Our Client
The National Social Security Fund (NSSF), established in 1965, is a cornerstone institution in Kenya’s social protection framework, delivering essential services such as Worker Registration, Contribution Collection, Fund Management, and timely Benefit Payments. As the administrator of the Country’s premier Social Security Scheme, NSSF plays a vital role in enhancing National Socio-Economic resilience.
The Challenge
In alignment with its Corporate Strategic Plan (2014–2019), NSSF initiated a bold digital transformation agenda aimed at modernizing service delivery, improving operational efficiency, and reducing reliance on paper-based transactions. This initiative, sought to address several pressing challenges, including:
- Management of voluminous physical records and legacy data
- Streamlining of cumbersome, manual processes that impeded timely service delivery
- Mitigation of risks associated with physical document handling, including data loss and breaches
- Improving accessibility and retrieval times of critical documents
- Enhancing turnaround time (TAT) for member onboarding and benefits processing
- Ensuring information security and regulatory compliance
To achieve this, the NSSF required a strategic partner with proven capabilities in mass digitization, document and information lifecycle management, workflow automation, and systems integration to enable a future-ready digital ecosystem.
The Solution
To meet these needs, METROFILE, in partnership with trusted digital transformation leader DISI Group, co-designed and implemented a phased rollout that aligned seamlessly with the NSSF’s long-term digital vision. The approach ensured both immediate operational gains and long-term institutional transformation. Key solution components included:
- Structured Data Management
Digitization and optimization of approximately 400 million physical records, enabling streamlined, secure, and indexed digital storage for quick retrieval and reduced operational overhead (95 million physical records digitized to date). - Electronic Document Management System (EDMS)
Deployment of a centralized, scalable, and secure EDMS, providing real-time document access, improved version control, and seamless collaboration across all departments, with built-in compliance and security controls. - ERP Integration
Integration of the EDMS with the NSSF’s existing Enterprise Resource Planning (ERP) system to enable real-time data synchronization, centralized processing, and efficient workflow management across departments. - End-to-End Process Automation
Automation of critical processes such as member registration, contribution processing, and claims disbursement, reducing manual errors, cutting TAT from 90 days to just 2 days for claim processing, and improving data reliability. - Capacity Building and Change Management
Hands-on training and change management programs to ensure user adoption, internal ownership, and long-term sustainability of the digitization effort.
Outcomes and Impact
The transformation yielded tangible and far-reaching benefits:
Enhanced Customer Experience
Improved productivity
Operational Efficiency Gains
Streamlined processes and automated workflows significantly reduced delays in member services, with TAT improving by over 95%.
Stronger Data Security and Regulatory Compliance
Digitized workflows and centralized data storage reduced the risks of document loss, damage, and unauthorized access.
Informed Decision-Making
Real-time data access empowered leadership with timely, actionable insights for strategic planning and risk mitigation.
Cost Reduction and Sustainability
The initiative reduced paper consumption and physical storage needs, contributing to environmental sustainability and long-term cost savings.
Scalability and Collaboration
The EDMS infrastructure facilitated seamless interdepartmental coordination and prepared NSSF to scale operations without compromising efficiency or governance.
Conclusion
Since 2017, METROFILE and DISI Group have been trusted partners, supporting NSSF in implementing a strategic rollout plan aligned with its evolving needs. We remain committed to strengthening the Fund’s digitization and automation footprint to advance its strategic goals and enhance service delivery to millions of Kenyans.
