The Director-General of the Social Security and National Insurance Trust (SSNIT), Kwasi Afresh Biney, has stated that the institution’s greatest challenge is no longer technological capability but encouraging more Ghanaians to embrace its digital service platforms.
Speaking on Joy News’ PM Express Business Edition, Mr. Biney explained that SSNIT has made substantial investments in automation and digital transformation, resulting in significant improvements in service delivery. However, he noted that the full benefits of these innovations can only be realised if customers actively utilise the available digital channels.
According to him, pension claim processing times have been drastically reduced through automation. He indicated that once all required documents are submitted and verified, pension applications can now be processed within an average of seven days.
He explained that although the process still involves investigations, document verification, file retrieval, and validation procedures, automation has streamlined operations and improved overall efficiency.
Mr. Biney credited the progress largely to SSNIT’s ongoing digital transformation agenda, which has reduced reliance on manual processes and enhanced the speed and accuracy of service delivery.
Despite these gains, he emphasised that technology investments alone are insufficient if users do not adopt the systems provided.
He observed that many organisations focus heavily on implementing new technologies but often pay less attention to ensuring customer acceptance and usage. As a result, the expected benefits of digital transformation may not be fully achieved.
To address this challenge, SSNIT has established a dedicated department tasked with driving digital engagement, gathering customer feedback, and continuously improving the user experience across its digital platforms.
According to Mr. Biney, the department’s primary responsibility is to encourage greater utilisation of SSNIT’s online services while ensuring that the platforms remain responsive, user-friendly, and accessible to customers.
He further disclosed that the organisation has adopted a strategy of making digital services the default mode of interaction, with physical service centres serving as a complementary option for customers who require in-person assistance.
The Director-General stressed the importance of aligning service delivery with the evolving lifestyles and preferences of customers in an increasingly digital world.
He noted that most people now rely heavily on their mobile phones and digital applications for everyday activities, and institutions must therefore design services that fit seamlessly into these habits to provide greater convenience and accessibility.
Mr. Biney maintained that increasing digital adoption remains central to SSNIT’s vision of delivering faster, more efficient, and customer-focused pension services. He expressed confidence that sustained public education and continuous platform improvements will encourage more Ghanaians to take advantage of the institution’s digital offerings.
Source: myjoyonline.com
