The Eswatini National Provident Fund (ENPF) digital systems have impressed the global stage as its Acting CEO, Futhi Tembe, unpacked the Fund’s remarkable digital transformation journey during the recent International Conference on Information and Communication Technology in Social Security (ICT 2024), in Indonesia.
The conference, which took place from March 6 to 8, 2024, extended an invitation to the ENPF to share best practices with the attendees from 71 countries around the world and also engaged with them in interactive sessions on lessons learned, and how others can apply the success story of the Fund to their organizations.
Tembe represented the Fund at the conference and had three presentations on digital-related topics.
She gave detailed presentations with visual illustrations on the topic of: “Approaches to Improve Institutional Capacity and Security of Operations: Leveraging Cloud Technologies.”
The Acting CEO also presented on “New generation added-value mobile apps: Leveraging enhanced mobile capabilities.” In her third session, Tembe was the Moderator of a panel discussion on ‘Building Digitally Resilient Social Security Institutions.’ She moderated the session with experts from Portugal, Singapore, Indonesia, Fiji, and Belize.
The 17th International Conference on Information and Communication Technology in Social Security (ICT 2024) was organized by the International Social Security Association (ISSA) in collaboration with the Social Security Administering Body for the Health Sector (BPJS Kesehatan) of Indonesia.
The conference provided a unique platform for senior representatives of ISSA members to review recent progress in the data-driven transformation of social security institutions, be inspired by innovative solutions and the use of emerging technologies, and define digital strategies to support social security objectives worldwide.
In an interview, Tembe described the conference as insightful, impactful, and beneficial as all the topics related to making the best use of technology to enhance customer service excellence.
“The sessions gave us detailed insights on how we can enhance our current services to edify our digital rollouts. We also had a chance to share our best practices. We are honoured to have had that platform to engage with the international delegates on ENPF’s successes and learnings. We have also strengthened our global networks thanks to this conference,” she said.
The Acting CEO also appreciated the Fund’s team for their hard work in the development and implementation of the digital transformation which is now highly regarded by other social security institutions globally.
She said since 2009, the Fund has been able to roll out, among others, online payments of members’ benefits, online payments of contributions, and SMS notification to members. More recently, she noted the Real-time submission of NPF 200 using the Employer Portal and the Online claiming of benefits through the App and Portal, and the introduction of USSD for basic phones, which was implemented this year.
Tembe also shared with the delegates ENPF’s Pre-Digital Era and its current Digital Transformation Journey, highlighting lessons learned and challenges they came across.
She said one of the positive highlights was the successful implementation of the digital project within cost, time, and scope and the second was the enhancement of Digital skills amongst staff.
“Leveraging on technology has seen us implement Automation of Processes and Services and this has reduced errors, streamlined operations, and improved efficiency. Thanks to technology, ENPF has also achieved operational cost reductions for the Fund and employers/members,” she shared.
Tembe also shared with the global delegates how the Fund had implemented robust cybersecurity measures to protect members’ data, prevent fraud, and ensure the security of online transactions. These steps include firewalls and cyber training by staff.