By Lucky Nkhwiza Gumboh
The Local Authorities Superannuation Fund is cognisant of the opportunities that Information Communication Technology (ICT) provides, particularly in enhancing our customer experience.
ICT is, therefore, continuously being repositioned as a key vehicle in helping the Fund achieve its strategic objectives.
There are various technology based initiatives the Fund has undertaken over the years to address multifaceted business challenges and improve service delivery.
The Fund deployed its first Enterprise Resource Planning (ERP) System in 2012 using Microsoft’s Dynamics Nav 2009. The application achieved a number of milestones all aimed at improving internal business processes, in tandem, customer satisfaction.
In August 2017, LASF upgraded its Information System to Dynamics Nav 2017. The upgrade serves as a foundation for an extended range of value addition services, such as online member statements download and bulk sms notification which are currently in the pre or post implementationproject stages.
The Fund partnered with some its partner banks to implement online payments in 2017. This initiative provides a whole host of benefits to our clients including improved speeds of cash transfer, increased convenience and secure transaction execution.
In early 2018, the Fund expects to roll out its bulk sms notification service. The service will enhance customer experience by sending sms based notifications to our clients once a cash transfer to their respective accounts has been effected. The service will then be extended to other key events in our business cycle such as notification on receipt of claims and notification upon completion of benefits computation.
In preparing grounds for electronic service channels (e-services), the Fund is expected to launch its newly rebuilt website, www.lasf.org.zm, in mid 2018. The website will serve as the main conduit through which objectives such as provision of online member and employer services will be achieved. This will enable our customers access to some of the Fund’s services irrespective of business hours or geographical location saving them time and money in the process.
ICT will continue to be a vital tool as LASF strives to achieve its vision as such it will be tradition for the Fund to innovate technology based solutions to enhance customer experience. For the innovations to deliver expected results, our clients, being key stakeholders, are encouraged to play their outlined role in operationalizing these initiatives. The provision of updated client information for example is key input for many of the new technology based innovation.