SSNIT'S Biggest Challenge Is Getting Ghanaians To Use Digital Platforms — Kwasi Afresh Biney

Director-General of the Social Security and National Insurance Trust (SSNIT), Kwasi Afresh Biney, has identified low user adoption of digital services as the institution’s biggest challenge, despite significant progress in technological upgrades.

Speaking on Joy News’ PM Express Business Edition on Thursday, Biney said SSNIT has invested heavily in automation to improve efficiency and speed up service delivery, particularly in pension processing. However, he noted that the success of these systems depends largely on whether customers are willing to use them.

According to him, pension applications that once required lengthy processing periods can now be completed within an average of seven days after all necessary documents have been submitted.

He explained that although certain verification and validation procedures must still be completed, automation has significantly reduced delays and streamlined operations.

Biney credited the improvement to SSNIT’s digital transformation efforts but stressed that technology investments alone are not enough to achieve the desired results.

He noted that organisations often focus on deploying technological solutions without paying equal attention to encouraging customer acceptance and usage. As a result, the full benefits of digital systems may never be realised if users are reluctant to embrace them.

To tackle this challenge, he revealed that SSNIT has established a dedicated unit responsible for promoting digital engagement, collecting customer feedback, and continuously enhancing the user experience across its online platforms.

He said the Trust has intentionally adopted a strategy that positions digital services as the primary channel for customer interactions, while physical service centres remain available to complement online services.

Biney added that SSNIT is working to educate the public on the convenience and efficiency offered by its digital platforms in order to increase usage and improve service delivery.

He further argued that institutions must design services around the realities of modern lifestyles, where mobile phones and digital communication tools play a central role in everyday activities.

According to him, aligning services with the way people naturally interact with technology will help make public services more accessible, convenient, and customer-focused.

He maintained that boosting digital adoption remains a key part of SSNIT’s broader strategy to provide faster, more efficient, and user-friendly pension services for Ghanaians.