The Director-General of SSNIT, Kwasi Afreh Biney, has disclosed that the pension scheme is accelerating its digital transformation agenda to reduce paperwork, eliminate long queues and improve service delivery for members.
Speaking on Joy News’ PM Express Business Edition on Thursday, Mr Biney said the institution’s investment in technology has significantly reduced the average time required to process pension applications to seven days.
He explained that the seven-day processing period begins after a member has officially retired, submitted all the required documentation and completed the application process.
“Once a member has retired, submitted all the necessary documents and fulfilled the application requirements, it now takes us an average of seven days to process the request and place the person on the pension payroll,” he said.
Mr Biney noted that the process still involves several verification and validation procedures, including file retrieval and investigations, but automation has greatly improved efficiency.
According to him, technology has been a major driver of the improvement, although he stressed that digital transformation requires more than infrastructure and software investments.
“Automation has really helped, but one of the things that we need to focus on is changing mindsets regarding the use of our digital channels,” he said.
He explained that technology investments can only deliver their intended benefits when customers actively embrace and utilise the available platforms.
“If you invest in technology but people do not accept and use it, you will not achieve the outcomes you seek,” he added.
To strengthen digital adoption, Mr Biney revealed that SSNIT has established a dedicated department responsible for enhancing customer experience and increasing usage of the institution’s digital platforms.
The department, he said, is tasked with encouraging uptake, gathering user feedback and continuously improving digital services to make them more accessible and convenient.
“That team’s primary responsibility is to monitor our digital channels, encourage their use, collect feedback and ensure that we consistently improve the user experience,” he explained.
Mr Biney described the initiative as a key contributor to the gains SSNIT has recorded in recent years in service delivery and operational efficiency.
He further disclosed that the institution has adopted a deliberate strategy to make digital platforms the primary means through which members engage with SSNIT.
“We have made a conscious decision to make digital the default channel,” he said.
As part of that strategy, SSNIT is intensifying public education efforts to increase awareness of its digital services and encourage members to use online channels before considering physical visits.
“Digital should become the first option, while face-to-face interactions serve as a complementary service for those who need them,” he stated.
Mr Biney said public services must increasingly reflect the way people live and communicate today, noting that most people rely heavily on their mobile phones and digital applications in their daily lives.
“You wake up and the first thing you probably pick up is your phone. You may go on WhatsApp immediately. We need to design services around how people already live so that we can deliver greater convenience and efficiency,” he said.
He expressed confidence that sustained investment in digital innovation and customer engagement would further enhance SSNIT’s ability to provide faster and more accessible pension services across the country.
