NSSF

What you need to know: Re-engineering the Fund's business processes was key to delivering a new and exciting customer experience. The target was to get have at ...

Benefits contribution compliance was 47 percent and it took on average, 105 days for our members to lodge in their claims and get paid,” recounts Byarugaba. The Fund is expected to hit its Shs20 trillion target by 2023/24, at least a year ahead of the targeted 2024/25! Benefits contribution compliance was 47% and it took on average, 105 days for our members to lodge in their claims and get paid,” recounts Byarugaba. Today, customer satisfaction is at 86% - about 9 percentage points away from the targeted 95% and staff satisfaction at 94%- just 1% short of the targeted 95%. “Re-engineering our business processes was key to delivering a new and exciting customer experience. Therefore, excellence in our service delivery channels and customer relationship was going to be very key to our success,” he says.