In Kenya, there are several options for post-retirement medical coverage, including private insurance plans and schemes offered by the government. The National Hospital Insurance Fund (NHIF) is one such government-run scheme that provides coverage for medical expenses for individuals who are retired and receiving a pension. Additionally, there are private health insurance companies that offer plans for retirees.

In early 2012, the Libyan Centre for Consultancies and Human Development (LCCHD, hereafter the Centre) was assigned to carry out the task of conducting the annual Training Needs Assessment (TNA) and delivering quality training for all Social Security Fund (SSF) employees across Libya.

Since the crisis started at the beginning of 2020, businesses have been experiencing lower activity levels. The hope of a quick recovery leads them to try, as much as they can, to keep on their employees, favouring part-time work and temporary lay-offs over letting people go entirely.

Inadequate minimum old-age pensions and insufficient social security contributions were the challenges that the Social Security Fund (SSF, hereafter the Fund) of Libya had to overcome by consulting the Libyan Centre for Research and Actuarial Studies, which resulted in an increase in the contributions rate from 15 per cent to 20.5 per cent, thus enabling the Fund to raise the minimum old-age pension by 100 per cent.

Achieving universal health coverage (UHC) is a key strategic goal for the government of Zambia. In pursuit of UHC, the National Health Insurance Management Authority (NHIMA) is extending health insurance coverage to the poor and the vulnerable. This extension requires robust estimates of the cost and fiscal implications to the government, and the National Health Insurance Scheme (NHIS).

Late payment of claims to certified health care was a daunting challenge experienced by the National Health Insurance Fund (NHIF, hereafter the Fund) of the United Republic of Tanzania. Delays on payments to health care providers was also source of complaints to certified health facilities, as well as registered beneficiaries. Amongst the key causes of late payments to health care providers were the use of an offline claims submission system or sometime manual process.

In a situation marked by discourteous behaviour, extortion attempts against insured persons by rogue agents and unusually long processing times for some case files, the National Social Security Fund (Caisse nationale de prévoyance sociale – CNPS) of Cameroon has adopted the practice of publishing and posting the phone numbers and e-mail addresses of managers to make it easier for users/clients to lodge complaints against case handlers.

Since 2020, the unfavourable economic context and its negative social impacts have led Madagascar’s National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNaPS) to provide social protection in the form of a one-off, non-refundable cash grant to its pensioners and annuitants, as well as to its unemployed members.

During COVID-19, many members’ livelihood of the National Social Security Fund (NSSF or hereafter the Fund) of Uganda was disrupted, and Government expedite the amendment of the NSSF Act to allow the savers access 20 per cent of their saving if they reach 45 years and have saved for over ten years. This new benefit was termed Mid-Term Access.

To receive this benefit 112,000 members were eligible for the calendar year 2022
(January–December). This was going to be an uphill task given that the Fund previously paid approximately 20,000 members annually.

The Egyptian state has taken great steps towards digital transformation and building a digital Egypt. To reach a digitally connected and integrated government, and expanding the provision of automated services, the National Organization for Social Insurance (NOSI) of Egypt is working towards promoting and developing the information and communication technology (ICT) infrastructure, setting plans and strategies to achieve such goals, keeping in mind improving the work environment and raising the level of performance within the various state institutions.

The opening of a childrens’ library within the National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNPS) of Cameroon aims to improve the working and living conditions of staff by creating a safe space, conducive to reading and learning, for their children. The institution sees it as part of its social responsibility. This space serves a twofold purpose: welcoming staff members’ children while their parents are still working and offering them a range of school and other books to read and consult as well as a place for schoolwork.

E-CNAM is a secure responsive web platform that aims to facilitate online access to the various services provided by Tunisia’s National Health Insurance Fund (Caisse nationale d’assurance maladie – CNAM) by taking a bottom-up approach. This has enabled the implementation and integration of functionalities relating to CNAM benefits via a package of quality digital services tailored to each type of user (with a space for social security beneficiaries and another for health-care providers), and it has consequently enabled these users’ needs to be met.

The customer care quality charter sets out, through its various provisions, a code of conduct towards insured persons to which staff at the Democratic Republic of the Congo’s National Social Security Fund of Public State Employees (Caisse nationale de sécurité sociale des agents publics de l’État – CNSSAP) are expected to adhere. It is signed by all staff members, whether in front-office or back-office roles, and compliance with its provisions is mandatory.

The achievement of universal health coverage (UHC) requires the successful implementation of social health protection policies and interventions. To successfully implement Zambia’s National Health Insurance Scheme (NHIS) as a vehicle for achieving UHC, there is a need for high levels of service readiness and availability in the provision of health services, particularly from the public sector, which covers most of the desired healthcare services.

Mindful of sports development issues in Cameroon, the National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNPS) is eager to offer staff and other Cameroonians an opportunity to obtain sports coaching for their children. At the same time, it wants to help develop athletics into a high-quality sport. Accordingly, the CNPS has founded a club that serves as a breeding-ground for national athletics.

The campaign named Pas Kot Fon Pansyon pour en Konversasyon translated into Come to pension fund for a conversation was the campaign introduced in 2019 to encourage members to consider the Seychelles Pension Fund (SPF) as a primary source of information pertaining to pension issues.

With a view to strengthening its communication with beneficiaries, and as a straightforward way of making them aware of their rights and responsibilities, the Pension Fund of Morocco (Caisse marocaine des retraites – CMR) has produced a series of animated clips entitled “أجي نفهموا التقاعد” in Moroccan Arabic, or “Let’s understand retirement” in English.

The mission of Morocco’s CDG Prévoyance is to honour, as effectively as possible, the financial commitments of the schemes it manages. This necessarily involves the definition of an investment strategy capable of achieving the return and risk objectives that have been set. Roll-out of the strategy requires benchmarks to be established and shared with the external managers who have been charged with its implementation.

Prior to 2020, less than 10 per cent of the active Ivorian population had suitable social security coverage. This deficiency has prompted the State of Côte d’Ivoire to develop a national social protection strategy aimed at ensuring inclusive social protection and human development.

The competition is aimed at rewarding the best initiatives and professional practices in the field of occupational safety and health (OSH) among students in vocational and technical training. This initiative of the Social Security Fund (Caisse de sécurité sociale – CSS) of Senegal is reserved for students and aimed at raising the awareness of future workers and employers, while also creating a dynamic of reflection and sharing in the field of OSH.

The works are evaluated by a jury according to criteria based on:

Algeria’s National Fund for Paid Leave and Weather-Related Lay-Offs in the Construction, Public Works and Hydraulics Industries (Caisse nationale des congés payés et du chômage intempéries des secteurs du bâtiment, des travaux publics et de l’hydraulique – CACOBATPH), the only organization of its kind on the African continent and in the Arab world, offers workers in the construction, public works and hydraulics (CPWH) sectors, in addition to paid holidays, coverage for lay-offs owing to bad weather (snow, rain, ice, strong winds and so on) with a view to preserving the health and s

In Sub-Saharan Africa, the transport sector is considered an informal sector. As such, the workers in this sector do not generally benefit from social security coverage. This notwithstanding, Niger’s National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) came up with a strategy to provide social security coverage to this sector.

The COVID-19 pandemic had a severe impact on South Africa’s economy and the livelihood of its citizens. Many South Africans lost their incomes as a result of the pandemic and subsequent lock-down regulations. In an effort to provide relief, South Africa introduced a special COVID-19 Social Relief of Distress grant (cSRD) to address income support gap and food insecurity.

The progressive establishment of Mutual Benefit Society for Public Employees (Mutuelle de la fonction publique – MFP) agencies in Burundi’s provinces encourages a gradual decentralization of services – notably registration, benefit checks and contribution collection – and also promotes the extension of health-care coverage throughout the country.

Between 2015 and 2017, the National Institute of Social Security (Instituto Nacional de Segurança Social – INSS) of Angola outlined a strategy to ensure the sustainability of social security with a strong focus on modernizing the management and control of social security revenues. With the resources to use information and communication technology (ICT) for its implementation, in the last five years, a set of initiatives have been progressively and intensively operationalized to end with most administrative processes.

The analysis of results recorded by the Tunisian National Social Security Fund (Caisse nationale de sécurité sociale – CNSS), which was created in December 1960 to tackle numerous challenges (ensuring universal social coverage, restoring financial equilibrium, and securing the continuity of systems), exposes discrepancies between the achieved and expected results.

The National Health Insurance Fund (NHIF) in Kenya, hereafter also referred to as the Fund, which is a state corporation mandated to offer health insurance to the populace, deployed the Customer Relationship Management System (CRM) as a strategic move to timely address customers’ complaints and to boost customer satisfaction levels. The key benefits of the deployment of this system include a quick view of customer pain points, which lead to timely interventions that in turn enhances customer bonding.

The Motor Vehicle Accident Fund (MVAF, hereafter the Fund) of Botswana was established in 1986 and its mandate is to promote road safety, compensate, rehabilitate, and support those affected by road crashes in Botswana. In 2018, the Fund embarked on a project to develop the case management strategy to support the main five-year corporate strategy.

The Motor Vehicle Accident Fund (MVAF, hereafter the Fund) of Botswana’s mandate is to promote road safety and compensate those affected by road traffic accidents in the form of benefits (medical and rehabilitation costs, funeral costs, loss on income, loss of support and other necessary social support services). The total benefits payable by the Fund are limited by 1 million Botswanan pulas (BWP).

In the pursuit of its paperless policy, the National Social Security Fund for the Non-Salaried Workers (Caisse nationale de la sécurité sociale des non-salariés – CASNOS) of Algeria re-engineered its electronic records management system using state-of-the-art technologies.

This new, modern, universal system has quickly become a cornerstone of digital transformation by interacting with all of the fund's legacy systems.

The process of Proof of Life (PV) was based on stages, processes and the best technological resources available in 2011 (biometric collection). However, during the last decade there have been technological advances that have influenced and encouraged Angolan citizens to access to new technologies and allow the National Institute of Social Security (Instituto Nacional de Segurança Social – INSS) to progressively make available more agile and secure services to taxpayers, policyholders and pensioners.

Workers Compensation Fund (WCF) of the United Republic of Tanzania was established in July 2015 to provide reliable and efficient workers compensation services that mitigate
socio-economic impact of occupational injuries. As a new social security institution, it operated under manual systems, which triggered delays in employers’ registration, contribution receipting, file retrieval, claims notification and claims payment.

WCF began to automate its processes to:

CDG Prévoyance, a branch of Morocco’s Deposit and Management Fund (Caisse de dépôt et de gestion – CDG), is responsible for managing two institutions: the National Pension and Insurance Fund (Caisse nationale de retraites et d’assurances – CNRA) and the Collective Pension Scheme (Régime collectif d’allocation de retraite – RCAR). Its primary mission is to ensure the management of pension schemes and solidarity funds, while contributing to the country’s economic, social and human development.

The Kenyan Pension Governance Structure has been modelled to factor independence of service providers, regulators and trustees. The Trustees sit at the apex of this structure and report on the performance of the schemes to the Regulator (The Retirement Benefits Authority).

In 2012, as part of its paperless strategy, Morocco’s Interprofessional Retirement Fund (Caisse interprofessionnelle marocaine de retraite – CIMR) launched an e-signature application entitled “E-parapheur”. This electronic signature system was established with a view to securing the payment process through the creation of a paperless workflow for signing bank transfer orders for the payment of retirement benefits and purchases.

For a long period, Egypt has suffered a lack of development in providing governmental services in general, and the social insurance services in particular to citizens. In line with the general reform policy of the Egyptian State, and with the need to automate the services of all sectors, the National Organization for Social Insurance (NOSI) developed an automation and digital transformation strategy.

Due to the transformation of thousands of contributors to beneficiaries who receive cash benefits and pensions, unemployment among recent graduates from universities, and the large geographical area of Libya, it has therefore become essential for the Social Security Fund (SSF, hereafter the Fund) to establish new service facilities in order to provide services, deploy and utilize the youth, reduce the gap between contributors and insured persons, as well as motivate all sectors to produce decent jobs for young people.

The National Health Insurance Fund (NHIF, hereafter the Fund) of the United Republic of Tanzania has a goal of extending membership coverage to large part of the population. Most of the members covered are those from formal sector of the economy, specifically public servants.

The National Social Security Authority (NSSA) of Zimbabwe, hereafter referred as to the Authority, was using a manual system in the collection of contributions, registration, billing and submission of returns processes. There was no real time interface with clients, and this led to accumulation of backlogs in terms of capturing employer and employee data thus negatively impacting on data cleanliness levels.

A brainchild developed after years of engagement with informal sector participants, Rukisha which in English translates to “Leap”, is a proprietary solution that is poised to revolutionize the social security sector driving penetration and more significantly enhancing compliance in the payment of contributions.

The informal sector workers, including youth, are not covered by any regulated savings or social insurance schemes to help cushion the workers from shocks, loss of jobs, etc. In line with the National Social Security Fund (NSSF) of Kenya Act No. 45 of 2013 and Government agenda of providing universal social security coverage, NSSF developed a product “haba haba” which has short term maturity period.

In line with the International Social Security Association’s ISSA Guidelines on Service Quality, ISSA Guidelines on Contribution Collection and Compliance, as well as ISSA Guidelines on Information and Communication Technology, Eswatini National Provident Fund (ENPF, hereafter the Fund) has since digitized by introducing a mobile app, member, and employer portals.

The National Social Insurance Fund for Employees (Caisse nationale des assurances sociales des travailleurs salariés – CNAS), Algeria’s primary social security body, covers virtually all types of risk, namely social insurance (sickness, disability, maternity and death), occupational accidents and professional diseases. It also collects contributions and fulfils missions of a health and social nature.

The National Social Security Authority (NSSA, hereafter the Authority) of Zimbabwe has launched internet kiosks at each of the regional offices spread across the country. The members and employers who do not have access to internet and gadgets that facilitate access to internet, can visit the offices and have access to the NSSA self-service portal.

Since reforms of its scheme were implemented in 2003, the Interprofessional Retirement Fund (Caisse interprofessionnelle marocaine de retraite – CIMR) of Morocco has created its steering committee, composed of managers and senior members of the institution, which is aimed mainly at proposing to the Administrative Council all necessary measures to maintain the sustainability of the Fund over the long term, on the basis of updated financial and actuarial projections.

Despite the significant growth of workers in the social security system during the last decade, more than 7 million workers still remain unintegrated.

Investments in operational and technological management to simplify and facilitate declaration and contribution collection, which have contributed to the results achieved, have not been sufficient to change this situation.

As part of the roll-out of health coverage to the entire Togolese population – an estimated 10 million people – Togo’s National Institute of Health Insurance (Institut nationale d’assurance maladie – INAM) set out to provide rapid access to health care facilities to insured persons across the country.

Gabon’s National Health Insurance and Social Guarantee Fund (Caisse nationale d’assurance maladie et de garantie sociale – CNAMGS) is made up of four funds that cover different categories of members. When the CNAMGS was created, the Gabonese authorities committed to making the system of mandatory health insurance and social guarantee a reality, starting with cover for the most vulnerable population sectors who are not able to directly contribute to funding their own health care.

The long and difficult economic crisis which Cameroon went through between the mid-1980s and the early 2000s left its mark on the social security system managed by the National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNPS), plunging the country into a structural deficit that lasted until 2016.

South Sudan Pensions Fund (SSPF) is in the process of receiving the contributions from Khartoum for all the pensioners who worked in Sudan before South Sudan was given autonomy in 2005, and subsequently, became independent in 2011. This is in line with the Comprehensive Peace Agreement and South Sudan Pensions Fund Act, 2012.

South Sudan, as sovereign nation, has the Constitution and Pension Fund Act, 2012 mandate to follow up and ensure the contributions for the civil servants who worked in Sudan before independence was transferred to South Sudan.

The Child Support Grant (CSG) is one of the social assistance programmes in South Africa established to address child poverty. Emerging from the apartheid regime, the democratic government introduced the CSG in 1998 to replace the racially based State Maintenance Grant (SMG), which had been in existence from the 1930s providing income protection to white families, excluding most black families and their children. The new grant removed the racially discriminatory features, which expanded the coverage to all eligible children.

As part of the government's action plan to improve public services, particularly social security services for populations:

The Public Service Social Security Fund (PSSSF) United Republic of Tanzania, hereafter also referred to as the Fund, is a scheme that was established on 1 August 2018 by the Public Service Social Security Fund Act, No. 2 of 2018.

The case management system (CMS) project for the Motor Vehicle Accident Fund (MVAF, hereafter the Fund) of Botswana was implemented in 2018. MVAF identified the need to find ways to provide prompt and timely compensation and intensive rehabilitation to its claimants. The case management section was established in 2009 under the Customer Services Department to oversee medical treatment and rehabilitation and the overall welfare of its claimants.

In order to sustain a sufficient and independent social security programme, the National Social Security Fund for the Non-Salaried Workers (Caisse nationale de sécurité sociale des non-salariés – CASNOS, hereafter the Fund) from Algeria has always been faced with the everlasting challenge of maintaining a positive balance, in the present and the future, between its expenses and its main income from contribution collection.

Before July 2019, the National Health Insurance Fund (NHIF, hereafter the Fund) of the United Republic of Tanzania deployed various contribution collection systems, which caused a number of challenges on contribution management. Main challenges were experienced on contribution remittance, including accumulation of contribution arrears and suspense or direct credits contribution.

The Public Service Social Security Fund (PSSSF) of the United Republic of Tanzania, hereafter also referred to as the Fund, was established in August 2018 as a social security scheme for public Sector. In its mandate it had to serve employers, members, and pensioners of the Fund. PSSSF has the role of registering members, collect contributions, invest and pay benefits.

In view of the current economic conditions, which has been witnessed worldwide, highly affecting the economies of developing countries, the resulting to high rates of inflation had a direct negative impact on the economic situation and came as a hard blow to the population of those countries, including Egypt. The crises required a speedy intervention through the Public Treasury and the Social Insurance System in Egypt to address this problem and reduce the burden on pensioners and survivors and to improve living standards

One of the major requisite for the pensioners post their retirement from the Local Authorities Pension Trust (LAPTRUST) of Kenya has been to provide life certificates. In the past, one had to present themself physically before the schemes’ agent or have the life certificate issued by a competent authority.

Achieving software and data independence and limiting the reliance on external service providers in the field of information and communication technology, are crucial to maintain the continuity and facilitating social security tasks and procedures regarding benefits and compliance, particularly during the crises that Libya experienced.

The strategic approach taken by Gabon’s State Employees Pensions and Family Benefits Fund (Caisse des pensions et des prestations familiales des agents de l’État – CPPFAE) to improve member satisfaction involves carrying out a monthly satisfaction survey.

As part of this satisfaction survey, members who have made a complaint in month N are asked to take part in a questionnaire over the phone in the second week of month N+1, to collect their views on the services offered by the CPPFAE. These complaints concern the CPPFAE’s two working sections.

To ensure the sustainability of social security in the long term, it was considered strategic to promote a contributory culture, responsibility and installmental payments as a strategy, amongst other measures, such as the restructuring and computerization of the social security inspection services.

Since the National Social Insurance Fund of Chad (Caisse nationale de prévoyance sociale – CNPS) was established in 1956, its activities have been concentrated at its headquarters, with its provincial agencies considered merely payment and file-transmission centres. Indeed, payment slips were liquidated at head office and the funds sent to the agencies for disbursement.

The National Health Insurance Fund (NHIF) is mandated to ensure that the entire Kenyan population is shielded against catastrophic health expenditures which has a potential risk of pushing affected individuals to impoverishment. In execution of this mandate, NHIF undertakes five critical tasks which include beneficiary identification, member registration, revenue collection, empanelment and contracting of hospitals, and claims and benefits management. NHIF is connected to close to 8,000 health care providers.

When the world was hit by the COVID-19 pandemic in 2020, the South African Social Security Agency (SASSA) was forced to reduce the number of clients permitted to visit its offices.

Clients were not permitted to visit SASSA offices to give consent for funeral insurance deductions from their social assistance payments. Through collaboration with one of the local Fintech companies, SASSA introduced submission of electronic mandates in two phases:

The outbreak of the COVID-19 pandemic was an abrupt disruption that caused loss of lives, fear, uncertainty, and anxiety on how to manage the health, social and economic effects. Several of our members ended up needing specialised treatment from private medical facilities. Being unprecedented, insurance companies had limitations on coverage since this was a pandemic. This meant that members had to resort to out-of-pocket payment to cover the enormous medical bills.

The Seychelles Pension Fund (SPF or the Fund) undertook an extensive review of its investment management framework and related practices in 2021 and 2022. The exercise focussed on improving the institution’s Investment Policy framework, so that operations are aligned to international best practice and the prescriptions of the ISSA Guidelines.

The COVID-19 pandemic triggered a special focus on the need for data, digital connectivity, and technology in the Namibian Social Security Commission (SSC) as might have been experienced in many other member countries of the International Social Security Association (ISSA).

At the dawn of the outbreak of the COVID-19 pandemic, the Social Security Commission, launched, in collaboration with the Government of Namibia, the National Employment and Salary Protection Scheme (NESPS) for COVID-19 to strengthen the national response to the pandemic.

On the one hand, this activity helps to break the ice between the National Social Security Fund of Public State Employees (Caisse nationale de sécurité sociale des agents publics de l’État − CNSSAPE) of the Democratic Republic of the Congo (DRC) and its members, in order to create mutual trust between the two. Moreover, it facilitates exchange, most often around the issues that bring them together: namely, social security matters, but also the products and services offered.

The royal project to expand social security coverage in Morocco was launched in accordance with Framework Law No. 09-21 on social protection. The implementation of the royal project to expand social security coverage has been entrusted to the National Social Security Fund (Caisse nationale de sécurité sociale – CNSS), a major player in social protection in Morocco and will take place in line with a staggered implementation schedule.

For the population groups:

Burundi’s National Pension and Occupational Risks Office for Civil Servants, Magistrates and Judicial Personnel (Office national des pensions et risques professionnels des fonctionnaires, des magistrats et des agents de l’ordre judiciaire – ONPR) is a state body that plays a role in implementing national social protection policy.

To date, the ONPR has been in existence for 11 years, giving it 11 years of experience, and it seeks to ensure its sustainable development.

The new legislative framework setting out the rules for the Democratic Republic of the Congo’s general social security scheme confers management of this scheme solely on the National Social Security Fund (Caisse nationale de sécurité sociale – CNSS).

Operationally, the CNSS is marked by a strong measure of co-determination – the very expression of social democracy – particularly at Board of Director level.

In the Democratic Republic of the Congo, the National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) is charged with managing the general social security scheme.

Given the geographical size of the country (some 2,345,410 square kilometres), its estimated population of 107 million in 2021 and the more than 400 different dialects spoken, the CNSS has taken a decentralized approach to managing social security providers, namely through a network of urban and provincial directorates, offices, branches and collection centres.

The progressive opening of Mutual Benefit Society for Public Employees (Mutuelle de la fonction publique – MFP) counters in Burundi’s public and accredited hospitals helps to combat fraud, social security evasion and identification, and prescribing errors while promoting the gradual extension of health-care coverage throughout the country. This results in job creation, as benefit controllers are recruited to work in the hospitals in question. There are also significant advantages for the MFP, as vast amounts of money are returned to the fund and fraud and error are prevented.

Physical identification is necessary to ensure the maintenance of entitlements for recipients of social benefits who receive them via financial institutions or mobile phone operators. However, such identification has limitations because it only takes place once a year.

However, recipients may pass away after identification. Given the unreliability of the civil registration system, the agency has no means of halting payment of benefits for the rest of the year. If left unchecked, this kind of situation can lead to financial losses for the organization.

The National Social Insurance Fund for Employees (Caisse nationale des assurances sociales des travailleurs salariés – CNAS), Algeria’s primary social security body, covers social insurance risks, occupational accidents and professional diseases, collects contributions and fulfils missions of a health and social nature.

Tunisia’s National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) is a public company charged with managing social security schemes in the private sector. It comprises a network of 51 regional and local offices, a branch office, six policlinics and an orthopaedic fitting centre. It has three objectives:

The Listening and Guidance Centre (Centre d’écoute et d’orientation – CEO) at Madagascar’s National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNaPS) helps to improve the living conditions of those CNaPS members who are more vulnerable, in psycho-social, health and economic terms.

This practice aims to manage errors, evasion and fraud in the context of the social benefits service of the Central African Republic National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) through the use of new information and communication technologies.

This offers multiple benefits in terms of time, money and the accessibility of benefits.

The NDAMLI web portal of the Social Security Fund (Caisse de sécurité sociale – CSS) and the Social Insurance Institute for Old-Age Pensions in Senegal (Institution de prévoyance retraite du Sénégal – IPRES) is the platform that allows users to make their transactions online. Transactions such as registration applications, declarations and payments of contributions, and service requests, can thereby be performed online.

Automated data extraction (ADE) is a range of technologies that makes it possible to segment, extract and read, through character recognition, textual information from codified texts and to update the information system.

This ADE system is accompanied by an electronic document management (EDM) solution that makes it possible to digitize physical documents and archive them electronically.

The quick development in societies and the appearance of certain political, social, economic or health issues are different challenges facing social insurance systems in Egypt. While addressing such challenges, the insurance system may find some obstacles and shortcomings in policies, legislation or technological systems.

By emphasizing its focus on pensioners, taking advantage of the digital transformation and adopting an e-service-based approach, Algeria’s National Retirement Fund (Caisse nationale des retraites – CNR) has greatly improved its provision of electronic services to insured persons in general and pensioners in particular.

The main objective of investing social security funds is to generate returns that help to finance payment of benefits and services to members. Apart from maximizing returns, investment by social security schemes aim to create positive social-economic impact to the Community. The Public Service Social Security Fund (PSSSF), hereafter also referred to as the Fund, being the leading social security scheme in United Republic of Tanzania, has made investments in four industrial projects apart from the traditional investments.

Through this participation, we aim to clarify the idea of establishing the Libyan Centre for Research and Actuarial Studies, and the procedures that the administration followed in refining and qualifying human cadres in the fields of social protection, social research, and actuarial studies.

EjoHeza is a voluntary digital pension fund managed as a defined contribution system, officially launched by Government of Rwanda on 14 December 2018, with the objective to increase coverage. All Rwandan residents including foreigners with a national identity number have the right to register, save to the scheme and benefit at the age of 55 years.

Previously, the United Republic of Tanzania had five social security schemes namely National Social Security Fund (NSSF), PPF Pensions Fund, LAPF Pensions Fund, GEPF Retirement Benefits Fund, and Public Service Pension Fund (PSPF), offering pension and allied benefits.

The pension scheme for civil servants and State employees (fonctionnaires et agents de l’État – FAE), created in 1962, has been subject to a number of difficulties relating to its structural balance, the culmination of which came at the end of the decade 2000–2010. In order to re-establish the balance and ensure compliance with social security principles, a reform touching on several parametric and non-parametric components was carried out to ensure the long-term sustainability of the scheme.

The virtual web-based assistant of the IPS National Social Insurance Fund (IPS Caisse nationale de prévoyance sociale – IPS CNPS) was launched in May 2022. Available on the institution’s website for insured persons, whether employees, employers or self-employed workers, this assistant is the new on-demand advisor. In the space of a few clicks, it gives the insured person information on the modalities and payment of social security contributions and guides them through their claims and document requests.

The idea of setting up self-service areas in Pension Fund of Morocco (Caisse marocaine des retraites – CMR) receptions stems from a desire to offer users open access to the CMR’s digital services, while ensuring reception and orientation staff are on hand to provide support and guidance in their use.

This type of space offers a range of digital services, enabling users, for example, to access their data, monitor the status of their files, and editing or uploading requested documents.

As part of the measures adopted to help limit the spread of the COVID-19 pandemic and in order to avoid any risk of resource disruption for beneficiaries, Morocco’s CDG Prévoyance, which is responsible for managing the National Pension and Insurance Fund (Caisse nationale de retraites et d’assurances – CNRA) and the Collective Pension Scheme (Régime collectif d’allocation de retraite – RCAR), set up a new system to simplify entitlement checks through the exchange of data with institutional partners and on digital platforms.

Open Lab is an innovation space created by the Pension Fund of Morocco (Caisse marocaine des retraites – CMR), based on an ecosystem-oriented business model. It relies on the collective intelligence of participants (collaborators, users, partners and other stakeholders) to design and test innovative solutions to the “pain points” encountered by users and/or to develop new services or products, improve internal processes and implement new methodology.

In the digital age, user services are taking a new turn. From e-governments to having a 360-degree user overview, digital concepts look to ensure that user expectations and the responses of public and private administrations are well matched.

Committed to their public service mission, the Social Insurance Institute for Old-Age Pensions in Senegal (Institution de prévoyance retraite du Sénégal – IPRES) and the Social Security Fund (Caisse de sécurité sociale – CSS) provide a number of services, which include: