Customer snapshot on value created | NSSF Integrated Report 2026

What we did FY2024/25 FY2025/26

Our members

Customer snapshot on value created

What we did

Enhanced customer satisfaction (customer satisfaction ratings)

FY2024/25

88%

FY2025/26

89%

What we did

Enhanced business partnerships initiatives

FY2024/25

14,309

new employers

21

new partners

FY2025/26

6,410

new employers

60

new partners

FY2024/25: 219,542 FY2025/26: 311,730

Registered new members

FY2024/25: 27,194 FY2025/26: 70,298

Onboarded new Smartlife voluntary members

FY2024/25: 43,031 FY2025/26: 43,141

Paid out qualifying retirement benefits

FY2024/25: UGX 1.32Tn FY2025/26: UGX 1.55Tn

Benefits amount paid

FY2024/25: 96:4 FY2025/26: 98:2

Increased online customer reach

FY2024/25: 14.4Mn FY2025/26: 5.4Mn

Increased Financial Literacy reach

FY2024/25: 94% FY2025/26: 98.9%

of 14,839 resolved

of 11,931 resolved

Efficient complaint resolution

FY2024/25: 5.6 days FY2025/26: 4.5 days

Reduced turnaround time to pay member benefits

FY2024/25: 13.5% FY2025/26: 22.53%

% interest declared

Service improvements were implemented based on member feedback regarding employer non-compliance

Improved the protection of members' savings by recovering UGX 89 billion from non-compliant employers through the Employer Amnesty Campaign

UGX89billion

Recovered through the Employer Amnesty Campaign

Up nextMember value created

Our members

Customer snapshot on value created

Member value created

01

Improved customer experiences

02

Increased number of people saving with Smartlife voluntary scheme

03

Increased savings awareness and improved financial knowledge

04

Improved digital convenience

05

Improved protection of members' savings

06

Inquiries were resolved during the first interaction

Challenges we faced

Irregular income patterns among informal sector workers continued to constrain participation in the Smartlife savings product
Limited awareness of our products and services and their associated benefits
Not all Ugandans have National Identification Numbers or phone numbers, creating barriers to NSSF enrolment

What we are doing to address the challenges

Reduced the minimum savings threshold from UGX5,000 to 500 shillings to promote inclusion and affordability
Increased awareness and financial literacy engagements across Uganda to strengthen a savings culture
Introduction of a registration system that enables members to register without a National ID, removing a key barrier to registration and supporting the expansion of social security coverage to more Ugandans

Up nextOur customer voices

Our customer voices

“These guys have top-notch customer service. I think most organisations should emulate NSSF. Kudos ”.

Appreciative member

Up nextEnhancing our digital solutions

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01

Report Overview

01 Introduction 1 pg 02 Reporting Frameworks 1 pg 03 Integrated Thinking 1 pg 04 Our Theme 1 pg 05 Navigating our Report 1 pg 06 Chairman's statement 1 pg 07 Managing Director’s statement 1 pg

02

Our Business

03

Our Strategy

01 Introduction 1 pg 02 Strategy at a Glance 1 pg 03 Reflecting on our Progress 1 pg 04 Delivering Vision 2035 4 pgs 05 Performance Against Strategy 4 pgs 06 Stakeholder Engagement 42 pgs 07 Shared Value 3 pgs

04

Our Governance

05

Our Sustainability

06

Our Performance

01 CFO’s Financial Review 8 pgs 02 CIO Business Review 11 pgs 03 Audited Financial Statements (AFS) 0 pgs 04 Outlook 5 pgs 05 Financial definitions 4 pgs 06 Acronyms 18 pgs 07 Contact us 1 pg

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