Africa-Press – Eswatini. The Eswatini National Provident Fund (ENPF) is taking a bold step towards a more digital future, placing technology at the heart of its operations and transforming the way services are delivered to employers and members.
The Acting CEO Futhi Tembe said this shift marked a significant milestone in the Fund’s on-going commitment to efficiency, transparency, and convenience.
This was during the fund’s kick off meeting at Royal Villas on Friday.
When speaking to this publication, Tembe revealed that employers would no longer need to physically visit ENPF service centres to register or claim benefits. She stated that the ENPF’s commitment to digitalisation went beyond the initial launch of online services.
“The Fund is continuously exploring new technologies and innovations to further enhance its services and provide an even more user-friendly experience,” she said.
Tembe highlighted the on-going commitment to digital transformation would ensure that ENPF remained at the forefront of social security administration, delivering value to its stakeholders and contributing to the nation’s economic growth and prosperity.
“The entire process, from registration to submitting documents and claims, will now be available seamlessly online,” she said.
The acting CEO cited that this digital transformation eliminated the need for time-consuming visits and paperwork, saving employers valuable time and resources.
“ENPF’s online portal will serve as a one-stop shop for all employer needs.
Employers can easily access and manage their accounts, submit contributions, track employee contributions, and download compliance certificates – all from the comfort of their own offices,” said Tembe.
She highlighted that, this increased accessibility, would not only streamline operations but also empower employers to stay informed and compliant with ENPF regulations. While still on embracing digitalisation, Eswatini Revenue Services Commissioner General, Brightwell Nkambule inspired ENPF staff. Leveraging his background in IT, Nkambule offered a fresh perspective on digitalisation.
He dispelled common myths surrounding technology’s impact on customer experience, urging ENPF staff to embrace continuous reinvention and personal development to thrive in the digital age.
Nkambule challenged the notion that digitalisation replaces human interaction. “People should do what technology cannot do because the technology cannot do everything,” he stated. He emphasised the need for a complementary approach where humans leverage technology’s efficiency while adding empathy, emotional intelligence, and creativity.
Nkambule pointed out, increasingly demand self-service options highlighting that digitalisation had empowered such independence, providing convenient and accessible solutions on their terms.
He further highlighted that this shift emphasises the importance of user-friendly interfaces and intuitive online platforms, areas where the ENPF could strive for continuous improvement.
To deepen the understanding of digitalisation’s journey, Nkambule engaged the ENPF staff in an interactive exercise, explaining the three key phases of digitalisation:
He stated that the first phase was analog, where everything needed human participation at all levels, indicating that the second phase was optimising and automating digital processes, improving efficiency and productivity and that the third phase was the transformation.
“Fundamentally redesigning operations and creating new value through technology, often disrupts traditional industries,” said Nkambule.
Following the explanation, Nkambule asked the ENPF staff to assess the fund’s current digitalisation phase. The results were encouraging as 10 per cent perceived the fund in phase one, 79 per cent in phase two, and 11 per cent in phase three.
“Most companies in the country are at Phase two,” Nkambule remarked, “It tells me that you are very optimistic and that there’s readiness for the future.”
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