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 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.

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.

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.

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 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.

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.

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.

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.

Forum theatre is a form of theatre created in the 1960s by a Brazilian playwright and director to help fight all kinds of oppression existing in human societies. The Pension Fund of Morocco (Caisse marocaine des retraites –  CMR) drew inspiration from this type of theatre to develop a communication channel in order to change public perceptions with regard to:

Twelve years of intensive promotional activities since the launching of the Seychelles Pension Fund (SPF), we now have an appreciation that the importance of pension has well and truly permeated the population; inclusive of the informal sector albeit a slower rate. The key is to maintain member’s interest in their preparation towards retirement – and with a new decade comes a new generation, more IT savvy but with the same need.

In the framework of the strategy adopted by Algeria’s National Social Insurance Fund for Employees (Caisse nationale des assurances sociales des travailleurs salariés – CNAS) to improve the service offered to insured persons and their dependants, focusing particularly on those with special needs, on the one hand, and on streamlining procedures and modernizing the public service, on the other, the CNAS has drawn up a wide-ranging programme of measures aimed at this group.

This programme has been implemented in the field by:

It remains a challenge for the Seychelles Pension Fund (SPF) to attract members of the public who are in the informal sector. As a means to get this group to contribute towards SPF and later benefit with a pension, the protecting you campaign was initiated.

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.

As known, the major crisis that the Social Security Fund (SSF) of Libya works in has been creating challenges that we still face and deal with through performing our social obligation to the fullest in harmony with our mission towards society.

Our efforts are clearly reflected in consolidating country and giving hope to all Libyans that there is a great opportunity to reunite again. Accordingly, this is a prime example when we have been bringing all parties to meet at the same table, despite their divergent political views.

A review of Seychelles Pension Fund (SPF) communication strategy 2017 indicated that there was a visible service gap in terms of public perceptions of our services. There was a need to realign our communication strategy in line with SPF’s mandate so as to regain public support.

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 principal mandate of the National Social Security Fund (NSSF) of Uganda is to collect contributions, 5 per cent from the member and 10 per cent from the employer, invest and then pay out benefits to qualifying members. To qualify, members need to fall in any of the following claim categories: age benefit, emigration grant, exempted employment, invalidity benefit and survivors benefit.

The rationale of a retirement benefits scheme is to alleviate old age poverty and a contributing factor to poverty is the loss of the principle bread winner. Despite paying survivors benefits, statistics indicate that up to 80 per cent of the said families have to downgrade their living standards and are susceptible to poverty. To address this challenge, the Laptrust scheme introduced additional insurance-based benefits; Group life cover (3 times annual pensionable salary) and last expense (USD 1,000) to complement existing survivor's benefits drawn from the scheme.

The National Social Security Fund of Public State Employees (Caisse nationale de sécurité sociale des agents publics de l’Etat – CNSSAPE) was founded on 14 December 2015 as part of the public administration reforms in the Democratic Republic of the Congo (DRC). Once established, the CNSSAPE threw itself into getting its services up and running. From the business itself to the materials used, every effort was made to ensure the new institution operated in accordance with a set of rules.

This project consists in providing inspectors with tablet computers and web and mobile applications as part of a new policy on the collection of contributions and monitoring of insured persons. The system performs the following functions:

It enables insured persons to:

The National Social Insurance Fund for Employees (Caisse nationale des assurances sociales des travailleurs salariés – CNAS) continues to make efforts to communicate with its users (insured persons, dependants, employers, health professionals, partners, the public) using all existing channels. One worthwhile strategy in this area is the communication of social information by the production of a radio programme.

The Online Retirement Portal serves Algerian citizens in general, and retired persons and future retirees in particular. It offers the following retirement-related services:

• follow-up on pension requests;
• managing complaints;
• home help;
• retirement accounts (on-line consultation).
   

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:

Since 2016 the National Social Insurance Fund for Employees (Caisse nationale des assurances sociales des travailleurs salaries – CNAS) has conducted a national programme financed by its prevention fund. The aim of this information and awareness-raising programme for interns and apprentices on vocational training for the prevention of occupational accidents and diseases is to be proactive with future workers by providing them with knowledge and good practices in the field of occupational health and safety.

Since the reorganization of the Pension Fund of Morocco (Caisse marocaine des retraites – CMR) in 2011, which placed the client at the forefront of its concerns, the Fund’s “client relationship” has changed considerably, in particular owing to the introduction and use of a marketing and multichannel approach.

In 2016, the CMR witnessed:

The National Social Security Fund (NSSF) would like to provide all its members effective social risk management solutions. Members should trust that the Fund delivers what it promises. The Fund has faced accusations that qualifying members are not paid their savings when they are due. It was also reported that most members use up all their savings within 48 months after payment.

The Fund developed a public tactical campaign that sought to show that:

The use of optical fibre connections provided by local telecommunication operator caused some problems with the internal transmission of data due to technical failures resulting from the saturation of the network and frequent network outages, and has affected the coverage of different locations.

The nationwide extension of the use of the “CHIFA” electronic card for insured persons and its online updating is the most recent step in the modernization and improvement of the general conditions for the provision of service to insured persons and their dependants.

A voluntary insurance scheme for independent workers and workers from the informal sector was established in 2014, in line with regulations. In an effort to make this scheme known to all concerned sectors of the population and to facilitate the enrolment of the greatest possible number, the National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNPS) developed a system involving the accreditation of social secretariats.

The Malagasy population's unfamiliarity with the social security concept partly explains the low rate of social security coverage (10%). Despite efforts to publicize and raise awareness, the situation remains somewhat static. To remedy this, an education program on the right to social services was implemented in February 2014 through the introduction of Junior Clubs which bring children together. They will act as information vectors through fun and festive activities and will instill a social service culture in their families and society in general.

The National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNaPS) is continuing its efforts to extend social security coverage in Madagascar. An initiative to expand awareness raising activities has become a laudable strategy in terms of its achievements. In 2014 it launched a programme for Catholic school leaders that promotes and raises awareness on the provisions of social security and of their responsibilities regarding such rights.

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 Collective Scheme for Retirement Allowances (Régime collectif d’allocation de retraite – RCAR) has introduced a fully computerized and versatile multi-scheme, multiproduct organizational and technological management platform, consisting of a multi-channel Customer Relations Centre (agencies, a call centre, web/mobile, social networks), a multiproduct Payment Centre, and a computerized Back Office that is integrated with RCAR’s partners.

Pension in figures was first issued by the Seychelles Pension Fund (SPF) in 2011, and has been published every year since then. The aim was to try and attract more members to read and have an idea of the SPF’s annual performance and financial status so that they will be more abreast about the SPF’s current situation.

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.

In 1989, Burundi’s Mutual Benefit Society for Public Employees (Mutuelle de la Fonction Publique – MFP), which was founded in 1980, began to establish its own pharmacies near partnering public hospitals as part of its drive to regulate the cost of drugs reimbursed to healthcare partners. Private partner pharmacies were increasing their prices as they saw fit and a financial imbalance between the cost of healthcare services and contributions was imminent.