The COVID-19 pandemic triggered a special focus on the need for data, digital connectivity, and technology in the Namibian Social Security Commission (SSC) as might have been experienced in many other member countries of the International Social Security Association (ISSA).

At the dawn of the outbreak of the COVID-19 pandemic, the Social Security Commission, launched, in collaboration with the Government of Namibia, the National Employment and Salary Protection Scheme (NESPS) for COVID-19 to strengthen the national response to the pandemic.

In line with the International Social Security Association’s ISSA Guidelines on Service Quality, ISSA Guidelines on Contribution Collection and Compliance, as well as ISSA Guidelines on Information and Communication Technology, Eswatini National Provident Fund (ENPF, hereafter the Fund) has since digitized by introducing a mobile app, member, and employer portals.

Namibia has experienced significant high rates of unemployment that have needed the involvement of all stakeholders. To this end, the Social Security Commission (SSC) moved to create a platform through which, in collaboration with other key players, would address the challenge of unemployment. This is now known as the Development Fund of the SCC.

It has been six years since the Eswatini National Provident Fund, hereafter referred to the Fund, embarked on an upgrade project of its core member administration system inspired by a need to achieve internal agility and external efficiencies relating to excellent customer experience. Finally, this dream has been realised.

a) Web system

These weaknesses included an inefficient computer system, deadwood, general inefficiency in the operational systems of the Fund, high administration costs, poor coverage in terms of benefits etc.

Through the implementation of the said strategy, the Fund undertook a strategic re-engineering process which included the following activities: