KAMPALA – The National Social Security Fund (NSSF) has significantly reduced the time it takes to process members’ benefit claims, cutting the average turnaround from 10.9 days to about 4.5 days following the digitalization of its operations
The Fund’s Managing Director, Mr. Patrick Ayota, disclosed the development, noting that approximately 99 percent of the Fund’s transactions are now processed digitally, a shift that has drastically reduced paperwork and enhanced operational efficiency.
Ayota explained that the automation has enabled remote authorization and real-time approvals, eliminating bureaucratic delays that previously characterized manual processing.
“The turnaround time improved from around 10.9 days to about five or six days, and eventually to approximately 4.5 days,” Ayota said. “If an authorization is made at midnight, the relevant official can review and approve it electronically without having to physically come into the office.”
The improvement comes at a time when benefit payouts have continued to grow. According to the Fund, it paid out about Shs1.5 trillion in benefits in the financial year ending June 2026, up from Shs1.3 trillion in the previous year.
Ayota attributed the enhanced performance not only to technological investment but also to an increasingly motivated and customer-focused workforce.
He revealed that the Fund recorded 89 percent customer satisfaction and 90 percent staff engagement in the 2025/26 financial year, indicators he said reflect improved service delivery and internal efficiency.
The digitalization drive is part of NSSF’s broader strategy to improve transparency, convenience and timely access to members’ savings, particularly at a time when public confidence in social security services is critical.
