Mindful governance

Mindful governance: strategic objectives, the Board’s role and the value created

This underpins four strategic priorities: customer service, profitability, productivity, and employee satisfaction. By upholding high ethical standards and an inclusive culture, the Board pursues operational excellence while building a resilient organisation.

Increasing customer service

Management responsibility

Enhance customer satisfaction, trust, and member experience.

How governance enables business

Supports responsiveness, service quality, and member-centred decision-making.

Board’s role

Oversee service delivery and monitor customer experience outcomes.

The Board promoted member-centric service delivery through accessibility of digital channels, customer feedback, and emerging technologies.

Value created / preserved – FY2025/26

Member satisfaction improved to 89% (FY2024/25: 88%) against a 92.0% target; the Net Promoter Score rose to 75 against a target of 65, with Voice of the Customer capturing 17,747 real-time responses.

Up nextIncreasing profitability

Increasing profitability

Management responsibility

Optimise investment performance, resource allocation, and financial sustainability.

How governance enables business

Provides disciplined oversight of strategy execution, capital allocation, and performance measurement.

Board’s role

Set financial objectives, oversee investment performance, and safeguard member value.

Mindful governance

The Board oversaw portfolio diversification and alignment of investment activity with Vision 2035 and national development priorities.

Value created / preserved – FY2025/26

Assets under management increased to UGX 32.87 trillion, exceeding the UGX 29.13 trillion target. Gross investment return reached 26% against a 12% target; contributions rose to UGX 2.42 trillion and the expense ratio closed at 0.84%.

Up nextIncreasing productivity

Increasing productivity

Management responsibility

Improve operational efficiency, service delivery, and organisational agility.

How governance enables business

Promotes effective decision-making, accountability, technology adoption, and continuous improvement.

Board’s role

Oversee operational performance and digital transformation initiatives.

Mindful governance

The Board supported modernisation through digital service delivery, Platform Next and responsible AI adoption.

Value created / preserved – FY2025/26

Benefits turnaround time improved by 20.5%, from 5.6 days to 4.5 days, despite higher claims volumes. Pension administration system deployment reached 100% completion against a 75% target, and 94% of member services were delivered digitally.

Up nextIncreasing staff satisfaction

Increasing staff satisfaction

Management responsibility

Foster an engaging, inclusive, and high-performance work environment.

How governance enables business

Encourages leadership development, succession planning, skills development, and employee engagement.

Board’s role

Oversee people, culture, succession, and talent development.

Mindful governance

The Board supported capability development, succession planning and culture initiatives aligned to Vision 2035.

Value created / preserved – FY2025/26

Employee engagement increased to 93% (FY2024/25: 91%) against a 91% target, while the Work Experience Index reached 95%. Pathfinder and the Leadership Academy supported talent and leadership readiness.

Up nextBoard responsibility, and the value it creates