NASFUND Text Balance Service Statistics

Technology Improving Business Processes, Leveraging Human Capital & Deliverying Greater Customer Value

The NASFUND Contributors Savings & Loans Society (NCSL) for the benefit of our 40,000 members and with forward thinking undertook a project in September of 2008 of developing a suitable system. That system added value to our internal business processes, reduced amount of labor involved and created greater value for members and in anticipation of future changes in the PNG savings and loans industry the system is scalable.

After two years of improvements in the system and refining our business processes, NCSL is well placed delivering greater member value through faster turnaround times, effective communication with members and employers and, enhancing our profound customer-focused relationship with our members.

NCSL decided to develop a system from scratch considering other systems off the shelves cost too much for undesired features and functionalities or, carried too little of what NCSL’s requirements were. Going by the savings and loans legislation and our unique challenges in PNG off the shelf systems have their shortcomings.

With the new savings and loans system (SALS) and recently the introduction of TEXTBAL service for members, NCSL is now pitted against the very best of financial organisations that have branches spanning the nation, not only in the savings and loans sector.

Statistics:

• NASFUND Textbal Service: 50,000 SMSes per month
• Communications Center Phone Calls reduced from 25,000 to 16,000 then to 9,000 calls in two consecutive months.
• Client Service Chamber Queues dropped by half at head office and branches.