SSNIT launches virtual branch to expand 24-hour access to pension services

The Social Security and National Insurance Trust (SSNIT) have launched a virtual branch that will allow contributors and pensioners to access services around the clock, as the state pension manager steps up its digital push to cut costs and reach workers outside traditional office hours.

The new platform is designed to reduce the need for physical visits to SSNIT offices by enabling users to complete transactions, update records and seek support remotely. Management says the move responds to changes in work patterns, including the rise of remote work, freelancing and platform-based jobs.

“At the heart of this initiative is accessibility and convenience,” SSNIT Director-General, Kwesi Afreh Biney said at the launch. He said the virtual branch would ensure contributors can reach the Trust at any time, without the constraints of travel, queues or limited branch hours.

SSNIT officials said staff will be available through multiple digital channels on a 24-hour basis, allowing users to resolve issues that previously required in-person visits. The platform is also expected to lower operating costs for the Trust while reducing expenses borne by contributors, such as transport and time away from work.

Mr. Biney said the virtual branch was built to serve a broad range of users, from workers in formal employment to those in less structured arrangements who may not be able to visit offices during working hours.

He added that the goal was to improve service delivery without weakening personal support.

Deputy Minister for Communication, Digital Technology and Innovation, Mohammed Adams Sukparu, said the launch marked a clear break from paper-based processes that had long slowed pension administration.

He recalled earlier systems that required multiple physical submissions and validations, often creating delays and reconciliation challenges.

According to Mr. Sukparu, recent tests of the virtual branch showed that transactions could be completed smoothly, even outside normal working hours. He said he was able to update records late in the evening from home, describing the process as efficient and reliable.

The deputy minister urged contributors and employers to adopt the platform, arguing that digital access reduces both financial and operational risks. He cited the cost of mobile data — sometimes as low as GH¢5 — as cheaper than travelling to SSNIT offices, particularly for pensioners and small business owners.

Government officials framed the initiative as part of a broader effort to build a technology-driven economy. Sukparu said ongoing investments in broadband infrastructure, cybersecurity, digital identification and platform interoperability were enabling public institutions to modernise service delivery.

He also pointed to the growing importance of the gig economy, noting that younger, mobile workers are expected to form a larger share of pension contributors in the coming years. Pension institutions, he said, must adapt by meeting contributors on digital platforms.

SSNIT said the virtual branch would help bring informal workers, freelancers and small business owners closer to the pension system, improving transparency and confidence in the management of contributions.

The Trust plans to continue expanding its digital services as part of efforts to strengthen long-term social protection.

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