactions. Among these initiatives is the NSSF e-Service portal, which simplifies employer tasks such as registering organizations, submitting monthly employee returns, and generating electronic payment slips. Employers can also validate their compliance certificates through the portal, enhancing the efficiency of their interactions with the Fund.
For individual members, the e-Service portal provides easy access to their contribution statements, allowing them to monitor their accounts and stay informed about their benefits. NSSF has also introduced a USSD service (*303#), a mini-app on the M-Pesa platform, and a WhatsApp chatbot. These user-friendly channels enable members to register, check their NSSF numbers, access statements, and even make Tenant Purchase Scheme (TPS) payments.
Addressing Payment Delays
Koross highlighted that one of the main causes of delayed benefit payments is gaps in contributions, which members might not notice until they apply for their benefits. “By providing these digital platforms, we make it easier for members to monitor their accounts, ensuring their contributions are up-to-date and enabling us to process payments more quickly,” he explained.
Streamlining Contribution Payments
NSSF has also integrated with leading banks, including KCB, National Bank of Kenya, and Co-operative Bank, to simplify the contribution payment process. Employers can now make contributions directly through these banks, reducing the risk of errors and delays. This integration ensures that payments are accurately credited, streamlining follow-ups for members.
Moreover, NSSF has improved the efficiency of benefit payments by allowing members to track the status of their claims through the USSD service and WhatsApp chatbot. Once a member applies for benefits from an NSSF branch and submits all necessary documents, the payment process can be completed within 24 hours.
Expanding Access and Integration
NSSF has integrated with other government agencies, such as the Business Registration Service, to offer a seamless, one-stop solution for employer registration. This integration allows employers to register with multiple agencies, including KRA and the Social Health Authority (formerly NHIF), through a single platform.
Additionally, NSSF has automated its workflows, significantly reducing the time required to process benefit claims. The implementation of an Electronic Document Management System (EDMS) has decentralized benefits processing, allowing most tasks to be handled directly from branch offices.
Expanding Physical Presence
To further enhance accessibility, NSSF has expanded its national presence, establishing branches in all 47 counties and service points at all 57 Huduma Centres across Kenya. The organization is also setting up new service outlets in strategic locations such as Changamwe, Kikuyu, Ruiru, Mandera, and Mlolongo, bringing its services closer to members and reducing the need for long-distance travel.
Redefining Social Security Service Delivery
“Through these comprehensive digital transformations and physical expansions, NSSF is redefining the standards of social security service delivery in Kenya, ensuring that our members receive their well-deserved benefits promptly and conveniently,” Koross stated.
