The enhancement of employee capacity and improvement of information technology associated with upgrading the customer care and service delivery capacity of the National Insurance Scheme (NIS) has been identified as one of its major priorities under a reform project aimed at overhauling critical aspects of its operations.
Under the reform project the Scheme is also seeking to expand its existing network to create improved connectivity between its Brickdam Head Office and its branches throughout Guyana.
Last year the Scheme awarded a tender to the US firm Broadband Inc for the installation of a wireless link between its head office and its local offices at Klein, Pourderoyen, Fort Wellington and Port Mourant. A subsequent contract was awarded to the same company to establish a similar link between the Scheme’s local office at Melanie Damishana and its Brickdam Head Office.
Under the current reform project the Scheme has also consulted with Broadband Inc on the installation of a similar wireless connection between its head office and its Mahaicony local office. Earlier proposals to establish a satellite link between the Scheme’s Mabaruma local office and Georgetown have had to be shelved in view of high cost and the scheme is currently examining other options for improving its communication with its North West office.
Under its customer service improvement programme the NIS has also designed intensive multi-level training programmes for various categories of staff including managers and supervisors, “frontline workers” including inspectors, secretaries and nurses and telephone operators and receptionists. All categories of staff will receive training in effective communication.
The NIS is one of the largest service organizations with, according to their own report, a total insured population of 541,355 persons. The largest concentrations of insured persons – 68,320 – are aged between 46 and 50 while the smallest number – 5,788 are aged over 75.
Senior NIS officials met late last month to address the key aspects of the reform programme which include improving the compliance of the contributing population, extending the extent of the coverage provided by the scheme, improving the basket of benefits currently available under the Scheme, amending the laws governing qualification for and timing of benefits and improving the capacity of NIS offices to administer the Scheme.
