The National Social Security and Insurance Trust (NASSIT) has reaffirmed its commitment to improving service delivery, protecting contributors’ funds and ensuring prudent investment as the institution moves to strengthen confidence among workers, pensioners and other beneficiaries.
The assurance was given by the Director General of NASSIT, Chernor Mamoud Jalloh, during the official launch of Customer Service Week held on Monday, 5th October 2026, at the Youyi Building in Freetown.
Addressing management, staff, stakeholders and pensioners, Mr Jalloh described NASSIT’s mandate as a sacred national responsibility, stressing that the institution represents more than an organisation but a promise to Sierra Leoneans who depend on the social security system for their future wellbeing.
He said the responsibility of management and staff is therefore to ensure that the promise is not only maintained but delivered with professionalism, efficiency and excellence.
According to the Director General, NASSIT is currently undergoing significant transformation in its service delivery systems, particularly through the introduction of technology and automation.
He disclosed that the Trust is deploying a new Pension Administration System (PAS), which is expected to digitalise the pension administration process, reduce delays, improve transparency and ultimately enhance customer satisfaction.
Mr Jalloh said the digital transformation forms part of broader efforts to make NASSIT services more accessible, efficient and responsive to the needs of its members.
He also highlighted the need to expand social security coverage to workers within the informal sector, noting that a truly effective social protection system must be inclusive and accessible to all categories of workers.
To accelerate this process, the Director General disclosed that the Informal Sector Secretariat has been transformed into a full Division within NASSIT, with increased responsibility and capacity to drive the expansion of social security coverage.
He stressed that the objective is to ensure that workers across the country, including those operating in markets, farms and other informal economic activities, are brought under the protection of the NASSIT Scheme.
Mr Jalloh further acknowledged the contributions of men and women who have served the Trust for more than two decades, thanking them for their dedication and service.
He called on staff to support the new management team as it works to reposition NASSIT and strengthen the institution’s ability to fulfil its statutory mandate.
The Chairperson of the NASSIT Board of Trustees, Madam Jenneh Jabati, also assured Sierra Leoneans of the Board’s commitment to effective service delivery and prudent investment of contributors’ funds.
Madam Jabati pledged the Board’s full support to the new management team, emphasising the importance of collective efforts in ensuring that NASSIT continues to deliver on its core responsibilities.
The Head of Customer Service, in outlining the significance of the Customer Service Week celebration, described the Customer Service Department as the face and voice of NASSIT.
She noted that the department plays a critical role in shaping the experience of members and ensuring that their concerns are addressed effectively.
She also unveiled the global theme for this year’s Customer Service Week, “The Extra Mile,” which reflects NASSIT’s commitment to going beyond expectations in serving its members.
For pensioners, the event provided an opportunity to reflect on the impact of NASSIT on their lives and livelihoods.
Speaking on behalf of pensioners, Madam Mafullay Bangura expressed appreciation for the support provided by the Trust while recalling difficulties and delays experienced under the previous pension administration system.
She commended NASSIT for the improvements made in pension payments, particularly the prompt payment of pensions at the end of each month.
“As pensioners, NASSIT is our hope and our livelihood. We used to experience delays, but now our pensions are paid promptly at the end of the month. We are grateful,” Madam Bangura stated.
The programme concluded with a vote of thanks delivered by Madam Lucy Harding, who expressed appreciation to the Director General, Board Chairperson, pensioners, staff and other stakeholders for contributing to the successful launch.
As Customer Service Week continues, NASSIT has established a mobile service centre at the Youyi Building to provide services and respond to the needs of its members.
The initiative forms part of the Trust’s broader efforts to bring its services closer to contributors and pensioners while reinforcing its commitment to customer satisfaction, transparency and efficient service delivery.