Celebrating 30 years of service

THE National Social Security Authority (NSSA) Pensions and Other Benefits Scheme (POBS) recently celebrated its 30th anniversary, marking three decades of dedicated service in safeguarding the financial well-being of Zimbabweans. 

This milestone reflects NSSA’s enduring commitment to providing essential social security services, particularly in times of old age, disability and loss.

A brief history

Established in 1994 under Statutory Instrument 393 of 1993, NSSA POBS was founded to meet the urgent need for a comprehensive social security framework in Zimbabwe. 

Its mission from the onset has been to protect vulnerable populations, offering a safety net against risks associated with ageing, disability and income loss. 

Focused on supporting the elderly, disabled and widowed, NSSA POBS continues to uphold its core mission: ensuring all formally working Zimbabweans have access to financial support that enhances their quality of life. 

This is enabled through financing of equal contributions from both the employer and employee throughout one’s working life.

Key achievements 

and milestones

In the past three decades, NSSA POBS has achieved numerous milestones, demonstrating its dedication to adapting and expanding services to meet Zimbabweans’ needs.

1. Expanded services

New benefits: NSSA has introduced a range of benefits to include retirement benefits,  survivor’s benefits for families of deceased contributors and children’s allowances for those under 23 years of age and pursuing tertiary education. 

Improved programmes: Regular reviews and enhancements of existing programmes ensure they remain relevant and responsive to beneficiaries’ needs.

Increased accessibility: Simplifying the benefits application process has made it easier for citizens to access essential support as claim forms are available on the NSSA website and at any NSSA offices dotted around the country. To ease access to their payouts, in addition to the banks, pensioners can opt for mobile money.

2.Technological advancements

Contact centre: The NSSA Contact Centre offers a one-stop solution for all benefits and stakeholder queries. The centre integrates multiple platforms, ensuring swift assistance and reduced waiting times for pensioners.

3. Community engagement

Outreach programmes: NSSA POBS conducts regular outreach programmes to educate citizens about their rights and entitlements under the social security framework.

Workshops and seminars: Interactive events allow beneficiaries to ask questions and receive guidance on navigating social security.

4. Collaboration with partners

Partnerships with Government agencies such as the Registrar-General’s Department, non-governmental organisations (NGOs) and international organisations have enabled NSSA POBS to enhance service delivery, gain access to best practices and promote social justice, leading to efficient turnaround times.

Challenges and future outlook

Despite its successes, NSSA POBS faces challenges, such as economic fluctuations and demographic shifts, including an ageing population. To ensure future resilience, NSSA POBS has identified key priorities:

1. Sustainability: Through strategic planning and resource management, NSSA is focused on maintaining the long-term viability of benefits.

2. Innovation: Exploring mobile applications and AI-driven customer service will further enhance efficiency and service quality.

3. Inclusivity: Efforts will continue to promote social inclusion, ensuring all citizens have equal access to social security.

4. Transparency and accountability: Regular reporting and stakeholder engagement are integral to building public trust.

In addition to monetary benefits, NSSA is exploring non-monetary support options, such as discounts on essential goods through partnerships with retail and pharmaceutical outlets. 

The introduction of a pensioner
loan facility also provides access to
business loans, encouraging financial independence.

Thank you all NSSA team members for your ongoing contributions to our journey. 

Here is to many more years of championing excellent customer experience and ensuring social security for all Zimbabweans!