- The Fund has invested heavily in digital solutions that streamline processes and minimize the need for direct customer interactions.
- It has also integrated with leading banks.
In a move to enhance efficiency and convenience for its members, the National Social Security Fund (NSSF) has leveraged advanced technology to process retirees' benefits within just 24 hours, by end of the current strategic period.
This is a drastic improvement from the current 10-day turnaround.
This transformation is part of NSSF's new Corporate Strategic Plan for 2023–2027, which outlines ambitious goals to achieve world-class service delivery for its growing membership.
"This acceleration of the benefit payment process reinforces transparency, security, and convenience for all our members, aligning with the Fund's core values of integrity and customer-centric service," said NSSF boss David Koross.
The Fund's vision is to be the epitome of trust and reliability in social security, ensuring that every member can confidently entrust their financial future to NSSF, knowing the organisation is committed to exceeding their expectations.
"We recognize the critical importance of timely benefits, especially at the point of retirement when financial support is most needed," Koross said.
To realise these objectives, NSSF has invested heavily in digital solutions that streamline processes and minimize the need for direct customer interactions.
One such initiative is the NSSF e-Service portal, which allows employers to easily register their organisations, submit monthly employee returns, and generate electronic payment slips.
Employers can also use the portal to validate their compliance certificates, further enhancing the efficiency of their interactions with the Fund.
For members, the e-Service portal provides access to their contribution statements, enabling them to track their accounts and stay informed about their benefits.
In addition to the e-Service portal, NSSF has launched a USSD service (*303#), a mini-app on the M-Pesa platform, and a WhatsApp chatbot.
These user-friendly channels allow members to register, check their NSSF numbers, access their statements, and even make Tenant Purchase Scheme (TPS) payments.
"The ability for members to regularly access their statements is a significant advantage," the NSSF boss said.
According to him, one of the primary causes of delayed benefit payments are gaps in contributions, which members may not realise until they apply for their benefits.
"By providing these digital platforms, we make it easier for members to monitor their accounts, ensuring their contributions are up-to-date and enabling us to process payments more quickly."
NSSF has also integrated with leading banks, including KCB, National Bank of Kenya, and Co-operative Bank, to simplify the contribution payment process.
Employers can now make their contributions directly through these banks, reducing the risk of errors and delays in processing.
This streamlines follow-ups for members and minimises the risk of payments being credited to the wrong accounts.
Moreover, NSSF has improved the efficiency of benefit payments by allowing members to track the status of their claims through the USSD service and WhatsApp chatbot.
Once a member applies for benefits from an NSSF branch and all the necessary documents are in order, the payment process can be completed within 24 hours.
The Fund has also integrated with other government agencies, such as the Business Registration Service, to provide a seamless, one-stop solution for employer registration.
This integration streamlines the process for employers, who can now register with multiple agencies, including KRA and Social Health Authority (formerly NHIF), through a single platform.
Additionally, NSSF has automated its workflows, significantly shortening the time required to process benefit claims.
The implementation of an Electronic Document Management System (EDMS) has further decentralised the benefits processing, allowing most tasks to be handled directly from branch offices.
To enhance accessibility, NSSF has expanded its national presence, with branches in all 47 counties and service points at all 57 Huduma Centres across Kenya.
The organisation is also establishing new service outlets in strategic locations, such as Changamwe, Kikuyu, Ruiru, Mandera, and Mlolongo, to bring its services closer to members and reduce the need for long-distance travel.
"Through these comprehensive digital transformations and physical expansion, NSSF is redefining the standards of social security service delivery in Kenya, ensuring that our members receive their well-deserved benefits promptly and conveniently,” Koross told the Star.