Making lives better by equipping our members and staff with the skills and knowledge to create the foundation for a better life
Saving for the future paves the way for a better life
HEAD OF OPERATIONS
Fredrick Mayanja
Material Matters
Strategic Objectives
Stakeholders
Capitals
Risks
There is no better theme to drive an organisation’s culture than one that seeks more and better ways of improving the lives of its customers. The Fund is intentional about making the lives of our customers better and looks for every opportunity to do so. As an institution insistent on ensuring every single saver retires with a decent living, we have embarked on a number of ways to improve their lives, focusing on Financial Literacy (FL) and operational efficiency.
With Financial Literacy, we have, and continue to take deliberate strides to increase awareness and access to the FL programme. This programme is intended to drive behavioural change towards growing one’s income, savings, investments and consequently financial wellness. The challenges of the Covid-19 operating environment presented us with an opportunity to focus on digital channels to reach the intended audiences; we were able to broadcast FL messages to 1.4m customers (600% higher than in FY20), out of which 67 000 (against a target of 50 000) underwent comprehensive training within the programme, at a training satisfaction rate of 85% and FL Net Promoter Score of 40. We also worked with 82 institutions (41% more institutions than in FY20) to deliver this programme to their own staff.
To increase operational efficiency, we focused on straight through processing and self-service as a sure way to improve the customer experience and drive customer satisfaction levels. The combination of these two focus areas allows for more and more customers to enjoy our services at their convenience, with ease and speed. Our chat bot automation has since been extended from our website to include Twitter and Facebook platforms. We also improved service options and offerings over the more traditional digital means such as the helpline, USSD, SMS and IVR Channels. This channel parity ensures that all market segments are well taken care of. The deliberate strides in improving digital service delivery have increased our digital accessibility with 94% of our customers reaching us via digital means. This strategy enabled us to seamlessly overcome the challenges heighted by the Covid-19 pandemic.
Our customer experience index and mystery shopper score of 86% (two percentage points higher than FY20), against a target of 85% was achieved as a result of collaborative team efforts and strides to accelerate our digital strategy and improve the customer experience.
Our focus going forward is to transform the Fund into a fully functioning digital business, equipping our staff with the skills to work in virtual cross functional teams to increase productivity as they continue to work remotely, and leveraging new digital technologies to provide autonomous and personalised experiences to our members.
View the 'Our Members' write-up
Financial Literacy Graduation Ceremony