As part of its administrative collaboration and service digitalization strategy, Algeria’s National Social Security Fund for Non-Salaried Workers (Caisse nationale de la sécurité sociale des non‑salariés – CASNOS) has launched a web portal for issuing certificates of non-affiliation. This portal manages and facilitates the resolution of problems related to this procedure by providing reliable data and ensuring that applicants can quickly authenticate certificates and track the process online, as well as self-generate certificates and summary reports.

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.

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.

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.

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.

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

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.

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.

Motivated by a desire to participate in the cultural education of children, the National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNPS) of Cameroon has launched reading and discussion sessions of African tales for children of staff and those who live in the neighbourhood.

The legislation governing social security and its litigation is specific in nature, insofar as this field is governed by procedures that are very different from the ones applied in ordinary law. The situation was further complicated by the fact that the courts responsible for handling social security litigation in Cameroon lacked the necessary specialized knowledge, leading several courts to render decisions that were inconsistent with the letter and spirit of the legislation governing social security.

With a view to increasing social security coverage among non-salaried workers and ensuring contributor loyalty, Algeria’s National Social Security Fund for Non-Salaried Workers (Caisse nationale de la sécurité sociale des non-salariés – CASNOS) launched a portal centred on a workflow of human interaction, digital processes and technology.

The National Social Security Fund (NSSF, hereafter the Fund) is a national provident fund for workers who are not covered by the public service pension scheme in Uganda. Members holding physical card has long been evidence of membership to the Fund. This has been a critical part of the customer journey and experience. The NSSF membership card had taken different forms over the years evolving from handwritten cards to laminated papers to plastic cards up to now when NSSF is offering a smart card.

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 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).

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 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).

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.

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

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:

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.

Morocco’s CDG Prévoyance ensures the technical and financial management of more than 25 pension schemes and solidarity funds that are extremely diverse in terms of groups covered, size and technical make-up.

This diversity makes the effective management of data a prerequisite in the financial management of these schemes and funds, which involves a wide range of information emanating from a variety of sources.

In 2020, a human resources audit carried out by an external organization revealed shortcomings in the management of human resources within Gabon’s National Health Insurance and Social Guarantee Fund (Caisse nationale d’assurance maladie et de garantie sociale – CNAMGS). The audit recommended a reform be carried out.

In applying the guidelines established by their respective Boards, 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) are engaged in an institutional alignment process and have implemented a unique information system. The latter has made it possible to have a single database and a single working tool in order to optimize certain processes they share, such as registration, declaration and collection of contributions.

The social insurance system in Egypt has faced for decades the problem of financial entanglements with the Public Treasury and the National Investment Bank, which affected the financial sustainability of the system and posed the threat of having a cash deficit in social insurance funds in the near future. Subsequently, this would result in the non-payment of cash entitlements to the eligible, as ensured by the system.

The Certificate for Submission (Attestation pour soumission – APS) is the clearance certificate issued by the National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNPS) to any employer applying for a public contract. The process of issuing it used to require the employer to travel to the CNPS for both the filing of the application and collection of the document.

It has been six years since the Eswatini National Provident Fund, hereafter referred to the Fund, embarked on an upgrade project of its core member administration system inspired by a need to achieve internal agility and external efficiencies relating to excellent customer experience. Finally, this dream has been realised.

The National Social Security Fund (NSSF) is a national saving scheme mandated by the Government of Uganda to provide social security services to employees in Uganda. Serving as a provident fund, NSSF (or the Fund) provides a mandatory retirement savings programme for its members in the formal sector.

The need for the Gabon National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) to make its own actuarial valuations, thereby reducing the cost of outsourcing to actuarial firms, led the General Directorate to provide the services in charge of actuarial work with a modelling tool so it can make actuarial valuations to provide better support for forthcoming reforms. This particularly concerns the sector of old age benefits, where the deficit is accelerating every year.

The Public Sector Pension Scheme for public and civil servants managed by the Civil Service Agency (CSA) was non-contributory and was fully funded by taxes. The government also made social security benefits payments on behalf of all civil and public servants as mandated by law to the National Social Security and Welfare Corporation (NASSCORP) of Liberia. Approximately 18,000 pensioners received monthly pension payments amounting to more than 500,000.00 United States dollars (USD).

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.

With a view to enhancing good governance, 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) broke new ground in 2019 by equipping itself with information and communication technology (ICT) – specifically geomatics – with which to undertake the task of updating its database of beneficiaries.

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.

In order to fulfil its mission to the best of its abilities while at the same time upholding its values, the Democratic Republic of the Congo’s (DRC) National Social Security Fund of Public State Employees (Caisse nationale de sécurité sociale des agents publics de l’Etat – CNSSAPE), a public institution founded in 2015 as part of the country’s public administration reforms, decided to develop a quality management system.

To enable the organization to function properly, the management sets up service contracts with approved suppliers. This relationship is binding on each of the parties, and the National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNPS) is obliged to respect the payment deadline. It is clear that recurrent non-compliance eventually undermines supplier confidence, creating distortions in the economic cycle. Our adherence to these payment times has not always met expectations due to inconsistency and extensibility (up to 90 days).

With a view to extending social security coverage to rural women working in agriculture, Tunisia’s National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) launched a pilot project in July 2019 entitled “Protège-moi” (Protect Me) in conjunction with the ministries of Social Affairs, Women, Agriculture and Communication Technologies; a telecommunications provider (TT); and a private tech start-up.

Prior to 2019, the IPS National Social Insurance Fund (IPS Caisse nationale de prévoyance sociale – IPS CNPS) of Côte d’Ivoire had 412 rented printing facilities (printers, fax machines, scanners) and copiers. The maintenance and rental of this equipment, as well as the purchase of consumables, entailed considerable costs.

The IPS CNPS therefore wished to reduce and control these costs by implementing a policy to rationalize printing facilities on the basis of an audit that has been carried out.

The Local Authorities Pension Trust (LAPT) actively seeks to create sustainable value through our business activities – for our customers, employees, shareholders and society. We have embraced sustainability as a value that motivates and inspires our business undertakings. It is owing to this reason that LAPT signed up to the United Nations (UN) Global Compact initiative, a call to companies to align strategies and operations with universal principles on human rights, labour, environment and anti-corruption, and take actions that advance societal goals.

In today’s unprecedented times, effective and agile internal auditing is required. The Seychelles Pension Fund (SPF)’s Internal Audit (IA) function needs to adapt quickly to changing risks to provide assurance to its Board that the governance, risk management and control processes are working effectively, thus instilling public confidence that members’ contributions and the Fund’s assets are being well managed.

Automating the working relationship between healthcare professionals involves eliminating the need for insured parties to visit the National Social Security Fund for Non-Salaried Workers (Caisse nationale de sécurité sociale des non-salariés – CASNOS) in person to obtain clearance from its medical board. By providing access to the following benefits, it also leads to improved relationships with our partners.

For insured parties:

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.

Tunisia’s National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) was founded in 1960 and manages eight social security schemes made up of more than 2.3 million insured parties, 140,000 employees and 800,000 pensioners. Like any agency operating in this field, the CNSS strategy is based around three primary objectives:

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.

A particular feature of Morocco’s Deposit and Management Fund (Caisse de Dépôts et de Gestion – CDG) is that it performs financial management activities both on its own account and on behalf of the provident funds and schemes that it manages through its provident fund, CDG Insurance (CDG Prévoyance), which directly manages social security funds for the CDG group.

“AV+”, a voluntary insurance (assurance volontaire – AV) management project, is the fruit of the shared determination of Mali’s National Social Insurance Institute (Institut national de prévoyance sociale – INPS) and SAER-EMPLOI, which joined forces to increase the number of people registered with a voluntary insurance scheme. This partnership was founded through the signing of a delegation of management agreement on 10 April 2017 and rendered effective through the creation of a company, SAER-EMPLOI-AV+/SASU.

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.

Since the policy of concluding individual performance contracts came into effect in 2018 and training was provided in the use of this new performance metric, the role every executive and official plays in realizing the organization’s various plans has become much clearer.

The Democratic Republic of the Congo’s general social security scheme is managed by the National Social Security Fund (Caisse nationale de sécurité sociale – CNSS), a public institution of a technical and social nature.

In 2018, the country’s general social security scheme was significantly reformed following the entry into force of Law No. 16/009 of 15 July 2016, which sets out the rules relating to the general social security scheme and its implementing measures.

We work on the premise that the quality of reception a user receives leads that user to build a picture of what is in front of them. 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) welcomes a large number of members, service recipients and other partners on a daily basis.

Before 2018, the National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) of Gabon had front offices (customer service) for complaints only at its headquarters and regional offices. These front offices had to handle all complaints by insured persons. However, several cases of failure to resolve complaints together with widespread dissatisfaction among insured persons led the management to set up a Customer Complaints Unit (CPC).

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.

The Independent Tribunal for Social Assistance Appeals (ITSAA) was established in 2008 to give effect to section 33 of the Constitution of South Africa and domestic legislation relating to the Promotion of Administrative Justice. The ITSAA is responsible for adjudicating appeals received from disgruntled social grant applicants and beneficiaries following grant applications or reviews by the South African Social Security Agency (SASSA).

Among its peers, the Pension Fund of Morocco (Caisse marocaine des retraites – CMR) is innovating with the implementation of this good practice. In this respect, it is the only social security institution amongst the Moroccan Pension Funds and Insurance Companies to undergo certification, for the long term, of its internal process for social security fund investment to ensure maximum transparency and commitment in the exercise of this activity, with the aim of obtaining a label of excellence accredited by independent certifying offices.

The Social Security Regulatory Authority (SSRA) in Tanzania was established under section 5 of the Social Security (Regulatory Authority) Act No.5 of 2008. Among other things, the Authority has powers to regulate and supervise the Tanzania Social Security Sector. The Authority regulates five DB schemes namely; NSSF, PSPF, LAPF, GEPF and PPF. It also regulates one Workers Compensation Fund, WCF and one health Fund, NHIF.

The National Health Insurance Fund (NHIF) has been experiencing a number of operational challenges including some attempts by non-contributing members to access health care services by using invalid membership cards.

According to the rules and procedures, members who are not contributing to the Fund for past three consecutive months, are not eligible to access medical services provided by the Fund. However, since around 95 per cent of contributing members of the NHIF are drawn out of the public sector, enforcement of this requirement has been a big challenge.

Oversight of the activities of the National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNPS) used to be based essentially on the work of the Internal Audit and Oversight Directorate (Direction de l’Audit et du Contrôle interne – DACI), and was carried out almost exclusively through systematic field visits. However, in order to optimize oversight and reduce the organization's costs, the Directorate-General has opted for the implementation of remote oversight by the DACI.

The personality of an organization is reflected in the way it treats its members. It is also influenced by customers’ perception of its internal cohesion (or team spirit). Every organization is a social microcosm and as such, it must be imbued with certain socio-cultural, background characteristics in the promotion of its image. The visual aspect of clothing seems to be one of the most striking aspects of associative culture in the African tradition.

As part of the public administration reforms in the Democratic Republic of the Congo (DRC), the public body known as the National Social Security Fund of Public State Employees (Caisse nationale de sécurité sociale des agents publics de l’Etat – CNSSAPE) was founded in December 2015, becoming operational in 2017.

The National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) of Guinea collects the contributions of private sector employees.

The registration of employers and employees and maintenance of contributors’ accounts had been manual ever since the fund was set up.

This situation led to many problems:

As part of the reform and modernization of its public administration, the Democratic Republic of the Congo (DRC)’s Government decided to create a lasting and viable social security scheme for public officials. This led to the founding, in 2015, of the National Social Security Fund of Public State Employees (Caisse nationale de sécurité sociale des agents publics de l’Etat – CNSSAPE), an institution that began operating in 2017.

According to the Public Servants’ Pension proclamation No. 345/2003, the pension contribution was to be collected from every employer on a monthly basis and transferred to the pension fund account within a month time after the payment of monthly salaries. Even though this is clearly stipulated in the pension proclamation, it is very difficult to collect the contribution efficiently (both in terms of time and the right amount). One of the major challenges the agency faced in collecting the pension contribution was related to the system.

Tunisia’s National Health Insurance Fund (Caisse nationale d’assurance maladie – CNAM) was founded in 2004 as part of the country’s health insurance reforms. The collection of compulsory health insurance scheme contributions from public sector workers fell to the National Pension and Social Insurance Fund (Caisse nationale de retraite et de prévoyance sociale – CNRPS). The methods and procedures by which these contributions were then transferred to the CNAM were set out in an agreement between the two funds.

The Gabon National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) did not have a separate directorate responsible for issues relating to occupational safety and health (OSH). Before November 2017, all the institution had as part of its core activities was one section lacking visibility and leadership. The General Directorate therefore decided to enhance this unit’s status by turning it into a Directorate on the same footing as the other operational Directorates (the Technical Benefits Directorate and the Registration and Collection Directorate).

The National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) provides social security benefit services via four branches (old-age pensions; invalidity and widows’ benefits; occupational accidents and diseases; and family and sickness benefits). Beneficiaries of retirement pensions have, for many years, received their pensions through the banks and the CNSS counters open at the organization’s headquarters and at its various branches around the country.

Despite the age of the institution established in 2010, the 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) every  March  since 2012 conducts a physical census of beneficiaries across the country in order to update its database and deactivate beneficiaries who no longer fulfil the conditions for the award of benefits.

The Social Security Regulatory Authority (SSRA) in Tanzania, was established under section 5 of the Social Security (Regulatory Authority) Act No.5 of 2008. Among other things, the Authority has powers to regulate and supervise the Tanzania Social Security Sector. The Authority regulates Five DB Schemes namely; NSSF, PSPF, LAPF, GEPF and PPF, it also regulate one Workers Compensation Fund (WCF) and one health Fund (NHIF). The Social Security Schemes have Regional and Zonal Offices across the Country.

In January 2015, the Seychelles Pension Fund (SPF) implemented a new pension formula, this was to strengthen the link between contributions and benefits and provide incentives for members to contribute longer periods as they benefit from a higher pension. Due to the complexity of its components (Average Wage, Annual Average Wage Growth, Accrual Rate and Years of Contributions), the pension calculator was designed to enable members to get an indication of their pension without having to understand the technicality of the formula.

The most common complaint made by those insured by the National Social Insurance Fund (Caisse Nationale de Prévoyance Sociale – CNaPS) relates to the amount of social benefits granted: the amount of several benefits has been set as a standard amount such that any changes require the legal texts to be amended. Moreover, the conditions for obtaining old age insurance benefits no longer reflect today’s context, given the state of the labour market following the successive crises experienced by the country.

In accordance with good practices concerning the governance and investment of social security funds, Morocco’s Deposit and Management Fund Insurance (Caisse de Dépôt et de Gestion Prévoyance – CDG Prévoyance), hereafter referred to as CDG Insurance, tasked with managing social security funds, makes systematic use of an annual external audit of its financial management conducted by a specialized external audit firm.

Automating the working relationship between health-care professionals involves eliminating the need for insured persons to visit the offices of the National Social Security Fund for Non-Salaried Workers (Caisse nationale de sécurité sociale des non-salariés  ‒ CASNOS) to obtain approval by medical supervisors of prescribed medication, thereby improving relations with our partners by granting them access to the following services:

For insured persons:

In March 2016, as part of the application of good governance rules, the National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNPS) instituted the inclusion of Corporate Social Responsibility (CSR) and Health, Quality, Safety, Environment (HQSE) standards in the procurement process.

Medical check-ups must form part of the improved health care system with its mission of providing advice, analysis and monitoring.

As part of its policy of constant improvement and in an effort to reduce dependence on physical media, the National Social Insurance Fund (Institution de prévoyance sociale - Caisse nationale de prévoyance sociale – IPS-CNPS) introduced in September 2016 computerized processes for a number of major activities involved in its procurement processes.

The new processes offer numerous advantages:

Acts of corruption were perceived in various ways by individuals. It was difficult to make it clear to staff that a particular act constituted corruption and as such was forbidden by law. Corruption was perceived by many solely as taking money from a user for a service that was due to him or her by law. Acts of corruption were not recorded in any form with a view to controlling it, regardless of their impact on results or on the organization's resources or public image.

Internal staff training courses organized by the National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNPS) were centralized in Yaoundé, with some deployment at the level of the four regional headquarters. This compelled staff from external services to travel long distances and stay away from their duty stations and homes for several days or even weeks to attend these training courses. This model generated enormous costs for the organization in terms of travel, accommodation and subsistence.

The Community Health Fund (CHF) in Tanzania was established in 2001. Due to the dual role of “Provider” and “Purchaser” of health service played by the Council Health Boards (CHBs) such a design setup has faced challenges of poor management of funds, persistent shortage of services and unreliable membership data. CHF members access services from dispensary level up to district hospital within the Council. As such, unsatisfactory performance of the CHF in most of the councils continue to discourage people to enrol with CHFs subsequently sharply dropout rate of members each year.

The National Health Insurance Fund (NHIF) (T), the major health insurance organization in the country took the initiative to accredit pharmacies and drug dispensing outlets so as to enable the Fund's members to get medicines once a health facility does not have such medicines in its stock. This practice created loop-holes for fraudulent practices whereby some people benefited from the Fund by creating ghost patients in pharmacies and from patients visiting more than one facility, hence getting multiple prescriptions as a result costing the Fund millions.

By virtue of Law No. 16/009 of 15 July 2016, setting out the rules relating to the general social security scheme, the National Social Security Institute (Institut national de sécurité sociale – INSS) of the Democratic Republic of the Congo (DRC), subsequently the National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) as from 15 July 2018, has undergone its first extensive reform since its creation in 1961.

In a fast changing world, effective data management differentiates efficient organizations from the rest. In the past, the National Social Security Fund (herafter, The Fund) struggled with data management. This process was manual and required a team of dedicated staff. Posting of contributions to member accounts witnessed delays and some cases, totally forgotten. The result was that in June 2014, The Fund had USD 30 million in suspense accounts. The Straight Through Process (STP) project for contribution collection was implemented to ensure that:

The General Mutual Fund for Civil Service Employees (Mutuelle générale du personnel des administrations publiques – MGPAP) is keen to secure the sustainability of the financial system and to ensure that it is managed in a modern and efficient way, and has therefore embarked on an ambitious project to reform the expenditure process with the aim of guaranteeing maximum transparency, rationality and good governance.

In its day-to-day management of social security, the Democratic Republic of the Congo’s (DRC) National Social Security Institute (Institut national de sécurité sociale – INSS) – now known as the National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) – found itself facing a significant risk of fraud in benefit payments on the part of insured parties. For years, this risk often materialized into deliberate acts intended to flout the law and profit from undue social rights or benefits.

Mutualising resources of social security institutions is a logical consequence of a government programme aimed at simplifying procedures with a view to improving public service. The constant increase in users’ expectations has lent real impetus to the reform process. Reform at the same time has involved another major challenge: efficiency and maintaining the financial balance of the system.

In Guinea, the population has suffered from difficulties in accessing health care for a long time. The country has lacked sufficient health infrastructures and facilities.

The National Social Security and insurance Trust (NASSIT) was established through Parliamentary Act No. 5 of 2001 and charged with the responsibility of administering the Sierra Leone Pension Scheme. The scheme started operations in January 2002 as a mandatory contributory defined benefit Pension Plan. As at December 2010, NASSIT had 161,000 active Members (Contributors) and operates a payroll of over 12,000 Pensioners. By end of December 2014, membership of the Scheme grew to 165,000 and the number of Pensioners grew to 14,500.

The objectives of the National Health Insurance Fund (Caisse nationale d'assurance sociale (CNAM)) are expenditure control and improving the quality of care. Electronic transmission requirements and medical control prerogatives have made it necessary for the CNAM to invest in the automated processing of medical claim forms.

The main objective is the establishment of a decision-support system with a medical knowledge base which would take into account the specificities of each medical claim form.

In 2010, the government of Mali introduced a compulsory health insurance scheme with third-party payment for civil servants and workers to guarantee affordable health care.

In 2011, the National Sickness Insurance Fund (Caisse nationale d'assurance maladie (CNAM)) concluded agreements with all public agencies, in particular with hospitals, referral health centres and community health centres.

Since April 2014 the Social Insurance Institute - State Employees' General Retirement Fund (Institut de prévoyance sociale - Caisse générale de retraite des agents de l'Etat (IPS-CGRAE)) has been the object of a major reform which aims notably at ensuring ongoing improvements in the quality of services provided to insured persons by accelerating payment of the first pensions after retirement.

The system for managing public pensions in Côte d’Ivoire underwent a major reform in 2012.

The Social Security (Minimum Standards) Convention No.102 adopted by the International Labour Conference of the ILO on 28 June 1952 establishes worldwide-agreed minimum standards for all nine branches of social security to encourage the widest development of social security schemes. These branches are; medical care, sickness benefit, unemployment benefit, old-age benefit, employment injury benefit, family benefit, maternity benefit, invalidity benefit; and survivors benefits.

The National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNaPS) of Madagascar has created a think tank devoted to social security. This innovative initiative aims at remedying the inadequacy of academic research on the subject and its inability to influence public policy. The goal is to provide high-quality services to a large number of beneficiaries.

The National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNaPS) is the public institution managing the various branches (family benefits, work injuries, and occupational disease, pensions) of social protection for employees in Madagascar. It also manages the collection of contributions, and hence needs nationwide geographical presence. The priority accorded to maintaining the level of coverage and adjusting it to the needs of its members is a daily challenge for the CNaPS.

Since April 2014 the Social Insurance Institute - State Employees' General Retirement Fund (Institut de prévoyance sociale - Caisse générale de retraite des agents de l'Etat (IPS - CGRAE)) has been the object of a major reform which aims notably to ensure continued improvements in the quality of services provided to insured persons by setting up an efficient reception structure.

Using new information and communication technologies (ICT) to implement a project of great social intensity: reimbursing health services by SMS and 3G in the pharmacy network under the supervision of a leading bank. Social benefit reimbursement is fundamental to the State because it relies on respecting the national commitments made to the population. It is not a theoretical question but a practical reality. When a person on a low income is entitled to a reimbursement of health services, the reality of having to manage a household budget on a daily basis becomes apparent.

Training is a key element for any organization striving to prepare cadres capable of meeting business needs and keeping abreast of the rapid developments and changes in the field of work. It is also considered one of the various means of investment that benefits the Social Security Fund (SSF, hereafter the Fund) of Libya.

The Tunisian National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) is a public entity that manages private sector social security and has six policlinics (day clinics) across Tunisia: two in Grand Tunis, and one in Bizerte, Sousse, Sfax and Gafsa (Métlaoui) respectively. These policlinics are made up of medical units, laboratories, pharmacies, and haemodialysis units.

As part of its quality approach, which promotes remote contact, and after developing its own interactive Internet site (www.cnam.nat.tn) and customer service by freephone, the National Health Insurance Fund (Caisse nationale d'assurance maladie (CNAM)) launched a new, free messaging service in September 2013: SMS CNAM.

This service communicates useful information to insured persons and the health professionals involved in the handling of their files, as well as messaging alerts and any other information about preventive measures.

Risk mapping is an internal audit tool that allows users to take the necessary measures and establish arrangements to protect the organisation against potentially harmful risks. Based on the observation that not all the risks inherent to the organisation’s activities had been identified, this tool was deployed with a view to managing them, as regards their potential impact on achieving results and the organisation’s assets and image.