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ICT and Administrative Efficiency…. A Case for NSSA Zimbabwe. Presented in Seychelles by Sibangani Gwenelo Manager ICTS . NSSA Strategic Planning Process. Environmental Scan. Objective setting. Post Implementation Review. Training and Implementation . Performance management.

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Ict and administrative efficiency a case for nssa zimbabwe l.jpg

ICT and Administrative Efficiency…. A Case for NSSA Zimbabwe

Presented in Seychelles by

Sibangani Gwenelo

Manager ICTS


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NSSA Strategic Planning Process Zimbabwe

Environmental Scan

Objective setting

Post Implementation Review

Training and Implementation

Performance management


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The NSSA Project Management Cycle Zimbabwe

  • Corporate Strategic Planning process done for the long,medium and short term

  • Follows a clear methodology (Project Life Cycle) to determine the implementation process

  • Strategic plans identify what needs to be done,by who and when inorder to achieve the corporate goals

  • Plans are translated then into measurable goals used used to measure performance

  • Pre-planned reviews then trigger corrective action


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NSSA Benefit Administration.. A case for improving efficiency

Issues:-

  • Previous system was failing to cope with increased volumes (huge backlogs)

  • Client records were manual,incomplete and inaccurate

  • Beneficiaries travelling long distances to make claims

  • Claim payment process taking too long

  • Increasing number of frauds

  • Bad corporate image (numerous complaints)


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NSSA’S strategy to improve Benefits Administration efficiency

  • Assessed existing benefits delivery system

  • Identified gaps with the desired system

  • Consulted widely all stakeholders

  • Looked at options available

  • Selected the most appropriate option which assured quick wins and delivered best value

  • Sold the idea (ICT) to all interested parties

  • Implemented the solution with minimum disruption to existing business operations


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Components of the proposed ICT based solution efficiency

  • Word processors and e-mail resulted in more efficient communications

  • Electronic Databases stored large data volumes and enabled efficient retrieval of client data and images at a fraction of the cost of manual systems.

  • Spreadsheets improved management reporting

  • Programatical computation and logical checking of benefit data reduced error rates to negligible levels

  • Reduction of fraud ( especially cheque fraud which was nearly eliminated)


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Major changes faced by NSSA when introducing ICT efficiency

  • Structure changes- ICT head elevated to executive management

  • New ID numbers for beneficiaries required

  • Needed to re- align processes and procedures

  • Scheme administration rationalised

  • Decentralisation of processes became imperative

  • Multi-skilled benefit clerks required

  • Higher investment in ICT infrastructure required


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Impact on NSSA business efficiency

  • Decentralisation of benefit processing which reduced turn around to within minutes for short term claims and only up to 30 days for all other benefits

  • Multi skilled benefit clerks who could process benefits for different schemes

  • Reduced queues at regions and head office

  • Drastically reduced stationery and postage costs

  • Reduced costs of encashing client benefits


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.. Impact on NSSA business contd efficiency

  • Automated reconcilliation of payments

  • Enabled timeous payments of benefits

  • Enabled all users to have the same view of data and report more consistently

  • Timeous resolution of client queries

  • Enabled the redeployment of excess staff to other functions in the the organisation


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Impact on NSSA business..contd efficiency

  • Decentralised operations

  • ICT became more visible and was also decentralised to support business operations

  • More technical ICT staff required to support ICT operations

  • Benefit administration of schemes merged

  • Rationalisation of benefit legislation

  • Better quality management information

  • Improved compliance rates and cash flow

  • Timeous production of management reports


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Impact on NSSA business..contd efficiency

  • Tighter management control of organisational resources (assets,staff etc)

  • Reduced occupational accidents

  • Improved staff performance

  • Reduced overhead ratios

  • Improved public image of the organisation (the best run parastatal in the country)


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Constraints when adopting new ICT applications efficiency

  • Funding (especially hard currency)

  • Availability of technical skills to implement and maintain applications

  • Resistance to change from existing systems

  • Perceived risk of using new technology


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Likely future direction of ICT at NSSA efficiency

Currently running projects to 2010 intended to support new business

  • ICT to transform from data processing to strategic management information services at end of project

  • Integration of voice,data,video and image- use of more value added products(VOIP,video conference etc)

  • Merger with telecommunications imperative ( more WiFi based products)

  • Large integrated databases and call centres servicing global requirements


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Likely future direction of ICT at NSSA.. contd efficiency

  • Applications to be web based (e- business, e-govt, e-banking etc ) addressing global business

  • Enterprise wide applications to be adopted

  • Products and services to adhere to more common standards

  • Security to be a major area of focus

  • ICT will continue to spearhead efficient service provision,will become cheaper, simpler, more user friendly and a productivity tool to both staff and clients

  • There will be less reliance on internal technical staff and size of ICT department will shrink.



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Conclusion efficiency

  • ICT improved the entire Social Security Administration ie Records,Collections and benefit payment

  • Qualitative benefits tended to be more visible to external stakeholders than internal users

  • Quantitative benefits could be identifiable and measurable in dollar terms and these were used by management as justification for further computerisation projects

  • ICT division has become a focal point in corporate planning and clearly delivers service improvements


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