| dc.description.abstract | The National Social Security Fund, like any other organization whether in public or private
sector is affected by changes taking place in the environment in which they operate. It
therefore becomes crucial for organizations to prepare themselves by formulating strategies
that will enable them to exploit opportunities presented by the environment. Planning and
implementation of strategic change is, now a day-to-day management issue and must be
managed skillfully for its benefits to be realized.
The National Social Security Fund had been open to a lot of abuse in 1990s and newspapers
were replete with stories of denied or delayed benefits to its members, misappropriation of
scheme funds, questionable investments, and other problems that were to the detriment of its
members. This forced NSSF to reassess it position and hence the need for strategic change
process.
The study sought to establish the reform management process at NSSF and what impact it has
on its performance. The study involved collection and analysis of both primary and secondary
data from various sources.
The study found out that the change management process at NSSF is planned. A task force
was appointed which carried out a sample survey of the business process, working relations,
working tools and staff competences. Its findings were discussed and proposals were
'presented to the Board of Trustees. The external consultants were involved to help in
interpreting the goals and the means for reaching them within set time frame. The approach
therefore was top-bottom where change activities were decided at the top and passed down for
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implementation. NSSF developed a clear vision and strategy which was critical for the success
of the change program.
Despite the constraints, change management at NSSF made considerable gains. The reform
effort has resulted to a detailed manpower and succession planning which effectively
addresses the future needs of the group and career development of individual employees.
NSSF has opened membership to the self-employed and all other groups of workers in the
informal sector. The other change initiatives include the introduction of diversified benefits
which include funeral grant which is now payable to meet basic burial expenses of a deceased
member, payment ofmatemity fees etc.
With improvement of K'T, customer service has considerably improved with members now
able to access their benefits from braches all the country and further, the claims settlement
period has been reduced from 60 days to 21 days. | en |
