23 Mar 2026

The Botswana Public Officers Pension Fund (BPOPF) has unveiled an ambitious plan to improve service delivery, accelerate benefit payments and deepen digital transformation, as it moves to enhance member experience and accountability.

Addressing a press conference in Gaborone recently, BPOPF acting chief executive officer, Ms Kwenantle Otukile said the fund was placing service efficiency at the centre of its 2026–2027 strategic priorities. Ms Otukile said whilst investment performance remained important, timely access to benefits was the ultimate test of the BPOPF’s effectiveness.

“At the end of the day, no matter how strong our investment returns are, if we are not able to provide members with their benefits on time, then we would not have achieved what truly matters,” she said.

She revealed that the fund had already made progress in strengthening internal processes, achieving a service performance score of 97.76 per cent as at December 2025, which was well above its internal standards. However, the BPOPF acting CEO acknowledged that improving turnaround times for benefit payments remained a key focus area for the year ahead.

She said the fund was also accelerating its digital transformation programme to improve efficiency and member engagement. That, she said included the rollout of a mobile application, an online projection tool and plans to expand self-service platforms, such as chatbots and electronic Know Your Customer (eKYC) systems. Ms Otukile said such tools were designed to give members greater visibility over their retirement savings and enable them to make informed decisions about their pensions.

 “We want our members to actively participate in decisions about their retirement benefits, both in the short and long term,” she added.

Again, she said BPOPF was expanding its financial literacy and member education initiatives through digital and social platforms, webinars and outreach programmes aimed at improving understanding of pension matters. Beyond service delivery, she said the fund was also strengthening its investment strategy to ensure long-term resilience.

Ms Otukile noted that BPOPF would continue diversifying its portfolio to manage risk and capture opportunities, whilst increasing allocation to domestic assets in line with both strategic objectives and regulatory requirements. Additionally, she said the fund would also maintain its focus on developing local asset management capacity through its incubation programme, which supported emerging Botswana-based investment managers.

On governance, Ms Otukile said BPOPF was committed to maintaining high standards by aligning with international best practices, strengthening internal controls and enhancing risk management and actuarial oversight.

She added that Environmental, Social and Governance (ESG) considerations would remain a central part of investment decision-making, with the fund seeking to balance financial returns with sustainable and socially responsible outcomes.

The fund, she said would also continue to invest in technology and infrastructure to ensure seamless service delivery and improved data accuracy. She emphasised that enhancing member value and experience remained the cornerstone of BPOPF’s operations, with all strategic initiatives aligned to delivering sustainable and long-term benefits.

Meanwhile, BPOPF member benefits director, Ms Mercy Robinson, outlined key factors behind delays in processing pension benefits, noting that tax compliance issues remained a major constraint. Ms Robinson said a number of claims were delayed because members had not filed their tax returns with the Botswana Unified Revenue Service (BURS), a requirement before benefits could be paid.

“As a Fund, we cannot proceed with payments where tax obligations have not been met. There are cases currently pending with BURS due to outstanding tax returns,” she said.

To address that, she said the fund had intensified member education efforts in collaboration with BURS, including direct engagement with affected members and public awareness campaigns through traditional and digital platforms. She also pointed to data discrepancies between the fund and employers as another source of delays.

“All claims must undergo a reconciliation process, and where inconsistencies arise, employers must be engaged before payments can be finalised,” she said.

To resolve that, she said BPOPF was undertaking a comprehensive data cleansing exercise, with about 25 per cent of member records already reviewed and corrected. In addition, Ms Robinson said disputes over beneficiaries, particularly in death benefit cases continued to delay payments, as the fund could not proceed until rightful beneficiaries were determined.

“In such cases, we engage families and guide them through the appropriate processes, including hearings where necessary, to ensure fairness and transparency,” she added. While such challenges affected turnaround times, she also emphasised that the fund was committed to improving efficiency, whilst ensuring that all payments were processed accurately, fairly and in line with legal requirements. BOPA