With many entities shifting their data from hard copies to digital computer systems in the early 1990s, there was a heavy reliance on human labour that was required to do the data entry process. This process however, did not come without consequences some of which included digitisation of existing errors, human error in the data capture, creation of suspense balances and subsequent loss of data. These challenges culminated into poor quality data, a critical matter that many entities are still facing to date. The National Social Security Fund (NSSF) of Uganda is no exception.

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:

To make it more convenient for members to access NSSF's services and to reduce the costs of its operations, the NSSF introduced electronic service delivery channels to enable members to view their contribution balances and follow up their claim processing on mobile phones, through the internet and via the toll free line managed through the call centre.

In November 2010, new management embarked on an urgent initiative to restructure NSSF operations in order to gain public trust, grow membership, increase contributions and reduce operating costs. An operating model emphasizing relationship management was introduced to raise compliance levels, grow membership and reduce overall operating costs. The NSSF has shortened processing times and improved customer service.

A communication programme was also rolled out to remind employers and employees of their rights and obligations.