‎NPF Pensions Increases Digital Access With New WhatsApp-Based Service Platform

The acting Managing Director/Chief Executive Officer of Nigerian Police Force, NPF Pensions, Muhammed Dutse says the company is leveraging digital technology to improve pension service delivery to police officers across Nigeria, with nearly 30,000 personnel already enrolled on its newly launched interactive virtual assistant platform before its official commissioning.

‎Speaking during the unveiling of the platform in Abuja, the acting Managing Director said the initiative was designed to bring pension services closer to police officers, many of whom serve in remote locations across the country.

‎According to him, rising transportation costs and the need for efficient service delivery informed the decision to deploy digital channels that allow customers to access information and services without physically visiting NPF Pensions offices.

‎”Virtually every nook and cranny of this country has police officers. Delivering services to those locations has been challenging, so we decided to take our services directly to them through digital channels,” he said.

‎The platform, which operates through WhatsApp and other social media channels, enables users to access a range of pension services, including checking Retirement Savings Account, RSA balances, downloading account statements, viewing fund performance, monitoring daily unit prices and updating certain personal records in line with data protection regulations.

‎The acting Managing Director disclosed that the long term objective is to enroll all police officers nationwide on the platform within the next two to three months, while continuously improving its functionality through user feedback.

He explained that the service is available 24 hours a day, allowing customers to obtain information and complete transactions without waiting for office hours.

‎Addressing concerns about sustainability and cybersecurity, the NPF Pensions boss said the organisation had put in place a robust security architecture to prevent unauthorized access and had committed resources to ensure uninterrupted operation of the platform.

‎”We have budgeted adequately for the platform and pay our subscriptions in advance to ensure that it remains operational. Security remains a top priority, and we will continue to strengthen the system as we improve it,” he said.

Responding to questions on pension adequacy, he noted that pension benefits are directly linked to salary levels and contribution rates.

He explained that while contribution rates were increased under the Pension Reform Act, PRA 2014, concerns remain about the adequacy of retirement benefits for public servants, including police officers.

‎According to him, the National Pension Commission has proposed increasing the Federal Government’s contribution for police personnel from 10 per cent to 20 per cent, while officers would continue contributing 8 per cent, bringing total pension contributions to 28 per cent.

He expressed optimism that the proposed increase, alongside ongoing reforms to the Pension Reform Act, would significantly improve retirement benefits for police officers over time.

‎Dutse also acknowledged that not all officers currently own smartphones or have access to reliable internet services.

To bridge the gap, he said NPF Pensions is developing USSD based services similar to those used by banks, while continuing to provide quarterly RSA statements and information through traditional channels.

He clarified that although the platform is popularly referred to as a WhatsApp service, the interactive virtual assistant also functions across Instagram, Facebook and X, providing multiple channels through which customers can access pension information and services.

‎Umbwanko Baba, Edited By Grace Namiji