2026-04-23
The International Social Security Association (ISSA), Customer-Centric digital transformation-A Service delivery focus workshop is currently underway in Victoria Falls, Zimbabwe, from 22-24 April 2026. The workshop is organized by the ISSA Southern Africa Liaison Office and hosted by the National Social Security Authority of Zimbabwe (NSSA).
This workshop has brought together institutions across the Southern African region to exchange experiences and co-develop solutions that enhance digital transformation efforts, modernize operations, and ensure customers remain at the centre of the institution’s digital journey.
The objective of the workshop is to make sure that participants tap into the expertise of ISSA and its member organizations to build institutional capacity for a rapidly evolving digital environment.
ISSA Workshops provide members with practical, collaborative problem-solving opportunities focused on the digital and operational challenges facing social security administrations. Centered on a specific transformation challenge.
The National Health Insurance Management Authority (NHIMA) is one of the Institutions in attendance and had an opportunity to share insights into its digital transformation journey. The Authority is represented by the Head of Public Relations Mr. King Syacika, ICT- Manager Mr. Jonathan Phiri and the Senior Officer- Quality Assurance & Accreditation Mr. Stephen Phiri.
Delivering NHIMA’s presentation, ICT- Manager Mr. Phiri, highlighted the Authority’s key milestones, innovations, and successes achieved and demonstrated the Authority’s commitment to leveraging technology to enhance service delivery and improve member experience.
Mr. Phiri highlighted the Authority’s Digital Transformation Status in line with ISSA’s Service Quality perspective among them digital by design approach, multi- channel service delivery, efficient claims management, identity and data integrity.
He further highlighted the Authority’s key Customer Centric challenges aligned to ISSA guidelines among them understanding member needs, participation and co- creation, change management and adoption.
He concluded the presentation by highlighting priority process and immediate ISSA aligned actions among them priority process overview, customer experience enhancement, data driven service monitoring, interoperability and change management.
