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TOPIC: THE IMPACT OF NEW INFORMATION

COMMUNICATION TECHNOLOGY IN THE

PERFORMANCE OF SOCIAL SECURITY

ORGANIZATION

Presented by:

CATHERINE N. UGBE

General Manager, ICT Dept, NSITF, Abuja, Nigeria

(HND, Ind.Elect, PGD Comp.Sci, PMP, OCP, RHCE, CCNA, Lead Auditor BSI)

Member CPN, OTN, PMI, IWWHS’s USA

Copyright reserved

OUTLINE

INTRODUCTION

DEPLOYMENT OF ICT IN THE IMPLEMENTATION OF SOCIAL SECURITY.

DEPLOYMENT OF ICT IN THE IMPLEMENTATION OF NSITF ECS/SOCIAL SECURITY SCHEME

– EXADATA DATABASE MACHINE

– DYNAMIC WEBSITE/PORTAL

– MESSAGING AND COLLABORATION PLATFORM

– NSITF ENTERPRISE NETWORK

– SECURITY ACCESS CONTROL/BIOMETRICS

– ICT POLICY FRAMEWORK ACROSS THE FUND

– CLEAN POWER

IMPACT OF NEW ICT ON SOCIAL SECURITY (NSITF) PERFORMANCE

NSITF HAS MADE GREAT STRIDES

FUTURE NSITF ICT DEPLOYMENTS

CONCLUSION/RECOMMENDATION

REFERENCES

OPENING REMARKS

“The focus of this Technical paper is to espouse the interactiveRelationship between Technology, Administration and Policy in SocialSecurity.

It will also address how they have been shaped (What InformedManagements Mandate) and adopted (Choice of the mix of peopleprocess technology initiatives).

Finally the different impacts they have had on various functional areasof NSITF’s Operations, Staff and Organizational Structure”

INTRODUCTION

The impact of the electronic age has continued to swiftly evolve inrecent years. Both public and private sectors and individuals are almostdependent on the use and advantages of technology as a corefragment for effective and efficient day to day operations ormanagement of their activities thereby making informationCommunication Technology (ICT) a hub for any successful enterprise.

What then is ICT?

According to the United Nations Educational Scientific and Cultural Organization (UNESCO), ICT entails “all forms of technology used to create, store,

transmit, share and exchange information using means such as telephone, satellites, computers and internet and also equipment and services associated with these technologies such as video conferencing, online banking, electronic commerce which enables social and economic interactions in the society.”

INTRODUCTION Cont’d

Therefore, ICT is simply is a process of transmitting informationbetween persons, organisations or nations through integrated networkof systems.

Advanced ICT-based tools that find innovative applications in SocialSecurity includes among others:

Mobile Computing for personal digital devices

Satellite Communications such as Global Positioning Systems

Biometrics

Radio Frequency Identification Tags

Electronic payment systems

Mobile Phones and web-based technologies

Modern Call Centres –Automated Call Distributors (ACD) andadvanced interactive voice response (IVR).

INTRODUCTION Cont’dA review of some selected studies

The United States of America (USA) has a well-developed ICTsector. She is a leading exporter of ICT goods and services in theworld today contributing over 122 billion USD to the US GDPbetween 2011 and 2013.

In India, ICT accounts for 5.8 percent of its GDP with annualearnings of USD 60 billion in 2011. making it the Fastest growingICT market in the world today.

Kenya has the highest bandwidth per Internet user in Africa andranks 116 in the world’s ICT Development Index (IDI). ICTcontribution to Kenya’s GDP rose from 2.2 per cent in 2012 to 2.6in June 2013.

In Uganda, the ICT sector contributed USD 140 million or 7 percent to her GDP in 2013, up from 3.4 per cent of 2012.

In Nigeria, in the recent rebasing of her GDP, ICT contributes 9.25per cent of national GDP next to 13.6 per cent oil and gas.

DEPLOYMENT OF ICT IN THE IMPLEMENTATION OF SOCIAL SECURITY GENERALLY

“A life protection scheme which a society provides for its members through aseries of public measures against the economic and social distress thatotherwise will be caused by the stopping or substantial reduction in earning,resulting from sickness, unemployment injuries, unemployment, invalidity, oldage and death as well as the provision of medical care and subsidies for familiesand children”.

-International Labour Organisation (ILO, 2000:29)

The International Social Security Association (ISSA) underscored this fact in theirGuidelines on Information Communication Technology (ICT). ISSA posited that thesuccessful implementation of ICT in Social Security programmes involves threemain technologies:

i. Interoperability,

ii. Mobile technologies,

iii. Data Security and Privacy

ISSA Guidelines

The tools to be deployed should be carefully selected after a thorough evaluation of its strength and appropriateness is carried out.

DEPLOYMENT OF ICT IN THE IMPLEMENTATION OF SOCIAL SECURITY GENERALLY Cont’d

Countries such as U.S.A, UK, The Netherlands and South Africaencountered problems in their initial deployment of ICT solutions in theimplementation social security due to one or combination of thefollowing problems:

Inappropriate planning/evaluation of ICT tools to be deployed.

Integration of ICT Systems.

Badly or poorly estimated cost, resulting in cost overrun and

Inappropriate selection/deployment of ICT tools/solutions

The complexity of certain ICT systems.

Sharing and re-utilisation of data between public sector organisationsmight be seen as an overwhelming task (different data types/format)

Shortage of ICT skilled manpower/inadequate training, Lack ofpartnership and collaboration, Lack of information security andprivacy.


Implementation challenges have sometimes resulted in financial losses:

• UK: United Kingdom’s National Health Service was eventually

abandoned in 2011 after over GBP 10 billion had been spent.

• USA: Cost overrun of about 500 million USD through the ICT

System Modernisation Plan (SMP).

• The Nigeria Social Insurance Trust Fund consist of two tiers – SocialSecurity Scheme and Employee Compensation Scheme (ECS).

• Prior to 2013, the Fund’s ICT principally comprised employersdatabase, anti-virus solution and a radio link internet connection.These equipment could not provide the necessary services required ofan organisation providing social security services, they were out-modelled, and obsolete.


Other challenges which NSITF experienced were:

Absence or Ineffective application of project management principles.

Absence of synergy among the partners and stakeholders.

Absence of well-defined objectives, lack of proper direction on training andIntegration of staff from different backgrounds.

Poorly defined and badly estimated ICT tools and costing.

The software deployed addressed a different contingency of social security,hence unfit for use in ECS.

Emphasis on contribution collection to meet targets without correspondingemphasis on collection of schedule of contribution.

The use of multiple vendors and products resulting in operational complexity and cost ineffectiveness.

Absence of Security/Biometrics, Business Intelligence solutions andInformation Technology Facilities/infrastructure Library (ITIL) and poor data integrity.

DEPLOYMENT OF ICT IN THE IMPLEMENTATION OF NSITF ECS/SOCIAL SECURITY SCHEME

Drawing lessons from the pitfalls of these countries, it was only logicalthat guidelines for the deployment of ICT tools be set in futuredeployments:

i. The organisation’s senior management must, on continuous basis,show strong leadership commitment.

ii. Deployment of ICT is an integral part of a strategic organisational planinvolving different partners and experts.

iii. Human Capacity Building and Development

ix. A holistic approach to develop a more robust solution that is tailoredto drive the NSITF operations.

x. The deployment of ICT must be based on modern technology, complywith best practices and in accordance with the mandate of NSITF.

xi. The need to use a simple, cost-effective solution - hardware andsoftware are engineered to work together.

DEPLOYMENT OF ICT IN THE IMPLEMENTATION OF NSITF ECS/SOCIAL SECURITY SCHEME Cont’d

ii. Engagement of a PM with vast experience to oversee to the ICTcomputerisation project on daily basis.

iii. Deployment of ICT tools in implementing social security is a majorproject requiring the application of project management principles.

iv. Tools for deployment must be clearly defined and costs, properlyestimated .

v. The users involvement and their input should direct the type of ICTsolutions to be deployed.

After setting out the core considerations, the Fund approved:

• Development of an Organogram to define the flow of authority andjob description/duties of each departmental staff.

• Engagement of Oracle Corporation to carry out a DiscoveryAssessment exercise into the business operations of the NSITF andproffer solutions.


The exercise discovered challenges of:

• Consolidating Financial Revenue information within the Fund,

• Poor accounting records at the branch offices,

• Manual means of business

• Non-compliance by employers to register require improved logistics

• Static web portal, unable to deliver services effectively

• Lack of Funds Management Interface with finance, estate, among others.


Based on the findings, the Fund has deployed the following appropriateICT tools:

1. Oracle Social Services System (OSSS): Full Oracle red stack for extreme performance with all its hardware and software stack to perform: contributors registration, contributors payment, customer listening, follow up of legal cases (Siebel CRM), Human resources policies (HCM), benefits and claims management, financials and treasury services (e-business suite).

2. Dynamic Website/Portal: for NSITF’s customer engagement acrossWeb and mobile making all services available online and real time.

3. Messaging and Collaboration Platform: on nsitf.gov.ng domainproviding web-based email accounts for e-mail notifications, receivingof bank statements and provision of 24/7 support services.

http://www.nsitf.gov.ng


4. NSITF Enterprise Network: connecting regional and branch offices tothe head office, Abuja for contributors’ registration, notification,complaints, claims and verification.

5. Security Access Control/Biometrics: for Security and control ofmovement of persons into the Head Office, using finger imaging andproximity card, MORPHOTOUCH™.

6. ICT Policy Framework Across The Fund: (ISO 27001:2013 informationsecurity management system (ISMS)) to improve the exchange ofinformation and trust between its contributors, stakeholders,national and international partners in relation to contributorspayments, Accounting and Finance.

7. Clean Power: To ensure uninterrupted power supply and enhanceperformance of ICT tools for the provision of 24/7 services to thecustomers.

IMPACT OF NEW ICT ON SOCIAL SECURITY (NSITF) PERFORMANCE

An enterprise wide change that is impacting the following operations areas:

Processes

Registration of Employers, Notification of claims on the web portal

Fund wide Communications on Google Apps

Standard Operating Procedures as an operational tool

Roles

Expanded roles in Head Office – Sustenance of Learning Curve of

Project Team important

Structured roles in Regional and Branch offices

Segregation of duties to ensure transparency and accountability

Technology

Improved data center capabilities (Storage, Management,

Processing Power, Safety, power, Monitoring)

Operational Level Agreements with Vendors/Service Providers to mitigate loss of Business Hours

Robust IP network, Proactive and efficient ICT services – Scalability Convenience, Speed and cost effectiveness

IMPACT OF NEW ICT ON SOCIAL SECURITY (NSITF) PERFORMANCE Cont’d

Collaboration and Automated Operations - Policy

Messaging and Collaboration/ Webportal

Key Processes tied to nsitf.gov.ng

Use suite of Google Apps for Fund-wide Collaboration

All communications to internal and external stakeholders @nsitf.gov.ng

Enterprise Resource Planning

EBS Suite – Manage Financial and Treasury Operations

Siebel – Manage and Analyze Contributor Data

OPA & BI – Automate Org Policy’s and Provide Business Intelligence

ISO 27001 Information Security

Confidentiality – Only authorized persons have access to NSITF

information assets

Integrity – Ensures NSITF’s information assests are accurate and complete

Availability – Ensure that NSITF’s Digital and Paper Assests are available on request by authorized persons

NSITF HAS MADE GREAT STRIDES

The Fund is the first organisation in the world to earn the BritishStandards Institute (BSI) ISO 27001: 2013 certification.

NSITF became the first public organisation to deploy full Oracle Redstack for Social Security administration in Africa.

NSITF is the first Nigerian public sector organization to producethree (3) year audited statements of accounts conforming to theInternational Financial Reporting Standards (IFRS).

NSITF is the first public organisation to implement Google Apps(messaging and collaboration) and, Redundancy for official email onGoogle to work side by side with Galaxy Backbone for enhancedbusiness continuity.

Oracle Corporation, U.S.A has chosen NSITF’s deployment as aflagship project in Public sector in Africa and, has commenced theprocess of making a case study of the NSITF deployment.

NSITF HAS MADE GREAT STRIDES CONT’D

Many of the “Who’s Who” in Oracle Corporation, USA, Middle East,Europe and Africa have visited NSITF and are passionately involved insupporting the project.

NSITF shared experience with the Netherlands National Scheme:Sociale Verzekerings Bank (SVB), UWV (Employee Insurance Agency)of Netherland and Oracle Corporation.

The Fund’s Network features three layers functional hierarchy (edgeor access, distribution, and core), acting as security filters restrictingnetwork communication against unauthorised devices.

NSITF has Installed and Implemented a Unified Threat Management(UTM) systems (Anti virus, Spam, malware) etc.

NSITF has conducted Technical Certification Training for over Twohundred and fifty (250) staff on (ISO 27001: 2013, CISCO, ITIL) etc.


NSITF has deployed top of the line, cutting edge workplace computingProductivity tools, including Macbooks, Lenovo Desktops and Laptops,Think Vision Monitors, e.t.c..

NSITF Aggregate Processor Speed and Aggregate Storage CapabilitiesFund wide are in zettahertz and zettabyte respectively.

NSITF has established an Enterprise Project Management Office (PMO)with experienced project managers to oversee the project/programs ondaily basis.

Designed, developed and deployed performance monitoring matrix (forstatus report), used in monitoring contractor’s performance on all ICTprojects.

NSITF has developed an IT policy manual based on (ITIL V.3) to act asguidelines in the proper use of all ICT deliverables in the FundNationwide.


“Best Innovation Organisation in the Public Sector” Award byOracle.

”Most Outstanding Public Institution in Nigeria.” a Service DeliveryAward by CENTRE FOR TRANSPARENCY ADVOCACY.

0 10 20 30 40 50 60 70 80 90 100

Oracle Policy Automation

Business Intelligence

E- Business Suite For Finance and Accounts

E- Business Suite For Treasury

Siebel

Utilization (%)

Configured / Installed (%)

EMPIRICAL REPRESENTATION

Change Drivers

Change Champions

Change Sponsors

Board and Management

ISF

Business users

Department Champs

Regional Heads

Branch Heads

FUTURE NSITF ICT DEPLOYMENTS

• Establishing a robust ICT Infrastructure in all the NSITF offices.

• Expanding Oracle Social Services System to include HR, Payroll, HSE,Corporate Affairs, and Content Management.

• Upgrading Oracle Exadata Database machine to a full rack.

• Build a Tier III Data Centre, Disaster and Recovery site withredundant power and cooling systems, able to sustain 72-hourpower outage and allows for concurrent maintenance.

• Integrating an Automated Payment System (APS) into the website/portal.

• Providing and installing Twelve (12), 250 KVA caterpillar generators for all the Regional Offices and Head Office.

The sustained performance of social security organizations requires:

• Investment in ICT is capital intensive, but inevitable.

• Political will, continuous commitment from Management.

• That Organization should include/adopt project management approach in the deployment of ICT solutions for successful implementation of social security scheme.

• The tools to be deployed must first, be carefully selected to determine their appropriateness for the social security solution being implemented.

• Heads of ICT of Social Security Organizations to continue to exchange ideas and share information on ICT tools as relates to social security.

Therefore, it is imperative for NSITF to sustain this momentum of many first and continue in its drive to be the leading Social Security Institution in Africa.

CONCLUSION/RECOMMENDATIONS

THANK YOU FOR YOUR ATTENTION

Copyright reserved

REFERENCES

• UNESCO Workshop on Using ICT to Develop Literacy, Bangkok,

Thailand (2007).

• Federal Ministry of Communication Technology, Report on Nigeria:

Leveraging ICT for National Development, Creating a Digital Economy,

Feb 2013.

• Various ISSA conference reports/literatures on social security websites and

ICT literatures in wikipedia and other internet links.

• AA Williams, ICT Development for Poverty Reduction, US Journal on

ICT Development, No.3, Vol4, 2011.

• UNDP Report 2011, ‘ICT Sector Statistics in India – Current Status’

http://unstats.un.org/unsd/economicstat/ICTKorea/Documents/Godavarkar.

India.pdf, accessed 21st May 2015.

• International Telecommunication Union, Annual Report, 2013.

• Kenya Information and Communication Technology Board Progress

Report, 2007 – 2013.

http://unstats.un.org/unsd/economicstat/ICTKorea/Documents/Godavarkar.India.pdf

REFERENCES

• P Bhasin, ‘The World Wants to Follow ICT-Driven Indian Economy,’

Business Standard,

http://www.africajournal.com/eond/ictuganda234.html,accessed 28th May

2015.

• Ibid

• Federal Ministry of Communication Technology, Report on Nigeria:

Leveraging ICT for National Development, Creating a Digital Economy,

Feb 2013.

• “The Americas: Improving coverage through the innovative transformation

of social security”. ISSA Report on D e v e l o p m e n t s a n d t r e n d s,

2012.

Website:http://issa.int/layout/set/print/layout/set/print/Resources/ISSAPubli

cations/The-Americas-Improving-coverage-through-the-innovative-

transformation-of-social-security.

• ISSA Guidelines on Information and Communication Technology:Key

Technologies, pp.44-65.www.issa.int, accesssed 23rd June 2015.

http://www.africajournal.com/eond/ictuganda234.html,accessed

REFERENCES

• Social security website of the following countries-

• United States of America

• United Kingdom

• Netherlands (Dutch)

• South Africa Shaikh, 2005;http://event.stockholmchallenge.se; Chinese

Academy of Labor and Social Security ,2004; ISSA, 2005; ISSA,

2007;GTZ, 2009; Helmut, et al., 2005; Knut, 2002; Wichian, 2005;

(http://www.ssa.gov/history/pdf/ota86.pdf), accessed 24th June 2015.

• C.H. Carter, The person first: Re-engineering human services to enhance

the human condition (Conference paper, ISSA International Conference on

Information Communication Technology in Social Security, Seville, 3-5

June 2009). Geneva, International Social Security Association, ILO;UNDP.

Successful social protection experiences(Sharing innovative experiences,

No. 18). Geneva, International Labour Organisation; New York, NY, 2011.

• Centre for Promoting Ideas, USA: www.ijhssnet.com, accessed 23rd June

2015.

http://www.ssa.gov/history/pdf/ota86.pdf

http://www.ijhssnet.com/

REFERENCES

• C Tougaard, Oracle and Social Security: Innovating for the future. An

Oracle white paper. Retrieved from https://www.issa.int/);

http://www.government.nl, accessed on 15th June 2015.

• C.H. Carter, The person first: Re-engineering human services to enhance

the human condition (Conference paper, ISSA International Conference on

Information Communication Technology in Social Security, Seville, 3-5

June 2009). Geneva, International Social Security Association.

• (http://www.ssa.gov/history/pdf/ota86.pdf), accessed 24th June 2015

https://www.issa.int/

http://www.ssa.gov/history/pdf/ota86.pdf