Relationship management model for contributions collection
The National Social Security Fund (NSSF) is the only mandated social security provider to employees in the private sector in Uganda. It had been characterized by low growth of membership, low levels of contributions and high operating costs. This was compounded by the NSSF’s tainted image arising from its previous poor service delivery and investment scandals that had played out in the public arena.
In November 2010, new management embarked on an urgent initiative to restructure NSSF operations in order to gain public trust, grow membership, increase contributions and reduce operating costs. An operating model emphasizing relationship management was introduced to raise compliance levels, grow membership and reduce overall operating costs. The NSSF has shortened processing times and improved customer service.
A communication programme was also rolled out to remind employers and employees of their rights and obligations.
This model has had a remarkable impact on accelerating the growing registration of new members and contributions while at the same time lowering the cost of administration. With this model, contributions have grown by over 21 per cent, compliance has improved to 65 per cent (from 48 per cent) and new member registrations have grown by over 30 per cent. The cost of collecting contributions has reduced by 18 per cent.
2Uganda NSSF 2011-2.pdf 262.03 kB