NSSF Implements 24-Hour Benefit Processing Through Technology
The National Social Security Fund (NSSF) is undertaking a significant technological upgrade to enhance efficiency and convenience for its members.
A key feature of this upgrade is the reduction of the benefits processing time to just 24 hours by the end of the current strategic period, a significant improvement from the current 10-day turnaround.
This change is part of the NSSF’s Corporate Strategic Plan for 2023–2027, which aims to deliver world-class service to its expanding membership.
Commitment to Transparency and Trust
NSSF’s Managing Director, David Koross, explained that accelerating the benefits payment process is central to the Fund’s commitment to transparency, security, and convenience.
He noted that these improvements align with NSSF’s core values of integrity and a customer-centric approach.
Koross emphasized that the organization aims to be the epitome of trust and reliability in social security, ensuring that members can confidently rely on NSSF to secure their financial future, particularly at the critical moment of retirement when financial support is most needed.
Digital Solutions for Streamlined Processes
To achieve these objectives, NSSF has made substantial investments in digital solutions to streamline processes and reduce the necessity for direct customer interactions.
One of the key initiatives is the NSSF e-Service portal, which offers employers a range of functions, including the ability to register their organizations, submit monthly employee returns, and generate electronic payment slips.
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The portal also allows employers to validate compliance certificates, thereby enhancing the efficiency of their interactions with the Fund.
Members also benefit from the e-Service portal, which provides access to their contribution statements. This feature enables them to monitor their accounts and stay informed about their benefits, significantly reducing the risk of errors that could delay benefit payments.
Expanding Digital Access
In addition to the e-Service portal, NSSF has introduced several other digital platforms. These include 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 their statements, and make Tenant Purchase Scheme (TPS) payments.
Koross highlighted that the regular access to statements offered by these digital platforms is crucial because one of the primary causes of delayed payments is gaps in contributions, which members often do not realize until they apply for benefits.
Enhanced Payment and Contribution Systems
To further streamline the contribution payment process, NSSF has integrated its systems with major banks, including KCB, National Bank of Kenya, and Co-operative Bank.
This integration allows employers to make contributions directly through these banks, reducing the risk of errors and processing delays.
Members can also track the status of their claims through the USSD service and WhatsApp chatbot, further improving the efficiency of the payment process.
When a member applies for benefits from an NSSF branch and submits all necessary documents, the payment can now be processed within 24 hours.
This efficiency is supported by NSSF’s integration with other government agencies, such as the Business Registration Service.
This integration allows for a seamless, one-stop solution for employer registration, enabling registration with multiple agencies, including the Kenya Revenue Authority (KRA) and Social Health Authority (formerly NHIF), through a single platform.
Nationwide Expansion and Improved Service Access
NSSF has also expanded its physical presence to enhance service accessibility. The organization now has branches in all 47 counties and service points in all 57 Huduma Centres across Kenya.
Furthermore, NSSF is establishing new service outlets in strategic locations, including Changamwe, Kikuyu, Ruiru, Mandera, and Mlolongo, to bring its services closer to members and reduce the need for long-distance travel.
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In addition to expanding its physical network, NSSF has automated its workflows to significantly shorten 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.
A New Era for Social Security Services in Kenya
Through comprehensive digital transformation and physical expansion, NSSF is redefining the standards of social security service delivery in Kenya.
The organization is ensuring that its members receive their well-deserved benefits promptly and conveniently, reflecting its ongoing commitment to exceeding member expectations and setting a new benchmark for service in the social security sector.
NSSF Implements 24-Hour Benefit Processing Through Technology
