The Social Security and National Insurance Trust (SSNIT) has officially launched its Virtual Branch, marking a major milestone in the institution’s digital transformation agenda aimed at improving access, convenience, and service delivery for contributors, pensioners, employers, and the Ghanaian diaspora.
Speaking at the launch in Accra, the Director-General of SSNIT, Mr. Kwesi Afreh Biney, described the Virtual Branch as a bold and deliberate step toward making SSNIT services available anytime, anywhere, without the traditional barriers associated with physical branch visits.
“The goal is simple: to make our services accessible, convenient, and ensure that 24/7, we are here to serve,” Mr. Biney said.
The Virtual Branch allows members to access SSNIT services remotely through digital platforms, reducing the need for travel, long queues, and repeated physical visits to offices. The initiative responds directly to long-standing complaints from contributors and pensioners about congestion at SSNIT branches and the difficulties faced by elderly persons, persons with disabilities, and members living far from service centres.
Mr. Biney emphasized that the digital shift does not replace human interaction but enhances it. “As we serve you through digital platforms, we are not leaving the human touch behind. Behind the system is a genuine care for the people we serve, and colleagues are available 24/7 to provide support,” he assured.
According to SSNIT, trained officers will be on hand around the clock to guide users and respond to enquiries, ensuring continuous support throughout the day, week, and year.
The Director-General noted that the launch reflects changes in the modern work environment, where many people now work flexible hours, remotely, or for companies outside Ghana. For such workers, visiting a physical SSNIT branch during office hours is often difficult.
“There are people who leave home early and return late, and may not have the opportunity to walk into a branch,” he said, adding that: “This platform is for all, whether you are a platform worker, a formal sector employee, or someone working remotely.”
The Virtual Branch is also expected to benefit Ghanaians in the diaspora who previously struggled to access SSNIT services from abroad.
SSNIT says the new platform will not only save time but also reduce costs for members by eliminating travel expenses and repeated visits. By digitising service delivery, the Trust aims to improve turnaround time, efficiency, and overall service quality while easing pressure on physical branches.
The launch aligns with SSNIT’s broader reforms, including the expansion of digital channels, the introduction of flexible service options, and recent policy changes designed to modernise pension administration and protect pensioners’ benefits.
“By removing barriers such as travel time, mobility challenges, and queuing, we are delivering our services in a manner that is cheaper, more cost-effective, and more convenient,” Mr. Biney stated.
Mr. Biney described the Virtual Branch as more than a technology upgrade, calling it a commitment to inclusive social protection and improved public service delivery.
“Through consistent innovation and evolution of our service offerings, we can only be better at delivering social protection for all,” he said.
With the launch of the Virtual Branch, SSNIT says it is reinforcing its promise to put members at the centre of service delivery while embracing innovation to meet the needs of a changing workforce and an increasingly digital society.