Electronic service delivery channels
Previously, the National Social Security Fund (NSSF) only provided services to its members when they visited its offices. Member statements showing their contribution balances were only issued in hard copy and follow up on claims necessitated visiting the NSSF offices, which was costly and inconvenient to both the members and the NSSF.
To make it more convenient for members to access NSSF’s services and to reduce the costs of its operations, the NSSF introduced electronic service delivery channels to enable members to view their contribution balances and follow up their claim processing on mobile phones, through the internet and via the toll free line managed through the call centre.
Since the introduction of these electronic channels, 46 per cent of statements are now issued electronically. Feedback from members indicates that services through the electronic channels are quicker, cheaper, customer friendly, convenient and have improved service delivery, positioning NSSF as being customer focused organization.
2Uganda NSSF 2011-1.pdf 189.19 kB