This follows the realignment of operational processes at its Boroko and Port Moresby branches.
Both branches currently serve 60 percent of NASFUND’s total membership.
Member Services Manager, Jimmy Ume, says on September 30th, NASFUND realigned its operational processes creating the Boroko branch to become a fully-fledged payment centre, while the Port Moresby branch concentrates on member maintenance services.
The realignment is to ensure members are assisted efficiently and effectively with a systematic approach that can provide members clear directions on the type of services required.
“All staff of the operations division were consulted with the team collectively putting together processes to streamline workflows that can engage staff from the counter to the back end of the operations divisions,” stated Ume.
“Within a week of implementing the changes, the outcome has seen an improvement with staff performance and approach.
“Staff are more engaged, communicating clear directions from the counters to the back end of the operations division in clearing or daily files.”
Head of Human Capital, Vincent Lialu, said while innovations and technology were being used to improve NASFUND’s services, having the right talent was also equally vital.
He said under the company’s graduate development program, young talent is harnessed while also leaning on the experience of senior staff.
“Basically we can have innovation technology changes, but if you don’t have the right people with the right set of skills, working in the right environment underpinned by the right culture, things will not be able to work out the way that we want and members will not feel the value of services,” stressed Lialu.
Member Payment Services at the Boroko branch include:
- Lodgement of withdrawal applications and enquiries
- Unemployment Benefits
- Medical Benefits
- Housing Advance
- Payment Follow-ups
- Inter-Fund Transfers
Member Maintenance services at its Port Moresby centre, located Downtown, include:
- Member accounts
- Updating of member details
- Merging of multiple accounts
- Online services
- Balance statement
- Other Enquiries
The Member Services Manager however, is reminding all NASFUND members that the process will work once they provide all correct and updated information.
“If you have the required forms, our processes are systemised to process applications within a day. Members who do not provide correct information or documents will see their applications taking longer.”