HOW PSPF IS TRANSFORMING PENSION SERVICES THROUGH TECHNOLOGY

HOW PSPF IS TRANSFORMING PENSION SERVICES THROUGH TECHNOLOGY-THE DIGITAL TRANSFORMATION JOURNEY IN FULL GEAR.

By Chileshe Mubanga

The Public Service Pensions Fund (PSPF) has developed a Strategic Plan 2024-2028, signalling a major shift in its approach to fulfilling its mandate as prescribed by the Public Service Pensions (PSP) Act CAP 260 of the Laws of Zambia. This plan, aligned with the Eighth National Development Plan (8NDP) and Vision 2030, aim to enhance public service delivery through digitization and automation.

With the theme "Transforming public service pension scheme administration - aligning to the 21^st century," PSPF envisions becoming "A competitive and self-sustaining public service pension scheme." The Fund's mission statement, "Fully Automated Seamless Pensions Administration Systems Supported by Optimal Returns on Investments," underscores the Fund’s commitment to digitizing and automating all business processes for efficient and effective service delivery.

Among key objectives set by the PSPF Board is to reduce pension benefits processing time from 21 days to just 2 days and digitizing of business processes. This ambitious goal is being realized through systems integration where PSPF is integrating its systems with those of partners using an Application Programming Interface (API) and point to point Virtual Private Networks (VPNs). So far, the Fund has integrated systems with key partners, including the Zambia Air Force (ZAF), the Office of the President (OOP), and major financial institutions like Stanbic Bank and Indo Zambia Bank.

This integration is facilitating seamless and secure data exchange between PSPF and its partners thereby enhancing workflow automation, reducing human error, and improving overall productivity and customer experience. To further facilitate this digital shift, PSPF has demonstrated its commitment by donating ultra-modern scanners to key government institutions, including the Public Service Management Division (PSMD), Ministry of Education, Zambia Police Service, Ministry of Health, Immigrations Department and Zambia Correctional Service (ZCS). These donations aim to enhance digital submission capabilities of pension files across government departments, aligning with PSPF's broader digitization goals.

Another significant milestone achieved by the Fund this far in realising this digital transformation journey has been the development of the Mobile App, available on both the App Store and Google Play, complemented by a USSD service (*3434#) accessible on all mobile networks. These platforms bring pension services directly to members, eliminating the need for time-consuming travel and queues. Members can now retrieve social security numbers, check contribution statements, view monthly pension updates, verify file status, and access other essential services remotely.

These digital services have proven particularly beneficial for clients in remote areas with limited internet access. The USSD platform enables users without smartphones or access to internet to access services conveniently, ensuring widespread accessibility.

Building on these member-facing services, PSPF has also launched the e-PSPF platform, a digital infrastructure facilitating user interactions and transactions. Through this platform, members can access services such as life certificate verification and digital file uploads. The e-life certificate system allows pensioners to download, fill, and upload certificates directly, thereby streamlining the verification process.

In conjunction with the e-PSPF platform, digital file uploads have been introduced, allowing partners to submit pension files electronically. This move significantly reduces delays associated with physical file submission. To support this transition, PSPF has conducted extensive training for its partners to ensure a smooth adoption of the new system, with plans to phase out physical file submissions entirely.

In a significant development that complements these digital initiatives, PSPF has established a merchant account with Airtel for its Airtel Money Collections platform. This initiative will enhance PSPF's money collection channels, offering more efficient and accessible methods for receiving member contributions. Airtel Money has been integrated with PSPF's Enterprise Resource Planning (ERP) system, further streamlining operations. Future plans include using Airtel Money for pension disbursements, adding another layer of convenience for beneficiaries.

By embracing digitization across all aspects of its operations, PSPF is positioning itself as a leader in Zambia's public sector transformation. As the Fund continues to expand its digital offerings, members and pensioners are encouraged to take advantage of the new Mobile App, USSD services, e-PSPF platform, and Airtel Money integration to manage their pensions more conveniently and securely.

These initiatives promise to revolutionize pension services in Zambia, ensuring faster, more efficient, and user-friendly experiences for all PSPF members.