Stakeholder Group
Customers (our members and potential members)
Our customers have specific needs. We put our members at the centre by providing a variety of relevant products and services. Communication is key to understanding their current and future demands.
Needs and expectations
- Improved service and care
- Convenience and timely payment of benefits
- Relevant, high-value offerings
- Competitive returns
- Active engagement
- Safety of their funds
How we engaged
- Engaged directly with customers through our branch network, Contact Centre, outreach centres, and digital channels
- Used Voice of Customer tools, surveys, and feedback to understand customer needs and improve service
- Engaged employers to improve consistency in contribution collections and compliance
- Used Smartlife campaigns and financial literacy engagements to increase awareness and participation in the programme
- Integrated livelihoods, entrepreneurship and financial literacy into customer onboarding and retention
- Expanded digital and walk-in services to improve accessibility
- Reviewed and resolved customer complaints to support continuous improvement
- Simplified onboarding through AI-assisted digital benefits claim processing
Strategic response, value creation and outcomes
- Customer satisfaction increased to 89%, from 88% in 2025
- Mystery shopper score reached 91%, compared with 97% in 2025
- Benefits turnaround improved to 4.5 days, from 5.6 days
- E-channel interactions increased to 98%, compared with 96% in 2025
- 311,730 new members enrolled, expanding social security coverage
- 70,298 customers enrolled in Smartlife, contributing UGX 138 billion
- Whistle-blower campaign generated UGX89 billion, helping safeguard social security savings
- 1.44 million people engaged through financial literacy activities, with a further 5.4 million reached digitally
Opportunities and outlook
- Expand Smartife and deepen its impact
- Increase informal-sector coverage through partnerships and livelihoods
- Expand financial literacy among customers and communities
- Build partnerships to mobilise formal and informal-sector savings
- Continue improving processes, systems and channels to reduce turnaround times
- Roll out convenient products and services to increase coverage
Risks
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Reputational risk
SDGs
Quality of relationship
Meeting Expectations
Government of Uganda National Development Plan IV Alignment
- Private sector: Reduce vulnerability, gender inequality and inequity along the lifecycle
- Productivity and value addition: Sustainably increase production, productivity, and value addition in agriculture, minerals, oil and gas, tourism, ICT, and financial services