COLLLEGE OF BUSINESS EDUCATION

MWANZA CAMPUS
DEPARTMENT OF BUSINESS ADMINISTRATION
FIELD PRACTICAL TRAINING REPORT SUBMITTED IN PARTIAL
FULFILMENT FOR THE AWARD OF HIGHER DIPLOMA IN BUSINESS
ADMINISTRATION (HDBA)

STUDENT’S NAME: SALEHE SAID MUHUMBIRA

REGISTRATION NUMBER: 03.6546.02.03.2022

STUDENT’S YEAR OF STUDY: SECOND YEAR

NAME OF THE INSTITUTION: NATIONAL SOCIAL SECURITY FUND

FIELD ATTACHMENT PERIOD: JULY 22nd – 15th SEPTEMBER 15, 2024

FIELD SUPERVISOR’S NAME: IGNAS NJAU
 ACKNOWLEDGEMENT
I would like to extend my heartfelt gratitude to all those who contributed to the success of my field
practical training at the National Social Security Fund (NSSF).

First and foremost, I express my sincere appreciation to my supervisor, Mr. Ignas Njau. His
unwavering support, guidance, and mentorship played a pivotal role in my professional
development during this training. Mr. Njau’s extensive knowledge and experience in the field
provided me with invaluable insights that enriched my learning experience. He took the time to
understand my goals and aspirations, ensuring that my tasks were aligned with my interests while
providing me with the challenges necessary for growth.

Throughout my time at NSSF, Mr. Njau was always approachable, encouraging open
communication and fostering an environment where I felt comfortable seeking advice. His
constructive feedback and encouragement motivated me to perform at my best and strive for
excellence in all my assignments. The skills and knowledge I gained under his supervision will
undoubtedly serve me well in my future endeavors.

I would also like to express my gratitude to the Regional Manager of NSSF Mwanza, Mr.
Emmanuel Kahensa. His leadership and vision for the organization significantly influenced my
experience during this training. Mr. Kahensa’s commitment to fostering a supportive and
educational environment for interns was evident, and I appreciate the opportunities he provided for
me to engage with various projects and initiatives. His insights into the broader operations of NSSF
deepened my understanding of the organization's mission and objectives.

Furthermore, I would like to thank the entire team at NSSF for their warm welcome and
collaborative spirit. The supportive atmosphere created by Mr. Njau, Mr. Kahensa, and their
colleagues made it possible for me to learn from various perspectives, enhancing my understanding
of the organization and its operations.

Furthermore, my delightful appreciation goes to my fellow practical training members from UDOM,
IFM, TIA, CBE and other universities that we cooperated together during the training and through
their positive comments and advice helped me to accomplish what was required for the practical
training.

Moreover, I wish to thank the operational staffs in National Social Security Fund (NSSF) for
putting up with me, all members that I was not able to acknowledge in this report, I do appreciate
everything you advised about this report.

Finally, I would like to acknowledge my family and friends for their unwavering support
throughout this journey. Their encouragement has been a constant source of motivation for me.

God bless you all

I
 ABSTRACT
This report outlines my field practical training experience at the National Social Security Fund
(NSSF), where I engaged in various tasks that provided me with valuable insights into social
security management and operations. During my time at NSSF, I acquired practical skills in areas
such as client service, data management, and the processing of member contributions. I learned
about the importance of social security in providing financial protection to workers, understanding
the various benefits offered by NSSF, including pensions, disability support, and health benefits.

The National Social Security Fund was established by the Act of Parliament No.28 of 1997 and
reviewing 2018 to replace the National Provident Fund (NPF). The main activities including
registrations of employers and employees, collections of contributions of registered employers,
investment and payment benefits to qualifying members. Also, NSSF Mwanza makes a total 55
employees. The level of the technology used such as Core fund management system, member
identification management for provision of services to customers. So far, the major accounts
development using office imprest and safari imprest for payments.

One of the significant challenges I faced was navigating the complexities of the data management
system used by NSSF. Initially, I found it difficult to familiarize myself with the software and
processes required for accurate data entry and analysis. However, with the guidance of my
supervisor, Mr. Ignas Njau, and the support of my colleagues, I gradually overcame these obstacles,
ultimately improving my data handling skills and efficiency.

In conclusion, my field practical training at NSSF was an enriching experience that not only
enhanced my technical skills but also deepened my understanding of the social security landscape. I
gained a clearer perspective on the critical role that NSSF plays in safeguarding the welfare of its
members.

Based on my experience, I recommend that future interns be provided with a more structured
onboarding process, including comprehensive training sessions on the data management systems
and procedures. This would enable them to acclimate faster and contribute meaningfully to ongoing
projects. Additionally, fostering more inter-departmental collaboration could provide interns with a
broader understanding of the various functions within the organization. Overall, this training
experience has equipped me with the knowledge and skills necessary for my future career in social
security and related fields.

II
 Table of Contents
ACKNOWLEDGEMENT ................................................................................................................... I
SUMMARY/ABSTRACT ..................................................................................................................II
LIST OF FIGURES ............................................................................................................................ V
LIST OF TABLES ............................................................................................................................ VI
LIST OF ABBREVIATION ............................................................................................................ VII
CHAPTER ONE ..................................................................................................................................1
1.0 INTRODUCTION ..................................................................................................................... 1
1.1 General overview and historical background of NSSF .................................................................. 1
1.2 Type of Business Organization ......................................................................................................... 1
1.3 Organizational structure ................................................................................................................... 2
1.4 Number of employees ........................................................................................................................ 4
1.5 Activities Performed .......................................................................................................................... 4
1.6 Level of Technology ..................................................................................................................... 4
1.7 Customers ........................................................................................................................................... 4
1.8 Major accounts ...................................................................................................................................5
1.9 Strategic Direction ............................................................................................................................. 5
CHAPTER TWO ..................................................................................................................................... 7
2.0 Field Practical Training Experiences .........................................................................................7
2.1. Description of activities in various departments/units/sections where .....................................8
the student was attached (Major activities and focus of the ............................................................ 8
department). .....................................................................................................................................8
2.2 Tasks and duties/assignments undertaken during the attachment period .................................. 9
2.3 Description of task and duties ................................................................................................... 9
2.4. Key achievement during the attachment period ....................................................................... 9
2.5. New knowledge and skills gained in each of the duties and .................................................. 12
responsibilities assigned. ............................................................................................................... 12
2.6. Challenges/problems experienced during the attachment and how ........................................13
were handled ..................................................................................................................................13
CHAPTER THREE ........................................................................................................................... 15
3.0. Conclusions and Recommendations .......................................................................................15
3.1 Conclusion ............................................................................................................................... 15
3.2 Recommendations: ...............................................................................................................16
Recommendation concerning improving gaps in theory and practice. ............................................ 16
4.1. Recommendations concerning handling gaps. ............................................................................. 16

III
REFERENCES .................................................................................................................................. 17
APPENDICES ................................................................................................................................... 18

IV
 LIST OF FIGURES
Figure 1: Regional NSSF Organizational structure ………………………………………3

V
LIST OF TABLES

VI
 LIST OF ABBREVIATION

NSSF – National Social Security Fund

RM – Region Manager

PS – Personal secretary

SCO – Senior Compliance Officer

SA – Senior Accountant

SBAO – Senior Benefit Administration Officer

QMSCO –Quality Management system coordinator

CO – Compliance Officer

DEO – Data Entry Officer

RO – Registration officer

RSO – Records and statistical Officer

ACCT – Accountant

OA- Office Attendant

DRV – Driver

BPO – Benefit Processing officer

ABPO – Assistant Benefit Processing Officer

VII
 CHAPTER ONE
1.0 INTRODUCTION
1.1 General overview and historical background of NSSF
The National Social Security Fund (NSSF) was founded in 1997 as the successor of the
defunct National Provident Fund (NPF) according to the law No. 36 of the year 1975. NSSF
covers all other employers in the country and participation for both employers and employees
are compulsory. NSSF is both a pension fund and a provident fund.

On 8th February 2018, President JOHN MAGUFULI signed into law the PSSF Act which
proposed the amalgamation of Tanzania’s various social security funds into two major
entities, the National Social Security Fund and Public Service Social Security Fund, whereby
NSSF will specialize in private sectors workforce example Companies, Non-Governmental
Organization, Embassies Employing Tanzanians and Organization groups in the informal
sector while PSSSF will specialize in public-sector workforce example government hospitals,
government schools and government institution.

Under new legislation, all public-sector employees who are currently contributing members
to NSSF or any other repealed social security funds will be compulsorily transferred to the
PSSSF along with their respective retirement savings. Furthermore, going forward, any
employees who are employed within the public sector will automatically belong to the PSSSF.

Likewise, all private sector employees contributing to other repealed social security fund will
have their membership transferred to the NSSF. Any employee who changes employment
from public sector to the private sector will also need to have their membership transferred to
the NSSF. Although the Act proposes transfer of membership, it restricts transfer of
contributions of members. Private sector employees who are already members of the NSSF
will remain on the NSSF and will not be affected in any way.

NSSF offer number of services to the community including provision of pension and other
benefits including Maternity benefit, Unemployment benefit and Survivor benefit.

1.2 Type of Business Organization

The National Social Security Fund is a financial Institution and comprehensive social security
institution based on internationally recognized social security insurance principles, providing
a wide range of short term and long-term benefits to Tanzanians and their Families namely;

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Long-term benefits including Old Age Pension and Survivors Benefit. Also, the short-term
benefits namely maternity Benefit, funeral Grant Benefit, Unemployment benefit and social
Health Insurance Benefit.

1.3 Organizational structure

The below is the organization structure of NSSF as follows:

RM

2
 DFM

PS

POO-C POO-B PA SAO

DRV
SCO SBAO
SA
OA
CO BPO/A
ACC
RO/A SHIB

RSO/A CCO

DEO QMSC

SO/SO-E

Figure 1: Regional NSSF Organizational structure

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1.4 Number of employees
NSSF MWANZA makes a total of 55 staff employees of which 17 are male employees and
38 are female employees. The employees are grouped and assigned different functions within
the organization to ensure high efficiency of NSS activities.

1.5 Activities Performed

During my practical field the activities assigned by my supervisor including, Listening and
answering inquiries of customers, sending and receiving correspondence, accessing and
retrieval subject files, provide support to visitors, producing copies of documents, scanning
document and printing statement and filing of relevant files, preparing periodical report,
drafting letters, provide customer services of both internal and external customers and
opening new benefit files.

1.6 Level of Technology

NSSF using medium technology to administer its services to the intended customers. The IT
services have helped NSSF to soften their operational activities most especially on registering
different customers and serving different needs for these customers. NSSF has been able to develop
different software and systems that are useful in registration and benefit payments. The following
are the technological tools that are used by NSSF in the performance of their duties; NSSF- Core
Fund Management System (CFMS), Member Identification Management System (MIMS), E-office,
Employer portal and member portal. Despite NSSF using technology still the files are opened
manually.

1.7 Customers
NSSF serves internal customers known as staffs and external customers according to the new
amendments of Security Funds. The external customer can join voluntary or can be registered by
his/her employer of the respective private organization. NSSF ensures good customer care and
always meet the society demands.

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1.8 Major accounts
Performance and opportunities benefit enjoyed by the members
NSSF is responsible to pay internal customers through Office imprest and Safari imprest
and external customer used Economic resource plan (ERP) for payment, each member who
has qualification of lodging the claim for his or her respective benefit,

1.9 Strategic Direction

Vision of the Organization

To be a reliable and sustainable provider of social security services.

Mission
To prove quality social security service to members through competent, innovative and committed
human capital using appropriate technology.

Objectives of the organization

a. Registration of employers and members
b. Collection of contributions.
c. Investment in viable ventures
d. Payment of benefits to members
e. Advising Government on matters relating to social security.

Core values of the organization

a. Integrity
b. Innovativeness
c. Accountability
d. Teamwork and
e. Transparency

1.2.1 Objectives of the field attachment

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I. Practical Application of Knowledge: One of the primary objectives of field attachment is
to bridge the gap between theoretical concepts learned in the classroom and their application
in real-world scenarios. Students have the opportunity to apply academic knowledge in
practical settings, enhancing their understanding of how theories operate in practice. This
experiential learning reinforces classroom lessons and helps students grasp the relevance of
their studies to actual work situations.

II. Skill Development: Field attachment provides a platform for students to develop essential skills
needed in their respective fields. Through hands-on experience, they can cultivate competencies
such as effective communication, critical thinking, problem-solving, and teamwork. These skills
are often best learned through practice, and field attachment allows students to refine them in a
supportive environment where they can receive guidance from experienced professionals.

III. Professional Networking: Engaging in a field attachment allows students to build valuable
relationships with industry professionals. Networking is a crucial aspect of career development, as
it opens doors to mentorship, collaboration, and potential job opportunities. By interacting with
professionals, students can gain insights into the industry and establish connections that may prove
beneficial in their future careers.

IV. Understanding Workplace Dynamics: Field attachment helps students gain a deeper
understanding of workplace dynamics and organizational culture. By observing and participating in
daily operations, they can learn about workplace ethics, professional behavior, and the importance
of collaboration within a team. This experience provides a realistic perspective on what it means to
be part of a professional environment, preparing students for future employment.

V. Career Exploration: Participating in a field attachment gives students the chance to explore
various career paths within their field of study. It allows them to assess their interests and strengths
while gaining firsthand experience in different roles. This exploration can be invaluable in helping
students make informed decisions about their future careers and identifying areas they may wish to
specialize in.

VI. Feedback and Reflection: Field attachments facilitate opportunities for students to receive
constructive feedback on their performance from supervisors and mentors. This feedback is
essential for personal and professional growth, as it helps students identify their strengths and areas
for improvement. Reflecting on their experiences enables students to develop a better
understanding of their capabilities and how they can enhance their skill sets.

VII. Research Opportunities: Many field attachments include opportunities for students to engage
in research or contribute to projects that advance the field. This involvement not only enriches their
learning experience but also allows them to make meaningful contributions to their area of study.
Engaging in research helps students develop critical thinking and analytical skills, further
enhancing their academic and professional profiles.

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VIII. Enhanced Employability: Ultimately, one of the key objectives of field attachment is to
improve students' employability. By gaining relevant work experience, students can demonstrate
their proactive approach to learning and their readiness for the job market. Employers often value
candidates who have practical experience, as it indicates that they are capable of adapting to real-
world challenges and contributing to the organization from day one.

CHAPTER TWO
2.0 Field Practical Training Experiences
My field practical training at the National Social Security Fund (NSSF) Mwanza provided
invaluable hands-on experience across various operational units, greatly enhancing my
understanding of social security services. In the Document Management and Administrative

7
Support Unit, I learned the importance of efficient document handling by scanning documents for
digital preservation, printing employment certificates with accuracy, and processing benefit
payment files to ensure timely member payments. In the Employer Relations and Membership
Registration Unit, I engaged in sending and receiving correspondence, which sharpened my
communication skills and underscored the significance of effective employer interactions. I also
participated in dispatching employer files and registering both employers and employees,
highlighting the critical need for accurate data entry in maintaining reliable membership records.
Additionally, in the Correspondence and Visitor Support Unit, I managed incoming letters to
ensure organized correspondence handling and provided support to visitors, developing my
customer service skills and ensuring inquiries were addressed professionally. Overall, my training
at NSSF Mwanza was enriching, enhancing my practical skills and deepening my commitment to
contributing positively to the social security field in the future.

2.1. Description of activities in various departments/units/sections where

The student was attached (Major activities and focus of the
Department).
1. Document Management and Administrative Support Unit

The Document Management and Administrative Support Unit plays a crucial role in ensuring that
all documentation is accurately processed and efficiently managed. One of the primary activities in
this unit is scanning documents, which involves converting physical records into digital formats.
This not only preserves important information but also enhances accessibility, allowing staff to
retrieve documents quickly and efficiently when needed.

Additionally, the unit is responsible for printing employment certificates, which are vital for
members seeking proof of employment status for various purposes, such as loan applications or
government services. Accuracy in this process is essential, as these certificates must reflect correct
employment details.

The unit also handles the receiving of benefit payment files, ensuring that all necessary
documentation is in place for beneficiaries to receive their payments without delays. This activity is
important for maintaining the trust of members in the social security system. Furthermore, the
preparation of store requests is a key function; this involves identifying and requesting necessary
supplies to support daily operations, thereby ensuring that all departments have the resources they
need to function effectively.

2. Employer Relations and Membership Registration Unit

The Employer Relations and Membership Registration Unit is focused on fostering strong
relationships with employers while ensuring that all members are accurately registered in the
system. A significant activity in this unit is **sending and receiving correspondence** with
employers, which is vital for keeping them informed about their responsibilities and updates related
to social security contributions. This proactive communication helps in addressing any potential
issues before they escalate.
8
Another key responsibility is dispatching employer files, which involves organizing and
delivering files pertinent to employers’ inquiries or requests. This process is essential for
maintaining a streamlined flow of information and ensuring that employers have access to the data
they need to comply with regulations.

The unit also plays a pivotal role in registering both employers and employees. This process
involves collecting detailed information to create accurate and comprehensive membership records.
Proper registration is critical for the efficient functioning of the social security system, ensuring
that all members can access their benefits without complications. Additionally, the unit is tasked
with registering social health insurance benefits, which involves verifying eligibility and
ensuring that members receive the necessary health coverage, thereby contributing to their overall
well-being.

3. Correspondence and Visitor Support Unit

The Correspondence and Visitor Support Unit is essential for managing communication and
ensuring that visitors receive the assistance they need. One of the primary activities in this unit is
receiving incoming letters, which involves logging and categorizing correspondence to ensure it
reaches the appropriate departments. This meticulous handling of letters is crucial for maintaining
organizational efficiency and ensuring that no important communication is overlooked.

In addition to managing correspondence, this unit is dedicated to providing support to visitors.

This includes greeting visitors, answering their questions, and guiding them through the services
offered by NSSF. Ensuring a positive experience for visitors is vital, as it reflects the organization’s
commitment to customer service and accessibility. This support not only helps visitors navigate the
processes but also enhances their understanding of the benefits available to them, contributing to
overall satisfaction with the services provided by NSSF.

2.2 Tasks and duties/assignments undertaken during the attachment period

2.3 Description of task and duties

Other than attending customers I also performed other related activities within an
organization. The following are the activities preformed during my practical training in the
registration and compliance department, registration of members both employers and
employees, Printing NSSF member ID, scanning document, Lodgement of the Claims,
Manual checking (MC) and File processing, to scan documents, Registering Social Health
Insurance Benefits

2.4. Key achievement during the attachment period

Document Scanning

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One of my primary responsibilities was document scanning, which involved converting physical
documents into digital formats. This task was crucial for ensuring the preservation and accessibility
of important records. I learned how to operate scanning equipment efficiently and categorize
documents for easy retrieval. The process also included quality checks to ensure that scanned
materials were clear and legible. This experience highlighted the importance of digitization in
modern administrative practices, as it not only minimizes physical storage needs but also enhances
the speed and efficiency of information retrieval within the organization.

Printing Employment Certificates

In the course of my training, I assisted in printing employment certificates, which required

meticulous attention to detail. These certificates serve as official documentation for beneficiaries,
validating their employment status for various purposes, such as loan applications or government
services. I learned to follow specific protocols for data entry to ensure that all information was
accurate and up-to-date. This task underscored the significance of precision in administrative duties,
as even minor errors could lead to complications for beneficiaries seeking essential services.

Processing Benefit Payment Files

I was actively involved in processing benefit payment files, a vital aspect of ensuring that members
receive their entitlements in a timely manner. This task involved receiving and organizing incoming
files, verifying the accuracy of the information, and ensuring all necessary documentation was
present. I learned about the critical timelines involved in benefit processing and the impact of
delays on members' trust in the system. This experience impressed upon me the importance of
efficiency and accuracy in financial transactions within social security organizations.

Preparing Store Requests

Another significant responsibility was preparing store requests for necessary supplies. This task
required me to assess the needs of various departments and compile a list of items required for
smooth operations. I learned to communicate effectively with suppliers and manage inventory
levels to prevent shortages. This experience taught me about resource management and the
importance of ensuring that all operational areas have the tools and materials they need to function
effectively, thereby contributing to the overall efficiency of the organization.

Correspondence Management

In the correspondence management role, I engaged in sending and receiving communications with
employers. This task was essential for maintaining clear and open lines of communication. I
learned to draft professional emails and letters, ensuring that all correspondence adhered to
organizational standards. This responsibility sharpened my written communication skills and
emphasized the importance of timely responses in fostering positive relationships with employers.
Effective correspondence is key to addressing concerns and ensuring that all parties are informed
about relevant social security matters.

Dispatching Employer Files

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I was tasked with dispatching employer files, which involved organizing and delivering important
documents related to employer inquiries and requests. This role required a meticulous approach to
ensure that all files were accurately categorized and dispatched to the correct recipients. I
developed an understanding of the importance of maintaining organized records and the role this
plays in effective communication and information flow within the organization. This experience
underscored the need for efficiency and attention to detail in administrative tasks.

Membership Registration

Assisting in membership registration was a significant part of my training. I was involved in

collecting and verifying information for both employers and employees to ensure accurate entry
into the membership database. This task required a keen eye for detail, as any inaccuracies could
lead to complications in accessing benefits. I learned about the importance of thoroughness in data
collection and the impact of accurate records on the overall functionality of the social security
system. This experience highlighted the foundational role that membership registration plays in
providing effective services to beneficiaries.

Registering Social Health Insurance Benefits

I contributed to the process of registering social health insurance benefits, ensuring that eligible
members had access to necessary health coverage. This task involved verifying member eligibility
and collecting relevant documentation. I gained insights into the various types of benefits available
and the criteria for accessing them. This experience emphasized the importance of social health
insurance as a critical component of social security, as it directly affects the well-being of members
and their families.

Receiving Incoming Letters

In the role of receiving incoming letters, I was responsible for logging and categorizing
correspondence that arrived at the NSSF office. This task was vital for maintaining organized
communication within the organization. I learned to prioritize letters based on their urgency and
ensure they were directed to the appropriate departments for action. This experience highlighted the
significance of effective correspondence management in ensuring that no important communication
was overlooked and that all stakeholders received timely responses.

Visitor Support
Finally, I played a role in providing support to visitors at the NSSF office. This included greeting
visitors, answering their questions, and guiding them through the services offered by the
organization. I learned to approach inquiries with professionalism and empathy, ensuring that
visitors felt welcomed and understood. This experience reinforced the importance of customer
service in public institutions and the impact of positive interactions on public perception. By
helping visitors navigate the services available, I contributed to enhancing their overall experience
with NSSF.

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 2.5. New knowledge and skills gained in each of the duties and
Responsibilities assigned.

New knowledge and skills gained in each of the duties and responsibilities assigned are as follows

Document Scanning

Through the task of document scanning, I gained valuable knowledge in digital document
management and the importance of data preservation. I learned to operate various scanning devices
and software, enhancing my technical skills in digitization. Additionally, I developed an
understanding of file organization and categorization, which is crucial for improving accessibility
and retrieval of information within an organization. This experience underscored the significance of
transitioning to digital systems to enhance efficiency in administrative processes.

Printing Employment Certificates

While involved in printing employment certificates, I acquired skills in attention to detail and
quality control. I learned to verify information meticulously to ensure accuracy, which is essential
for maintaining the integrity of official documents. This responsibility taught me the importance of
adhering to organizational protocols and standards in document production, as inaccuracies can
lead to confusion and potential issues for beneficiaries. I also gained insights into the administrative
processes surrounding employment verification.

Processing Benefit Payment Files

In the area of processing benefit payment files, I developed a deeper understanding of financial
management and the importance of accuracy in the handling of sensitive information. I learned how
to conduct systematic checks to ensure all necessary documentation was complete before
processing payments, which improved my analytical skills. This experience highlighted the critical
nature of timely financial transactions in social security and taught me how to manage workflows
effectively to meet strict deadlines.

Enhanced Employer Communication

Through my efforts in enhancing employer communication, I learned valuable skills in professional

correspondence and stakeholder engagement. I developed my written communication abilities by
drafting clear and concise emails and letters, which are essential for maintaining positive
relationships with employers. This responsibility taught me the importance of active listening and
responsiveness, as understanding employer needs is crucial in fostering collaboration. I also gained
insights into the dynamics of employer-employee relationships within the social security context.

Successful Membership Registration

In the process of successful membership registration, I gained knowledge in data collection and
verification processes. I learned how to gather relevant information from employers and employees

12
while ensuring compliance with organizational guidelines. This task improved my attention to
detail and organizational skills, as accurate data entry is vital for maintaining a reliable membership
database. I also developed a greater understanding of the implications of accurate registration on
beneficiaries’ access to social security services.

Positive Visitor Experience

While providing support to visitors, I enhanced my customer service skills and learned the
importance of empathy and effective communication. I developed the ability to address inquiries
promptly and professionally, ensuring that visitors felt valued and informed. This experience taught
me how to manage different personalities and situations, reinforcing the significance of maintaining
a positive public image for the organization. I also learned how to navigate organizational resources
to provide accurate information to visitors.

Organized Correspondence Handling

In managing organized correspondence handling, I gained skills in effective organization and

prioritization. I learned how to categorize incoming letters systematically, which improved my
ability to manage information flow. This responsibility enhanced my time management skills, as I
had to ensure that urgent communications were addressed promptly. I also developed a deeper
appreciation for the role of organized correspondence in facilitating smooth operations and
ensuring that all stakeholders receive timely responses.

2.6. Challenges/problems experienced during the attachment and how

Were handled
In any duty performed, it is clear that there are some challenges or rather shortcomings that
we must encounter when trying to do what we were required. The following are the
challenges that I faced during my PT at NSSF;

a) Handling difficult customers:

It was challenging to handle difficult customers especially those with harsh and
abusive language following delays in paying their benefit. Delays in paying customers
benefits are attributed by failure to bring contribution by employers. It was very
difficult to convince a difficult customer whose benefit is delayed because of
employer’s mistake. Such customers were difficult to handle as some could not and
were not ready to understand disregard less efforts made and approaches to customer
care applied. Handling customers is important in that failure to handle the customer

13
 properly results in employee’s termination of contracts or resignation from
employment.

b) Low level of understanding of members about benefits offered by the Fund: There were
some customers who have no idea of how NSSF works specifically those who have joined
unwillingly due to the company their working into, so it was a bit challenging to explain
each individual customer per day. This has created abuse to the main objective of social
insurance to the members and the public in general. The confusion among social security
insurance schemes and other services such as banking and private/voluntary insurance
scheme have given setback in the efficient administration of NSSF benefit.

c) Inaccuracy of past records:

This led to excessive member’s complaints on underpayment and the loss of Funds
through overpayments or payment from loss account together with the process of
suspense clearance is too slow to meet processing time. This is due to the fact that
Benefits paid today to the member are contributions received in previous years. The
Fund has developed a system that provides its members with their current balances of
credits on annual basis. This system assumes that all contributions were received and
correctly credited respective accounts from which benefits payments are debited,
however in some incidents either part or all the contributions credits were not
received.

d) Attending customers with Inability such as deaf and blind clients:

This was a little bit challenging because there was misunderstanding between I and
customers, so there was some missing information given to the client since I had to
write down in brief for him/her to get the general idea.

How were handled/Solution to the problem faced:

On the problem of handling harsh customers, I tried my level best to make them
understand specifically the withdrawal beneficiary, because the problem with the delay of
their payment is not caused by NSSF rather it is caused by the government, while

14
 amending the security funds into NSSF and PSSSF the withdrawal benefit was also
reformed thus WD beneficiary who have already opened the claim their files remained
pending, for instance, those who opened on January 2018 and 2017 they received
payments on august 2018. So, I insisted the customers to be patient, however, if the
customer is too harsh, I forwarded them to my superior for more clarification.

Teamwork is what I believe on and hence I did not solve all the problems that I
encountered on my own, thus I asked for advice and more clarification from my PT
fellow and NSSF officials where needs be. This could make things even go easier
especially in handling customers with inability.

Finally, I would recommend that the compliance office should provide more clarification
to the new members from the field area of investigation so as to make the customers
aware of how NSSF benefit works, also there should be seminars at least twice in a
month in order to visit the employees direct to their companies to provide the detailed
information about NSSF.

CHAPTER THREE
3.0. Conclusions and Recommendations
3.1 Conclusion
Generally, practical training is a very essential period that students are able to evaluate the
ideas collected from class teachings and its application in practical when handling and
solving various problems. During practical training was able to get the opportunity to see how

15
different units of an organization work and cooperate with each other towards attaining a
common goal.

The following are the general advantages of practical trainings;

Widens our knowledge and gives a clear picture of theoretical teachings with relation to
practical work, Exposure to labour market, Students can be able to create an environment for
getting employed at these organizations through having potential skills and hardworking
spirit, understanding work ethics and relevant contributing factors towards job success and
accomplishment, gaining new skills most especially in using computer packages and software.

Despite of the advantages there are some weaknesses that I was able to identify while at
practical training including; only few theoretical teachings get to be applied at practical
training, Refusal of some staff members to have PT students and poor time scheduling at the
PT.

3.2 Recommendations:
Recommendation concerning improving gaps in theory and practice.
The following is what I would recommend so as to improve the gaps in teaching between
theory and practice;

a) Improvement on Information technology.

This has been a major gap in practical training in such a way that people fail to
present what is taught in theory with technological procedures followed at work. I
would recommend that CBE should establish an idea about relevant technological
packages that may possibly be used at the PT and such packages can be based on
marketing grounds, financing or even accounting.
b) Widening of communication studies.
Communication skills that are provided within the class only cover the literate career
such as communicating with intellectuals, business letters and interview skills while
we forget an important aspect that in real life, we meet not only the elites but also
those that are not literate and disable people, so it may be difficult to communicate
with them properly. I would recommend that sign languages and other skills for
communicating with all kinds of people should be put into consideration.
4.1. Recommendations concerning handling gaps.
a) Working through all departments in the organization.
During practical training period a student should be allowed to work into different
sectors within an organization, this will enable students to become more competent in

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 all the sectors of the organization thus creating an opportunity to cover across all
aspects that are present at the organization. For instance, one can work on marketing
department for two weeks and the coming week on accounting or finance departments.
b) Knowledge to students concerning practical training selection.
Students should be provided with knowledge on how to make a selection of where to
carry their practical studies to reduce theory and practical gaps. Some organizations
do not well fit their class requirements, for instance accounting student going to work
on a company dealing with distribution and logistics which is the basic career for a
marketing student. So, to avoid irrelevancies and gaps between theory and practice,
specific college departments should advise student when making their selections.

REFERENCES
National Social Security Funds (NSSF). (1997-2010: A guide to NSSF.
http://www.nssf.or.tz .

National Social Security Funds (NSSF). (2009): Operations guide.

http://www.nssf.or.tz

MUHUMBIRA, S.S. (2024). Student logbook. Personal document. NSSF.

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APPENDICES

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