1. Member-centricity
We believe in
YOU
Why this matters for long-term value creation
NSSF's long-term success depends on its ability to create lasting value for members across increasingly diverse employment, income, and life circumstances. As social security expands beyond the traditional employer-employee relationship, the Fund must respond to evolving member needs through accessible products, trusted services and meaningful engagement that encourage lifelong participation and consistent saving.
Being Member Focused, one of our core values, means continually listening to our members and designing solutions that improve financial inclusion, strengthen retirement preparedness, and enhance long-term financial wellbeing. This is fundamental to achieving our Vision 2035 ambition of reaching 15 million members while delivering an exceptional member experience.
Ultimately, creating value is not only about growing membership, but about empowering more Ugandans to participate meaningfully in social security and improve their financial futures.
Our strategic response
To strengthen member-centricity, we continue to:
Expand voluntary participation through accessible and flexible savings solutions
Deliver more personalised member experiences through data, analytics, and segmentation
Strengthen financial literacy and retirement planning to encourage lifelong saving
Improve accessibility through digital channels and simplified member journeys
Develop products and services that respond to the diverse needs of Uganda's workforce
FY2025/26 progress
We continued to strengthen member value through:
Expansion of Smartlife voluntary savings
Enhanced digital service delivery and self-service channels
Greater financial literacy and community outreach
Improved member experience and service responsiveness
Continued growth in voluntary participation and member engagement
Performance measures
Key measure
Membership growth
FY2025/26
FY2024/25
Key measure
Smartlife contributors
FY2025/26
FY2024/25
Key measure
Customer satisfaction
FY2025/26
FY2024/25
Key measure
Customer complaints resolution
FY2025/26
FY2024/25
Key measure
Financial literacy online reach
FY2025/26
FY2024/25
Strategic objectives
Stakeholders affected
Board oversight
Sustainable Development Goals
Capitals impacted



Key risks
Service
Failures
Low
Engagement
Declining
Satisfaction
Reduced
Participation
Key opportunities
Financial
Inclusion
Membership
Growth
Voluntary Savings
Growth
Improved Member
Outcomes
Why it matters
Member growth, trust, and long-term participation