“We must challenge ourselves to serve the public better” – NIS Chairman to staff

Chairman of the National Insurance Scheme (NIS) Board of Directors, Ramesh Persaud, has called on staff across the organisation to redouble their efforts to improve service delivery, embrace innovation, and adapt to a rapidly changing environment, as the institution celebrates 56 years of providing social protection to Guyanese.

Speaking at the scheme’s 56th General Assembly on Monday, Persaud lauded employees for their commitment and dedication to an institution that remains a pillar of social security in Guyana.
He noted, however, that while the NIS continues to make progress, the changing pace of society demands that the organisation “challenge itself to improve the manner in which it serves the public.” Persaud reminded staff that despite the difficulties they may face, their work touches thousands of lives daily, from pensioners to the self-employed, and the public’s confidence depends heavily on the quality and timeliness of NIS service delivery.
“My point there is that we cannot come to work every day and accept the status quo and accept that this is how we have been doing it for the last 40-50 years. But we must challenge ourselves so that we can improve the manner in which we serve the general public. Now we exist in an environment in which almost all of you in this room are capable of going online to enquire about various types of information that you require.”
“Now imagine we exist in an ecosystem that requires us to have information technically at the speed of thought. The moment you think of it, people want an answer. Now as an organisation we need to reach that state whereby we are contributing to the movement of the ecosystem rather than the ecosystem alone shifting us out there,” the Chairman said.
The NIS Chairman emphasised that the organisation exists within a broader ecosystem that is becoming increasingly digital and interconnected, where the public expects instant access to information and services.
He reaffirmed that the vision of President Dr Irfaan Ali, Vice President (VP) Bharrat Jagdeo, and Senior Minister in the Office of the President with Responsibility for Finance, Dr Ashni Singh, is to see the NIS fully modernised, allowing all transactions to be conducted online and through self-service platforms.
“We can say we exist in an ecosystem that requires us to be a resilient organisation. When we started in 1969, much of what exists today in terms of the ecosystem did not exist in 1969. Much of what exists today in the ecosystem did not exist ten years ago… Now customer satisfaction from our beneficiary. We need to move to a future state whereby all of our transactions can be done online. Whereby we can serve the public by self-service online. I think that’s the vision of our President. That’s the vision of our Government. That’s the vision of our minister. The board would like to tell you that is also our vision. We want to be in a position whereby we, to some extent, catch up to where the technology in the world is taking us and also lead that run,” Persaud contended.
Persaud acknowledged that some of the NIS systems in use today date back to the 1980s and 1990s, yet their longevity proves how robust they once were. However, he stressed that modernisation is now critical to ensure the agency can keep up with the demands of a growing, tech-driven society.

Reduction in claims
In reflecting on the scheme’s operational progress, Persaud highlighted the impressive reduction in outstanding claims, from nearly 15,000 per month several years ago to under 2000 today. The NIS, he noted, now processes more than 20,000 claims monthly, ensuring that thousands of Guyanese receive timely pension and benefit payments.
“At some point, the NIS was ahead of its time,” he said. “Unfortunately, time caught up with us, and now we must act to get ahead again.” “That’s a significant improvement,” he said, applauding staff for their diligence.
He also expressed appreciation to the Government for its strong support, including the recent one-off payment initiative that resolved several long-standing cases. “The Government did an excellent job in inducing funding to facilitate closure of many matters,” he said, urging applause for the administration’s commitment to pensioners.
As the NIS moves into its next chapter, Persaud encouraged employees to continue being “meaningful contributors” rather than passive participants in the organisation’s transformation.
“So, my urge to you is that we will require the support of all of you to take us forward. Okay, and in the next year, maybe a year and a half or two years, you can expect to see lots of things changing in the environment and in the manner in which you work. Be assured the board is paying attention to ensuring that we become an organisation that is better capable of serving the general public,” he added.