Nasfund staff improved

THE National Superannuation Fund Ltd (Nasfund) has seen improved staff performance and approach since the streamlining its operational process for its National Capital District (NCD) branches, says member services manager Jimmy Ume.
Ume said Nasfund decided to split operational functions between its Boroko and Port Moresby (downtown) branches to speed up processes and achieve quick turnaround times.
He said the fund officially realigned its services on Sept 30 not just to be more efficient but to provide correct information for enquiring members and had since received good reports from both branches.
The changes saw the Boroko branch become a fully-fledged payment centre dealing with the lodgment of withdrawal application enquiries and the Port Moresby centre dealing with maintenance services.
Nasfund’s Boroko branch serves an average of 150 to 200 members per day where as its Port Moresby branch serves an average of 200 to 300 people per day which previously resulted in members complaining of delays.
“Within a week of implementing the changes, the outcome has seen an improvement with staff performance and approach,” Ume said.
“Daily reports from both branches have shown great progress by staff noting the team’s effort in recording for the first time no outstanding applications for NCD.
“The staff is more engaged, communicating clear directions from the counters to the back end of the operation divisions in clearing out daily files.
“This has been the result of up-skilling our officers at the counter to ensure all applications collected are clean meaning required documents are provided.
“The realigning of our back office team allows them to be present at the branches to ensure that all files received are cased and processed for the funds admin within a day and this is monitored by senior officers.”
Ume said this provided daily statistics to measure, monitor and provide real time feedback in maintaining the funds role in providing the highest standard of service delivery for members.
He also urged members to provide the required documents when visiting Nasfund branches which would ensure that their applications were processed within a day.
“Members who do not provide correct information or document will see their applications taking longer.”