The Director General


I take this opportunity to welcome you, I would like to share my vision with you, which is in our new Corporate Strategy that will run from 2018 to 2021. We are calling this the NAPSA Way. The NAPSA Way is about how much as an institution we value and care for our members in our day-to-day operations.

This is a set of five values, which we have coined into an acronym called iCARE. It is all about how we do things.

i – Integrity“Do the right thing”,

C – Collaboration, “Work as one”

A – Accountability “own your actions”

R – Respect “value every voice”

E – Excellence, “Be your best”

We are cognizant of the fact that the customer is the reason we exist as an institution and that all members of staff need to focus on delivering value to customers regardless of the nature of their work within the Authority. It is important for us as members of staff to be more empathetic and serve customers with a human face to make them happy.

I would like to express my happiness with the achievements we have made so far to improve organisational structures, employ skilled staff and enhance operational systems. This is important because we have to grow and embrace new ways of doing things.

Over the years, I have come to appreciate that having correct structures, technology and systems is not enough. As an institution, we have embraced a lot of Information Communication Technologies (ICTs) in our operations such as the development of eNAPSA, NAPSA mobile and other applications for administration of pensions and contributions.

These systems are integrated platforms through which our employers and employees are able to transact with NAPSA online. What is critical and key to excellence is having people with the right attitude. You can have all structures, skills and systems but these can only be as good as the people’s attitude.

I would like to take this opportunity to appeal to all members of staff of NAPSA to continue upholding the highest level of personal and professional integrity in all your work as we continue to serve our clients and members.

This is the NAPSA Way and only we are going to deliver value to our customers.

Yollard Kachinda
Director General