Our Performance
Outlook
Legend
increasing
reducing
stable
Manufactured Capital
Challenges, uncertainties, and disruptive factors
Key challenge:
This year, we advanced our digital and operational transformation, achieving notable efficiency and service gains. While we fell short of our one-day target for processing and paying benefits, we reached a record-low turnaround of 5.6 days, an improvement that sets a solid foundation for further progress.
Mitigating factors/opportunities
Measures undertaken to address the challenge:
To accelerate benefit payments and enhance service delivery, the Fund implemented a targeted operational realignment. Internal workflows were streamlined, and approval structures redesigned to remove bottlenecks and enable faster decision-making—directly contributing to the record-low turnaround time achieved. Leveraging in-house expertise, we optimised core systems with value-enhancing features and functionality. This improved efficiency, reinforced cost discipline, and strengthened the Fund’s capacity for ongoing digital transformation.
Trend during the reporting period:
While the Fund has not yet met its one-day benefits payout target, considerable progress has been made in enhancing the member experience. Average turnaround time improved to 5.6 days, down from 10.1 days in the previous year, despite a 10% increase in claims.
Digital adoption also accelerated, with 96% of transactions conducted via e-channels compared to only 4% through walk-ins. This shift was driven by targeted platform enhancements and greater visibility of our digital channels, including the NSSF website, NSSF Go App, and Sprout platform.
To build on these gains, the Fund is investing in comprehensive business process re-engineering and system customisation to expand product and service offerings, enhance efficiency, and position us to achieve the one-day payout target, even with continued growth in beneficiary numbers.
Outlook
We will focus on building a future-ready digital foundation that enables scale, agility, and innovation. Our technology strategy will meet current operational needs while evolving with changing member expectations, expanding data requirements, and new business models.
Investments in advanced systems, process automation, and data analytics will deliver faster, more personalised, and reliable services, underpinned by strong cybersecurity, compliance, and integration. These measures will ensure the Fund remains resilient, adaptive, and ready to seize opportunities in a rapidly changing environment.
Strategic priorities
- Enhance data capability
- Improve governance, compliance, and risk management
- Improve service delivery
Committee oversight
KPI
- Our strategic target is to pay member benefits in 1 day.