Our Strategy
Our members
Enhancing customer experience to empower generations
Customer Snapshot: How we continued to create value in FY25 |
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Enhanced value through
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Customer testimonial
"I visited your offices this week with the myth of those days in my head… but I was surprised. The customer service and care is very good — right from the entry point outside, through the checkpoint, to the reception and finally at the service desk. Kudos! "
Over the past 40 years, we have been building Uganda’s tomorrow, serving and inspiring new generations of customers along the way. In that time, 3,351,856 members have trusted us to provide social security services.
From a factory worker in 1985 to a gig economy rider in 2025, we have always placed our customers at the heart of what we do, past, present, and future. Through social security, opportunity, and economic freedom, we remain committed to enriching lives. This is the Fund’s promise to all Ugandans.
We have evolved from a manual, walk-in service model in 2012 to a modern, digitally enabled, customer-first institution. Recognising that our customers are central to our long-term success, we have implemented a wide range of initiatives designed to enhance their experience, improve access, and drive satisfaction across generations.
Our customer service journey through generations: Then and now
Before 2012
- For the first 27 years (pre-2008), branches had no customer service units; only one existed at the Head Office from 2001
- By 2012, 95% of services were delivered through walk-ins, with minimal or no digital options
- No defined service quality standards or structured Know Your Customer (KYC) processes
- Long wait times, over 2 hours on average, with service handling exceeding 45 minutes
- Benefits payments took at least 90 days
- Data accuracy was only 49%, affecting service quality
- Customer Satisfaction Index (CSI) stood at 47% with no improvement plans in place
What we did
- Adopted electronic service channels such as the NSSF GO Apps, SMS, Email, USSD, social media, IVR, WhatsApp, a robust call centre infrastructure with capacity for over 60,000 to support self service
- Introduced two flagship annual programmes: Customer Connect Week (CCW) and Annual Members Meeting (AMM)
- Aligned our basic customer service with our 2015-2025 strategic pillar focused on achieving a 95% CSI by June 2025
- Standardised branches look and feel, rolled out service quality assurance, and launched outbound customer engagement to raise service standards and strengthen staff commitment
- Introduced real-time transaction alerts to increase transparency and customer confidence
- Established the Financial Literacy function
Milestones
- Expanded service delivery across multiple touch points - safe, fast, and convenient - 96% transactions online versus 4% walk-ins
- Raised customer satisfaction to an average of 88%
- Improved service excellence with benefits processed within 5.6 days
- Data accuracy increased to 85%
- Enhanced customer engagement and public visibility, building trust, responsiveness, confidence, and service confidence
- Shifted from reactive service to proactive member success, integrating digital tools with a people-centred approach
- Strengthened member education through financial literacy and engagement programmes
In line with our 40-year journey of Building Uganda's Future: Powering Growth, Empowering Generations, we have transformed how we engage with our members. Today, we reach customers through multiple channels, ensuring convenience, accessibility, and personal connection.
Through these touchpoints, we convert institutional assets into tangible service impact, advancing our strategic objectives and enriching our customers' lives. We prioritise personalised interactions, act on feedback and surveys, and resolve issues based on verified transaction data, allowing us to identify and close service gaps effectively.
By placing the customer at the forefront of everything we do, we reaffirm our commitment to Empowering Generations. Our service approach reflects four decades of stewardship and our dedication to serving all Ugandans as we transition towards Vision 2035.
