By Alfred Dogbey
The Social Security and National Insurance Trust (SSNIT), has launched a state of the art Contact Centre in Accra yesterday at the Pension House, by the company’s Executive Director, Mr. Ernest Thompson.
The Contact Centre, which is part of the Operational Business Suite (OBS) project embarked upon by the company, “will be the interface between SSNIT and its cherished customers”.
According to Mr. John Hagan Mensah, the OBS Project Manager, “the Contact Centre provides alternative channel for the members of the scheme, including employers and the public to make enquiries, lodge complains, compliments and provide feedbacks”.
He told the media that, “the objective is to provide superior customer service to the various stakeholders”, explaining that “the contact centre is an integral component of the SSNIT OBS project and it is the outfit that owns and manages the members (customers) cases (requests) from lodgment to resolution”.
The facility, which is headed by Madam Gertrude Anyinsah, is structured with twenty-five agents and three supervisors, who would be operating from 8:00 o’clock in the morning to 6:30 in the evening.
Madam Anyinsah said, “The main language is English, however, the agents assist members to communicate in other local languages”.
SSNIT said, the facility would benefit its customers in a manner that would be “effective in tracking their issues, coordination in relaying
information to the customers, Use the feedback to enhance our operational processes and procedures and improved customer relation and
service delivery” among other benefits.
The OBS Project Manager said, “After series of discussions and brainstorming SSNIT Management decided to embark on a technology driven project to address the operational challenges leading to organizational transformation. The Institution therefore embark on the Operational Business Suite Project as part of the transformational agenda”.
The OBS project is a tool to manage the core operational activities including the registration of a member, payment of contribution, compliance enforcement, benefits administration and relationship channel management.
The main objective of the OBS is for SSNIT to achieve enterprise transformation, operational excellence and for the stakeholders to experience”
Key Features of the OBS Project
Mr. Hagan Mensah explained that, “The implementation of the OBS project will impact on the operations of SSNIT with the Biometric verification at all SSNIT sites to replace the current manual fingerprint verification available only at the Records Department, the use of centralized database across all SSNIT offices” among others being the noticeable key features.
Key Features of the OBS Solution
“Submission of Contribution Report via SSNIT portal and Payment at the Bank as against the current practice where the submission and payment is at the branch, Implementation of Business intelligence solution to aid decision making and Provision of contact centre to provide superior customer service”.
The rest are, “availability of multiple access channels such as the SSNIT portal, information kiosk, face-face contact at the branch office for transaction processing and access to information, Implementation of form processing to reduce manual data capturing and errors, and Implementation of workflow solution and business activity” and others.