ISSA Webinar: Digital transformation and extension of coverage in East Africa

6 July 2021 | Virtual

ISSA Webinar: Digital transformation and extension of coverage in East Africa

6 July 2021 | Virtual

Tuesday, 6 July 2021, 09:30–11:30 (UTC/GMT+2 or CEST)

Languages: English only

Webinar co-organised by the International Social Security Association (ISSA) and the East and Central Africa Social Security Association (ECASSA)

As part of their digital transformation, social security institutions increasingly implement advanced digital and mobile solutions for customer services. Personalized user-interfaces, digital identity, e-signatures and secured payments are examples of a new generation of e-services.

This transformation is driven by a number of factors, including the objective to reach out more efficiently and effectively to difficult-to-cover groups and those working in the informal economy. Registration procedures, contribution payments and other interactions with social security are some of the processes facilitated through digital upgrading. The COVID-19 crisis has significantly accelerated the use of digital channels to deliver high quality services and reinforced their public acceptance.

However, the implementation of such advanced features to reach service quality goals and extend coverage can be challenging due to technological complexities, human resources limitations, organizational barriers and unequal digital literacy.

The webinar will discuss these challenges, lessons learnt and practical experiences in extending coverage through the digital transformation of social security institutions in East Africa.


Stephen Obare Stephen Obare, Head, Information and Communications Technology Department, National Social Security Fund (NSSF), Kenya
Stephen Obare Masha John Mshomba, Director General, National Social Security Fund (NSSF), Tanzania
Richard Patrick Byarugaba Richard Patrick Byarugaba, Managing Director, National Social Security Fund (NSSF), Uganda
Yollard Kachinda Yollard Kachinda, Director General, National Pension Scheme Authority (NAPSA), Zambia

This webinar will examine the following questions:

  • What digital processes and e-services have been particularly successful in facilitating the extension of coverage?
  • What have been the main challenges and barriers in the implementation of digital tools for extending coverage?
  • What have been the lessons learnt in terms of acceptance and use by customers? Are there differences according to occupational groups, rural/urban, etc.?
  • What has been the impact of COVID-19 on the digital service delivery by your institution and what innovations are likely to remain after the end of the crisis?


  • Welcome by Marcelo Abi-Ramia Caetano, Secretary General, ISSA
  • Welcome by representative of ECASSA
  • Experience of NSSF, Kenya
  • Experience of NSSF, Tanzania
  • Experience of NSSF, Uganda
  • Experience of NSSF, Zambia
  • Q&A – Discussion
  • Closing and Conclusions
Raúl Ruggia-Frick Moderated by Raúl Ruggia-Frick, Director, Social Security Development Branch, ISSA

Practical information

The webinar is open to delegates of ISSA member organizations, ECASSA member institutions and invited institutions. There is no registration fee for ISSA and ECASSA members.