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02 Our Business 12 Material matters
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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

311,730

FY2024/25

219,542

Key measure

Smartlife contributors

FY2025/26

70,298

FY2024/25

27,194

Key measure

Customer satisfaction

FY2025/26

89%

FY2024/25

88%

Key measure

Customer complaints resolution

FY2025/26

2.9 days

FY2024/25

3.14 days

Key measure

Financial literacy online reach

FY2025/26

5.4Mn

FY2024/25

14.4Mn

Strategic objectives

Maximising coverage and contributionsMaximising value for our members

Stakeholders affected

Membersemployersregulatorsemployees

Board oversight

SACA

Sustainable Development Goals

Capitals impacted

Financial capitalIntellectual capitalSocial and relationship capital

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

Up nextPartnerships for greater impact

NSSF Integrated Report 2026

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Contents Overview

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NSSF Integrated Report 2026

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01

Report Overview

02

Our Business

03

Our Strategy

04

Our Governance

05

Our Sustainability

06

Our Performance

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