Effectiveness of service provision to pensioners: a case of Public Service Social Security Fund Beneficiaries in Dar Es Salaam, Tanzania

Abstract

The human right to social security is not yet a reality for the majority of the world’s population despite the extension of social security fund in many parts of the world. This study aimed at assessing the effectiveness of service provision to pensioners in Tanzania. Specifically, the study sought to examine the ways in which PSSSF use in delivering its services to pensioners; assess the effectiveness of PSSSF in delivering its services to pensioners and explore the challenges faced by PSSSF when discharging its duties to pensioners. The study employed a cross sectional survey research design to collect data involving 73 respondents (pensioners) and 6 PSSSF managers as key informants who were conveniently and purposely selected. The study used both primary and secondary data. The Qualitative and Quantitative data were analyzed using Thematic and Descriptive data analysis method respectively. Findings revealed that, service provision by PSSSF are effective to a great extent. It was further revealed that, the manual means of service delivery was found to be the mostly used by PSSSF in delivering its services to users. The study recommends that PSSSF should be more innovative by embracing use of information technology to ensure that the services delivered to the pensioners are efficient and effective enough to make Pensioners appreciate the services.