NIS marks 56th anniversary with major service improvements; Minister urges greater efficiency and digital transformation

The National Insurance Scheme (NIS) has recorded notable improvements in its service delivery over recent years but continues to be urged to increase efficiency and fully embrace digital transformation.

During the organisation’s 56th anniversary celebrations held at the Arthur Chung Convention Centre on Monday, Chairman of the Board of Directors, Ramesh Persaud, acknowledged the progress made but called for accelerated modernization.

“The environment around us is demanding changes that are far superior than we are capable of offering,” he said.

Persaud noted that the NIS has made significant strides, reducing the number of outstanding claims from nearly 15,000 six years ago to fewer than 2,000 today. He also reported that the institution’s claim processing rate has increased from approximately 5,000 per month to more than 20,000.

Emphasising the importance of digitisation, Persaud urged the NIS to move towards 100 percent online transactions to improve public accessibility and efficiency.

General Manager Holly Greaves highlighted the organisation’s resilience over the decades, noting that it has adapted to legislative reforms and societal changes while staying true to its mission.

“We are strengthening systems and working to make our services more accessible and responsive to the needs of the modern population,” she said.

Senior Minister in the Office of the President with responsibility for Finance, Dr. Ashni Singh, commended the NIS for its growth but also called for enhanced service delivery and user-friendly systems.

“If we look at the number of active contributors, you see very dramatic expansion in recent years with mass expansion and growth of the Guyanese economy,” Dr. Singh stated.

He pointed out that the number of active contributors grew from 184,928 in August 2020 to 253,489 by August 2025.

Dr. Singh also revealed that of the nearly 60,000 pensioners under the NIS, about 20,000 now receive payments directly into their bank accounts—a development he encouraged the institution to expand through greater use of digital solutions.

Underscoring the need for improved customer service, Dr. Singh issued a direct appeal to NIS staff.

“You are on the front line. You are dealing with citizens. You have a duty to provide a service to the people of Guyana who come into an NIS office. And it is not good enough to have people waiting, to have them running from one office to another, to have them turned away for some spurious reason,” he said.

Dr. Singh further urged the NIS to develop concrete recommendations for improvement, stressing that efficiency, technology, and citizen-centred service must remain top priorities as the institution continues to evolve.