BY OWN CORRESPONDENT

… customer service survey shows satisfaction and helps introduce Service Charter

Civil servants, pensioners, and beneficiaries have expressed high levels of trust in the Public Service Pensions Fund (PSPF), praising its strong systems, consistent delivery, and commitment to customer care. Members have, in various forums, also expressed contentment with the Fund’s ongoing implementation of its Customer Service Charter, which was introduced following the positive feedback of a nationwide satisfaction survey.  The Charter was one of the recommendations by the survey. The charter has since become a guiding tool for how PSPF engages with its stakeholders, ensuring transparency, accessibility, and timely service. A year on since its introduction PSPF Director Corporate Services Elkan Makhanya said they were seeing an upward trend in service delivery. He also shared in part the results of the survey saying the positive feedback was helping shape the Fund over the years. Makhanya was responding to questions on how the Fund has been perceived over the years going on to give a history of the Fund’s engagement with members. The Fund turned 30 last year.

Members Confidence in On-Time Delivery Over The Years

Makhanya said a Customer Satisfaction Survey, conducted by independent consultants AMRS, found that PSPF continues to meet and exceed expectations in fulfilling its mandate. The survey done in 2023 reached over 3,300 participants — including active contributors, retired members, and beneficiaries — and achieved a remarkable 98 percent response rate, giving a clear picture of public sentiment towards the Fund.

Retired members highlighted PSPF’s consistent pension disbursements as a key marker of reliability. For them, the assurance that their payments arrive on time each month has become a lifeline and a testament to the Fund’s commitment to its members. Beneficiaries also noted that PSPF’s transparent and compassionate handling of survivor benefits has provided much-needed stability in times of loss.

Professionalism and Accessibility

In a copy of the report, Respondents widely commended PSPF staff for their professionalism. Members described employees as respectful, knowledgeable, and patient, particularly at branch level where pensioners often require additional guidance. The survey also affirmed that PSPF remains one of the most accessible public service institutions in Eswatini, with regional offices in Mbabane, Manzini, Pigg’s Peak, Siteki, and Nhlangano serving as reliable touchpoints.

While there is room to expand digital platforms to better engage younger civil servants, the survey made clear that PSPF has already built a solid foundation of accessible and responsive services.

Transparency and Wider Impact

Makhanya noted that trust in PSPF is also tied to the transparency of its operations. Members consistently pointed to clear communication about contributions, benefits, and entitlements, noting that this openness has strengthened confidence that their retirement savings are safe.

“Beyond individual benefits, the Fund’s contribution to the economy was also recognised. Through its investments and job creation, PSPF plays a significant role in supporting national development, making it more than just a pensions administrator, it is a driver of social and economic stability,” he said. The DCS said they had continuous engagements with stakeholders on how to improve including an annual stakeholder forum and feedback desk at the Eswatini International Trade Fair.

“Civil Servants and PSPF a perfect match” – CEO

PSPF Chief Executive Officer Masotja Vilakati said the results of the survey reaffirm the Fund’s reputation as a trusted partner for civil servants and their families.

“We are pleased with the findings of the Customer Satisfaction Survey and other feedback platforms, which confirm that PSPF remains a trusted partner for our members and beneficiaries,” he said. “The positive responses to our Customer Service Charter give us confidence that we are on the right path. At the same time, they challenge us to keep improving so that we not only meet but exceed expectations.”

Vilakati emphasised that the charter will remain central to PSPF’s operations going forward. “Continuous improvement is at the heart of our mission. While we are proud of our progress, we are also committed to addressing the feedback received and ensuring that every member experiences security, transparency, and professionalism in their dealings with us.”

He said as a Fund entrusted with public funds, they were pleased that they had checks and balances. “This shows that PSPF is delivering effectively on its mandate, securing livelihoods in retirement while contributing to Eswatini’s broader development. Its track record of reliability, professionalism, and transparency continues to place it among the most respected pension funds in the region,” he says.

He affirmed that as the Fund marks three decades of service, members can take comfort in knowing that PSPF remains committed to safeguarding their future and building on its strong foundation of trust.

(Courtesy Pics)