Our Strategy

Our members

Expanded reach and coverage

In line with our commitment to empowering generations, we initiated deliberate efforts to induct informal sector workers, improve livelihoods, and stimulate economic partnerships through strategic partnerships and community-focused initiatives led by the Enterprise and Growth Department.

With an expanded mandate to significantly grow our membership base, the Fund is now targeting 15 million members by 2035, with a special focus on serving Uganda's vast and vibrant informal sector.

Financial literacy outreach in Kampala

Brenda Arinda, the Area Manager Mbale, stresses a point during the Regional Employer Meeting 2025

Financial literacy outreach in Kampala

Employer representatives in the Regional Employer Meeting

Key issues, actions, and milestones

Original issue
Action taken
Milestones achieved
  • The need to increase the number of Ugandans transitioning from financial exclusion to participation in formal social security savings structures
  • Launched bulk recruitment campaigns and on-the-ground activities to onboard informal sector workers into the social security system
  • Piloted five sector-specific recruitment drives targeting market vendors, boda-boda operators, farmers, and others
  • These initiatives have increased our visibility and improved access to social protection within the informal sector
  • Rollout of impact community-based livelihoods programmes
  • To enhance the saving capacity of low-income members, we piloted 13 community-based livelihoods programmes across multiple districts, including key urban and rural areas
  • Piloted a livelihoods cohort in 11 districts, launching an initiative to grow new Fund membership from grassroots informal sector communities
  • Raised awareness about our commitment to encouraging communities to begin saving with the Fund
  • Implement strategic partnerships
  • Enhance reach and cater to various collective saving models
  • Four partners signed MOUs to support bulk recruitment and contributions collections in the informal sector

Customer testimonial

“I am really impressed with your quick response. I haven’t been to Uganda in a while and it’s the customer service and follow-ups that wow me. I am so proud. Well done NSSF. ”

– Returning Customer

Satisfied Customer

Annual Members Meeting

On 26 September 2024, the Fund held an interactive 12th Annual Members Meeting (AMM) in line with our commitment to transparency and accountability to NSSF members, stakeholders, and the public. This annual event, a key highlight for the Fund, attracted NSSF partners and contributors who are our members.

The meeting featured updates from Fund management on social security trends, operations, and future initiatives, emphasising our mission to make saving a lifestyle. The Board of Directors also presented the Fund's performance and plans for the financial year, engaging with attendees in an interactive forum.

The event was conducted in a hybrid format, accessible via our online platforms, television, and social media channels.

Financial literacy outreach in Kampala
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Achievements

The Minister of Finance and Economic Development declared an 11.5% Interest rate. This was computed and credited to 2,303,230 member accounts compared to 2,168,210 accounts in the previous financial year. During the AMM, we had 11,125 real-time views across our various online platforms (2024:11,365). Our campaigns, engaged over 1,000,000 customers regarding interest declarations. Additionally, we achieved 3,857,963 impressions, surpassing our target of 2,000,000 and generating 360,046 video views.

Achievements, challenges, and ongoing improvement efforts

We are dedicated to building enduring value for our members. This aligns with our 40-years of building Uganda's future. By putting customers at the centre of everything we do, we are dedicated to empowering generations through social security, financial independence, and enduring opportunity for all working Ugandans.

Customer testimonial

“On point. I’m a proud saver. Thank you, NSSF — I’m very happy with the interest.”

– Proud Saver

Satisfied Customer

Achievements against performance measures

Impact over five years
Description FY21 FY22 FY23 FY24 FY25 Target FY25 Achieved FY25 Strategic Plan Target
Customer Satisfaction Index (CSI) 86% 82% 87.5% 87% 91% 88% 95%
Customer Experience Index 86% 83% 85% 88% 91% 88% 95%
Mystery shopper Rating 82% 82% 86% 90% 90% 97% 95%
Net Promoter Score (NPS) 76 74 72 77 70 78.9 65
Customer complaints and resolution 7,380 resolved in 15 working days 15,390 resolved in 5 working days 14,017 resolved in 3.5 working days 16,349 out of 16,439 resolved in 2.18 days 4 working days 14,839 out of 14,617 resolved in 3.14 days 1 day
Benefits Turnaround Time (TAT) 8.4 days 12.3 days 11.9 days 10.19 days 7 days 5.6 days 1
E-channels to walk-in ratio 94 to 6 93 to 7 94 to 6 91 to 9 92 to 8 96 to 4 95 to 5
CSI Report highlighting feedback
40 YEARS OF BUILDING THE FUTURE: POWERING GROWTH, EMPOWERING GENERATIONS