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 National Social Insurance Fund for Employees (Caisse nationale des assurances sociales des travailleurs salariés – CNAS), Algeria’s primary social security body, covers virtually all types of risk, namely social insurance (sickness, disability, maternity and death), occupational accidents and professional diseases. It also collects contributions and fulfils missions of a health and social nature.

Despite the significant growth of workers in the social security system during the last decade, more than 7 million workers still remain unintegrated.

Investments in operational and technological management to simplify and facilitate declaration and contribution collection, which have contributed to the results achieved, have not been sufficient to change this situation.

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

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.

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:

Namibia has experienced significant high rates of unemployment that have needed the involvement of all stakeholders. To this end, the Social Security Commission (SSC) moved to create a platform through which, in collaboration with other key players, would address the challenge of unemployment. This is now known as the Development Fund of the SCC.

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.

Automated data extraction (ADE) is a range of technologies that makes it possible to segment, extract and read, through character recognition, textual information from codified texts and to update the information system.

This ADE system is accompanied by an electronic document management (EDM) solution that makes it possible to digitize physical documents and archive them electronically.

The quick development in societies and the appearance of certain political, social, economic or health issues are different challenges facing social insurance systems in Egypt. While addressing such challenges, the insurance system may find some obstacles and shortcomings in policies, legislation or technological systems.

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.

In the digital age, user services are taking a new turn. From e-governments to having a 360-degree user overview, digital concepts look to ensure that user expectations and the responses of public and private administrations are well matched.

Committed to their public service mission, the Social Insurance Institute for Old-Age Pensions in Senegal (Institution de prévoyance retraite du Sénégal – IPRES) and the Social Security Fund (Caisse de sécurité sociale – CSS) provide a number of services, which include:

With a view to bolstering the mechanisms used to collect social security contributions while effectively combating evasion and fraud, platforms were set up for the exchange of data between Cameroon’s National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNPS) and a number of other administrations.

Stakeholders with whom these platforms were established include:

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.

For some ten years, the National Social Security Fund (Caisse nationale de prévoyance – CNPS) of Cameroon has been resolutely committed to sustainable development and corporate social responsibility (CSR).

By leveraging its wide scope of action (employers, workers, recipients of benefits, health and social campaigns through hospitals and schools, etc.), the CNPS has stepped up its environmental commitment over the last three years through the implementation of an action plan that has significantly reduced its carbon footprint and hence its greenhouse gas emissions.

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 mandate of the National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNaPS) of Madagascar includes occupational accidents and diseases. Within this remit, CNaPS also promotes early intervention, encouraging preventive action to address risks arising in the workplace. The aim is to increase awareness and motivation on the part of employers and workers as regards the need for a safe and healthy work environment.

Service quality measured by effectiveness and efficiency of systems by social security institutions is paramount in driving trust and confidence in socials security systems. Currently, mobile banking penetration in Kenya is approximately 90 per cent of the population and pension schemes make payments to individual pensioner through traditional channels such as banks and credit unions. These channels have a cost implication to the scheme and to the pensioner.

Late payment of claims to certified health care was a daunting challenge experienced by the National Health Insurance Fund (NHIF, hereafter the Fund) of the United Republic of Tanzania. Delays on payments to health care providers was also source of complaints to certified health facilities, as well as registered beneficiaries. Amongst the key causes of late payments to health care providers were the use of an offline claims submission system or sometime manual process.

The ISSA Guidelines on Investment of Social Security Funds is anchored on a robust investment philosophy that is centred on high investment returns to the scheme and consequently to the members. In addition to this, social security institutions have a social responsibility to its membership and the environment to promote environmentally conscious investment.

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.

The Egyptian state has taken great steps towards digital transformation and building a digital Egypt. To reach a digitally connected and integrated government, and expanding the provision of automated services, the National Organization for Social Insurance (NOSI) of Egypt is working towards promoting and developing the information and communication technology (ICT) infrastructure, setting plans and strategies to achieve such goals, keeping in mind improving the work environment and raising the level of performance within the various state institutions.

The customer care quality charter sets out, through its various provisions, a code of conduct towards insured persons to which staff at the Democratic Republic of the Congo’s National Social Security Fund of Public State Employees (Caisse nationale de sécurité sociale des agents publics de l’État – CNSSAP) are expected to adhere. It is signed by all staff members, whether in front-office or back-office roles, and compliance with its provisions is mandatory.

Morocco’s Interprofessional Retirement Fund (Caisse interprofessionnelle marocaine de retraites – CIMR) has developed a new, cutting-edge technology to offer its pensioners enhanced security and comfort. Pensioners affiliated to the CIMR can now provide proof of life at a distance, from the comfort of their own homes. They need simply make use of the CIMR DIALCOM mobile application, complete with dynamic-selfie facial recognition software.

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.

The mission of Morocco’s CDG Prévoyance is to honour, as effectively as possible, the financial commitments of the schemes it manages. This necessarily involves the definition of an investment strategy capable of achieving the return and risk objectives that have been set. Roll-out of the strategy requires benchmarks to be established and shared with the external managers who have been charged with its implementation. Yet the benchmarks published on the Moroccan financial market do not accurately reflect the structure or specificities of the portfolios managed by CDG Prévoyance.

Workers Compensation Fund (WCF) of the United Republic of Tanzania was established in July 2015 to provide reliable and efficient workers compensation services that mitigate
socio-economic impact of occupational injuries. As a new social security institution, it operated under manual systems, which triggered delays in employers’ registration, contribution receipting, file retrieval, claims notification and claims payment.

WCF began to automate its processes to:

The informal sector workers, including youth, are not covered by any regulated savings or social insurance schemes to help cushion the workers from shocks, loss of jobs, etc. In line with the National Social Security Fund (NSSF) of Kenya Act No. 45 of 2013 and Government agenda of providing universal social security coverage, NSSF developed a product “haba haba” which has short term maturity period.

In Côte d’Ivoire, less than 10 per cent of the population is formally covered by the social security system and around 95 per cent of jobs belong to the informal economy. The Social Insurance Institute – National Social Insurance Fund (Institution de prévoyance sociale – Caisse nationale de prévoyance sociale – IPS-CNPS) has therefore begun to extend social security coverage to self-employed workers by creating a specific framework tailored to this group.

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.

Before July 2019, the National Health Insurance Fund (NHIF, hereafter the Fund) of the United Republic of Tanzania deployed various contribution collection systems, which caused a number of challenges on contribution management. Main challenges were experienced on contribution remittance, including accumulation of contribution arrears and suspense or direct credits contribution.

The Public Service Social Security Fund (PSSSF) of the United Republic of Tanzania, hereafter also referred to as the Fund, was established in August 2018 as a social security scheme for public Sector. In its mandate it had to serve employers, members, and pensioners of the Fund. PSSSF has the role of registering members, collect contributions, invest and pay benefits.

Since the National Social Insurance Fund of Chad (Caisse nationale de prévoyance sociale – CNPS) was established in 1956, its activities have been concentrated at its headquarters, with its provincial agencies considered merely payment and file-transmission centres. Indeed, payment slips were liquidated at head office and the funds sent to the agencies for disbursement.

On the one hand, this activity helps to break the ice between the National Social Security Fund of Public State Employees (Caisse nationale de sécurité sociale des agents publics de l’État − CNSSAPE) of the Democratic Republic of the Congo (DRC) and its members, in order to create mutual trust between the two. Moreover, it facilitates exchange, most often around the issues that bring them together: namely, social security matters, but also the products and services offered.

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.

As part of its digitization strategy, the Pension Fund of Morocco (Caisse marocaine des retraites – CMR) has developed an IT platform called “e-retraite CMR” for the paperless management of pension files. This platform serves as a data exchange interface between the CMR and employers, enabling the latter to scan pension records and transfer them to the CMR as well as monitor, in real time, the status of these files. It also keeps stakeholders and clients abreast of developments in their files.

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:

By emphasizing its focus on pensioners, taking advantage of the digital transformation and adopting an e-service-based approach, Algeria’s National Retirement Fund (Caisse nationale des retraites – CNR) has greatly improved its provision of electronic services to insured persons in general and pensioners in particular.

In 2019, the Local Authorities Pension Trust (LAPT) carried out a digital marketing campaign dubbed “Eneza Pensheni” which is Swahili for “Spread Pension”. The campaign was premised on the fact that less than 20 per cent of Kenyans were covered by a workplace pension plan. Notably, a survey by Infotrack Research & Consulting, commissioned by the LAPT indicated that the number of Kenyans with a pension plan had declined to 10 per cent as most respondents intended to rely heavily on investments such as property to cater for their financial needs after retirement.

In their relations with the Togo National Social Security Fund (Caisse nationale de sécurité sociale – CNSS), the social partners are subject to obligations intended to ensure that every worker enjoys social benefits to cover the social risks affecting them. They must therefore comply with the associated procedures and formalities.

In the context of its fight against fraud and social security evasion, Tunisia’s National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) launched, in April 2019, an IT system enabling the end-to-end automation of the controls process from data collection and the targeting of fraud to the exercising of monitoring tasks and processing of results.

Following instructions from the government, in the last quarter of 2018 the National Sickness Insurance Fund (Caisse nationale d’assurance maladie – CNAM) of Mauritania began preparations for the launch of a voluntary health insurance scheme intended to offer health insurance to individuals in the informal sector and their dependants.

A committee was appointed by the Director General to undertake a study to clarify the circumstances in which the objectives of the project could be achieved and the support measures to be put in place for this purpose.

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.

The practice consists of reducing the time it takes to provide insured persons with information, at a lower cost. This involves notifying them of their entitlements and benefit payment dates with messages sent from a platform developed by the National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) of the Central African Republic. This platform contains an updated list of insured persons.

Before July 2019, the National Health Insurance Fund (NHIF, hereafter the Fund) of the United Republic of Tanzania had a service portal; a verification system that required internet connectivity to verify members prior access to medical services. Requirement of internet connectivity was a challenge to most of the health facilities located in remote areas. As such, some health facilities in remote rural areas used to provide medical services even to ineligible beneficiaries.

Online payment of social security contributions is now supported by electronic reporting on the site www.cnps.cm. It responds to a need for consistency, efficiency, legibility of accounts and adaptation to meet the requirements of a clientele that is open to the world and attentive to technical progress in terms of facilitating transactions and instantaneous response times.

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).

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.

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.

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.

The payment of social security contributions by the employer is recorded in the form of a payment receipt by the National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNPS). If payment was made by bank transfer, the employer used to have to go to the CNPS’s receipt issuers at a later date to collect his receipt.

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.

Djibouti’s social security system guarantees pregnant employees covered by the labour code a period of maternity leave for which they have the right to claim benefits. This maternity leave, which seeks to safeguard women’s health during pregnancy and allow them time to breastfeed and care for their baby, originally lasted 14 weeks.

In July 2019, a major reform to provide pregnancy and maternity protection was implemented, extending statutory paid maternity leave to 26 weeks (six months or 180 days).

In the Democratic Republic of the Congo, the general scheme managed by the National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) administers pensions, occupational risks and family benefits over a 2,345,410-square-kilometre territory through a network of 60 management centres (agencies), which are permanently printing official documents. The cost of printing these materials has a clear impact on CNSS finances.

The effect of climate change is already a measurable reality posing significant social, economic, and environmental risks globally. For a developing country like South Africa, the risks associated with climate change are exacerbated by high levels of poverty, inequality and unemployment. The World Bank’s Climate Risk Country Profile for South Africa (2021) states that climate change is expected to increase the risk and severity of water scarcity and drought across South Africa.

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:

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.

Financial sustainability of a social security scheme is heavily reliant on contribution collection and compliance. Inspired by the ISSA Guidelines, the Local Authorities Pension Trust (LAPT) has identified administrative solutions to improve access to contributory social security programmes for populations that are difficult to reach.

As part of the establishment of its web platform e-CNPS, the Social Insurance Institute - National Social Insurance Fund (Institution de prévoyance sociale - Caisse nationale de prévoyance sociale – IPS-CNPS) of Côte d’Ivoire has developed an app called “e-Cotisations”. This is a tool that allows an employer to declare social security contributions and, at the same time, display the names of the workers concerned and their remuneration.

This app is largely a response to the following requirements:

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.

The online service or web application known as “Cotisation 1.0” (Contribution 1.0) is an IT solution intended for use by members of the Democratic Republic of the Congo (DRC)’s National Social Security Fund of Public State Employees (Caisse nationale de sécurité sociale des agents publics de l’Etat – CNSSAPE) via its website. Its aim is to allow scheme members to consult their personal contribution records as well as to simulate pension forecasts.

For many years, there have been flaws in the processing and payment procedure for pension application files, leading to dissatisfaction among beneficiaries. These flaws led to long delays in file processing between retirement and first pension payment, sometimes lasting up to a year. To solve this problem, several actions have been undertaken ranging from simplifying the list of documents in a pension file to improving the processing circuit.

The dematerialization of all types of payments is a continuous process that has been consolidated as services have been automated, and has seen a shift from cash, checks, and then e-wallet to online and mobile money payment. Payments to customers (pensions, invoices from service providers, staff travel expenses, family allowances, etc.) have been entirely dematerialized since 2018. As far as social security contributions are concerned, online and mobile money payments are the methods preferred by insured persons and employers.

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 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.

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.

Social security schemes are exposed to the risk of beneficiary substitution and the under-reporting of employee numbers and declared salaries. The pension is a long-term benefit, and this increases the risk of substitution when the physical inspection is only visual. To address this shortcoming, we chose biometric fingerprint identification because it is failsafe. This technical solution has been grafted onto the automated information system and is intended to generate savings in technical expenditure by eradicating beneficiary substitution fraud.

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.

One of the major requisite for the pensioners post their retirement from the Local Authorities Pension Trust (LAPTRUST) of Kenya has been to provide life certificates. In the past, one had to present themself physically before the schemes’ agent or have the life certificate issued by a competent authority.

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 system for managing public pensions in the Côte d’Ivoire underwent an extensive and far-reaching reform in 2012.

As a result, the legal status of the body in charge of managing the said system changed from that of a public company to a provident fund. As a member of the ISSA since 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) was obliged to align its operations with the principles and fundamentals governing ISSA member organizations.

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.

With a view to cost optimization and control in the field of information technology (IT) infrastructure, Togo’s National Institute of Health Insurance (Institut national d’assurance maladie – INAM) opted to incorporate cloud computing into its organizational strategy to help rationalize the resources at its disposal. Another goal was to ensure that it had a flexible and secure architecture in place to cope with the high demand for digital innovation.

The main objective of investing social security funds is to generate returns that help to finance payment of benefits and services to members. Apart from maximizing returns, investment by social security schemes aim to create positive social-economic impact to the Community. The Public Service Social Security Fund (PSSSF), hereafter also referred to as the Fund, being the leading social security scheme in United Republic of Tanzania, has made investments in four industrial projects apart from the traditional investments.

EjoHeza is a voluntary digital pension fund managed as a defined contribution system, officially launched by Government of Rwanda on 14 December 2018, with the objective to increase coverage. All Rwandan residents including foreigners with a national identity number have the right to register, save to the scheme and benefit at the age of 55 years.

Previously, the United Republic of Tanzania had five social security schemes namely National Social Security Fund (NSSF), PPF Pensions Fund, LAPF Pensions Fund, GEPF Retirement Benefits Fund, and Public Service Pension Fund (PSPF), offering pension and allied benefits.

The remit of Morocco’s Deposit and Management Fund Insurance branch (Caisse de Dépôt et de Gestion Prévoyance – CDG Prévoyance), hereafter referred to as CDG Insurance, is to consolidate operational capacities in the field of provident funds so as to support the State in managing the pension schemes and solidarity funds that fall under its mandate.

The remit of Morocco’s Deposit and Management Fund Insurance (Caisse de Dépôt et de Gestion Prévoyance – CDG Prévoyance), thereafter referred to as CDG Insurance is to consolidate operational capacities in the field of provident funds so as to support the State in managing the pension schemes and solidarity funds that fall under its mandate. CDG Insurance serves around a million clients (affiliates, beneficiaries and members) with whom it is in constant contact.

Morocco’s Deposit and Management Fund Insurance (Caisse de Dépôt et de Gestion Prévoyance – CDG Prévoyance), hereafter referred to as CDG Insurance, manages a diverse range of provident fund products. It must respond, within a reasonable timeframe, to public authority requests regarding the management of new funds and products. It is in this context that it launched, in 2017, an ambitious project to develop a business model to standardize how provident fund objects are defined and the relationships between them, regardless of the product in question.

Between 2015 and 2022, various legislative, operational, and technological measures were developed and implemented to ensure the long-term sustainability of social security, with emphasis on the modernization and automation of declarations of remuneration, contributions management, payments, and regularization of the debt.

The challenges were enormous. Thus, a strategy was established for the progressive and integrated implementation of several measures:

Most health insurance institutions grapple with the challenge of fraudulent claims. Globally, it is estimated that 20 to 30 per cent of the finances are lost through fraudulent claims. The National Health Insurance Fund (NHIF) of Kenya has been no exception in dealing with this menace. Faced with this challenge, NHIF introduced biometric member registration and identification system as a measure to control fraud cases emanating from few individual beneficiaries and health care providers who choose to engage in defrauding the organization.

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.

The preprocessing and unit was set up to filter application digitization files prior to payment and to give users immediate information.

The unit checks that the files are complete, digitizes the required documents and passes them on to the processing units. This system has effectively contributed to reducing processing times, a development welcomed by pensioners belonging to the National Pension Fund (Fonds national des retraites – FNR) of Benin.

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.

In 2016, Tunisia’s National Social Security Fund (Caisse nationale de sécurité sociale – CNSS) embarked on a digital transformation of its information system (SI-CNSS). This transformation, inspired by the ISSA Guidelines, breaks down into two phases:

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).

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.