We believe every member should access our services easily, conveniently, and whenever they need them.
Our focus areas for FY2026/27
Enhancing our digital solutions: Making access easier
By removing barriers and simplifying access, we are creating a more inclusive and responsive customer experience that puts members first. During the year under review, we continued investing in the stability, accessibility, and performance of our digital platforms, while expanding our contact centre services, enhancing our online channels and strengthening our branch network.
We also enhanced the NSSFGO App, USSD channels, employer registration portal, and introduced Straight Through Processing (STP) for Smartlife benefits claims to deliver a faster, better, and more seamless service.
Our members increasingly embraced our digital channels, with 9,406,970 online customer interactions recorded through our Contact Centre and digital platforms compared with 228,858 walk-in customers. More than 140,000 individuals also self-registered as members through our digital channels. By making it easier, faster, and more convenient to engage with the Fund, our digital solutions improved the member experience, advanced financial inclusion, and expanded access to social security for ordinary Ugandans.
Examples of how our digital enhancements improved member access, convenience, and service delivery.
Enhanced NSSF USSD services and NSSFGO App
Expanded convenient 24/7 access to NSSF services through the USSD 254 platform
Enhanced access to Smartlife voluntary savings platforms, with 90% of transactions completed through the MTN 165# and *Airtel 185# channels
Enhanced employer registration
Improved integration with the Uganda Registration Services Bureau (URSB), streamlining employer registration and creating a faster, more seamless experience across both digital and in-branch channels
Deployed STP service for Smartlife benefit claims
The STP service for Smartlife enables eligible claims to be automatically validated and queued for payment, reducing turnaround time from 5 days to 1 day
Key performance indicator
FY2024/25
FY2025/26
FY2024/25: 96 FY2025/26: 98
E-channel to walk-in ratio to target 91
FY2024/25
FY2025/26
FY2024/25: 83% FY2025/26: 83%
Online sentiment to target 65%
FY2024/25
FY2025/26
FY2024/25: 78% FY2025/26: 35.4%
Digital penetration to target 40%
Our customer voices
“There are no lines even. You guys are way ahead of your time. The experience of accessing your services is almost unbelievable. The speed, the accuracy, unmatched. ”
Our focus areas for FY2026/27
Payment of benefits that changed lives
Putting our members first means more than safeguarding their savings. It means helping every member turn a lifetime of contributions into lasting financial wellbeing.
During the financial year, we continued processing benefits payments efficiently, enabling members and their families to navigate some of life's most important milestones with greater confidence. Whether retiring after years of service, relocating abroad, facing a permanent disability, accessing savings to achieve a personal goal, or supporting families through survivors' benefits, every payment reflected our commitment to improving lives through timely and reliable social security.
In FY2025/26, the Fund paid UGX1.55 trillion in benefits to 43,141 qualifying members and beneficiaries, compared with UGX 1.32 trillion paid to 43,031 members in FY2024/25. Behind every payment was a personal story: a family investing in a home, a retiree starting a business, a parent investing in their children’s education, or an entrepreneur growing their enterprise. These stories demonstrate that social security is far more than a financial benefit; it provides dignity, resilience, and opportunity when it matters most.
Beyond supporting individual members and families, the benefits paid by the Fund continued to circulate through local communities, stimulating household consumption, supporting investment and enterprise development, and contributing to Uganda's broader economic growth. In doing so, the Fund continued to fulfil its purpose of improving lives through social security.
Our customer voices
“I celebrate your excellent and unmatched service! In a country laden with negativity, my experience with your service reminded me that there is hope for Uganda. It was extremely fulfilling and made my years of work make sense. It’s unheard of to be served in under 24 hours with no bureaucracy involved. Keep going! ”
