The Social Security and National Insurance Trust (SSNIT) has announced plans to launch a fully digital virtual branch by the end of September 2025, as part of a broader strategy to improve compliance, enhance service delivery, and deepen engagement with contributors.
The virtual branch will be accessible nationwide through multiple digital channels, including phone, USSD, and internet, and will be staffed in real-time to provide continuous, round-the-clock support to employers and contributors.
“We are confident that by the end of September this year, a fully digital virtual branch will be available for members to engage,” said Kwasi Afreh Biney, Director-General of SSNIT, during the 2025 Employers’ Breakfast Meeting. “It will sit at the head office, but because it’s virtual, you can dial in from anywhere. We will be there to serve you 24/7.”
The move forms part of SSNIT’s digital transformation agenda, aimed at reducing administrative bottlenecks and promoting voluntary compliance by making registration, payment, and other interactions more seamless for employers. SSNIT already provides digital platforms for these services, but the upcoming virtual branch will integrate live support to accelerate response times and enhance the user experience.
Mr. Biney noted that SSNIT’s compliance rate has improved from around 60% five years ago to nearly 80 percent today. The Trust is now targeting 90% compliance by the end of next year, driven by improved digital access and sustained stakeholder engagement.
“We believe it’s possible if we continue these engagements and provide the kind of convenience that makes it easier for people to comply,” he said.
The Trust monitors employer compliance monthly and begins with education and engagement when defaults are identified. Legal action is only considered when collaborative measures fail.
Mr. Biney urged workers to take an active role by reviewing their quarterly statements and reporting any anomalies, especially where contributions are deducted but not credited.
He also used the forum to call for a rethinking of compensation structures. Many employees, he said, prioritise allowances over basic pay, unaware that pension calculations are based solely on the basic salary.
“If 40 percent of your pay is in allowances, that portion is not factored into your pension computation,” he explained.
Alex Frimpong, Chief Executive Officer of the Ghana Employers’ Association, commended SSNIT for the initiative and said the employer community must play its part in strengthening the pension system.
He reminded employers of their legal obligation to deduct and remit both employee and employer contributions, describing them as “an umbilical cord between workers and the trust.”
Mr. Frimpong acknowledged improved efficiency in the processing of pension claims but said more public education was needed to address persistent misconceptions.
“Many contributors, including high-level employees, do not fully understand how the scheme works,” he said. “Sensitisation must be deepened.”
The breakfast meeting forms part of SSNIT’s ongoing efforts to enhance transparency, strengthen compliance, and align stakeholders with the Trust’s long-term strategy.
Mr. Biney said the goal is simple: to build a modern, convenient and sustainable pension system that guarantees income security for the Ghanaian worker.
“We want to move away from queues and delays,” he said. “Our commitment is to make compliance simple, smooth, and rewarding.”
The post SSNIT to launch 24/7 Virtual branch by September appeared first on The Business & Financial Times.
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