The Director General of the National Social Security and Insurance Trust, Chernor Mamoud Jalloh, reiterated the Trust’s commitment to excellent service and prudent investment of contributors’ funds at the official opening of Customer Service Week on Monday, 5th October 2026, at the Youyi Building in Freetown.
Speaking to management, staff, stakeholders, and pensioners, Mr Jalloh said NASSIT is not just an institution; it is a national promise that must be fulfilled. He appealed to employees at all levels to regard that mandate as sacred, emphasising that it was both management’s and staff’s shared responsibility to not only maintain the Trust, but also enhance its performance and accountability. “We have not only to deliver on this promise, but we also have to deliver on this promise with excellence,” he said.
The Director General’s speech focused largely on the Trust’s continuing drive for automation. “Efforts will be made to digitise the entire pension administration process, and to that effect, a new Pension Administration System (PAS) will be put in place,” Mr Jalloh said. “PAS will remove delays, enhance transparency and significantly improve customer satisfaction by streamlining claims, payments and records management,” he said. The automation drive is part of wider efforts to modernise the operations of NASSIT and restore public confidence in the timely delivery of pensions.
Mr Jalloh also emphasised the Trust’s aim of extending social security to the unorganised sector, saying that inclusive social protection is critical. He has upgraded the Informal Sector Secretariat to a full Division to speed up this effort. He said the change would empower workers, provide specialised resources and speed up outreach and registration efforts to get workers “from the market to the farm” under the NASSIT Scheme.
During the event, the Director General paid rich tribute to the men and women who have served the Trust for over 20 years. He thanked those who have kept NASSIT afloat in difficult times and urged staff to support the new management team as it works to reposition the organisation.
Madam Jenneh Jabati, Chairperson of the Board of Trustees, echoed the Director General’s promises of efficient service and wise investment. She assured the Board of her full support as the new management team implements reforms and undertakes the fundamental mission of NASSIT.
The head of customer service described the event’s goal, saying the department is the Trust’s face and voice. She also announced the theme for this year’s global Customer Service Week, “The Extra Mile”, which highlights NASSIT’s commitment to going the extra mile to exceed the expectations of stakeholders and improve the experience of members.
Madam Mafullay Bangura represented beneficiaries and pensioners. She contrasted today’s prompt monthly payments with delays under the previous administration and praised the Trust for improving pensioners’ lives. “NASSIT is our source of living and our hope as retired people. There are no delays in the payment of our pensions now at the end of the month as it was in the past. “We are thankful,” Madam Bangura said.
Madam Lucy Harding proposed the vote of thanks. She thanked the Director General, Board Chairperson, pensioners, and employees for organising the event successfully. Meanwhile, as the Trust rolls out its upgrades, Customer Service Week activities continue with a mobile service centre set up at the Youyi Building to help members and provide on-the-spot support.
