The National Pension Commission (PenCom) says it is implementing reforms to improve pension administration, expand coverage and make services more responsive to contributors and retirees.
Omolola Oloworaran, director-general of PenCom, disclosed this on Tuesday at the 2026 Customer Service Week in Abuja.
Oloworaran, who was represented by Abdulrahman Saleem, head of the commission’s Surveillance Department, said the reforms were part of its efforts to ensure that Nigerians had access to a secure and dignified retirement.
She said PenCom’s customer service theme, “Extra Mile”, reflected its commitment to service excellence and strengthening trust among contributors, retirees, pension operators, employers and other stakeholders.
“Our duty is to ensure that we justify that trust through efficiency, transparency and responsiveness to those we serve,” she said.
Oloworaran said the commission had introduced Pension 2.0, a new phase of pension administration focused on innovation, inclusion and integrity.
She described the initiative as a step towards modernising the pension industry and improving the experience of pension customers.
According to her, PenCom has introduced several regulatory instruments under Pension 2.0 to address emerging needs in the industry.
One of the measures is a guideline for the administration of Retirement Savings Accounts (RSAs) in foreign currency, which she said would enable Nigerians living abroad to participate in the Contributory Pension Scheme (CPS).
She said the guideline would make the pension system more responsive to the realities of a global workforce and expand pension inclusion among Nigerians in the diaspora.
PenCom targets informal workers
Oloworaran also highlighted the guideline on the Personal Pension Plan (PPP), which is designed to bring self-employed people and workers in the informal sector into the pension system.
She said the initiative would address barriers that had kept many workers outside formal pension arrangements and enable them to build retirement savings.
“PenCom had also developed the framework for the engagement of accredited pension agents to expand pension services nationwide,” she said.
According to her, the agents would help market and sell the PPP to underserved communities and individuals.
The commission has also issued revised corporate governance guidelines for licensed pension fund operators to strengthen accountability, transparency and ethical conduct in the industry.
Oloworaran said PenCom’s recapitalisation requirement for pension fund operators would further strengthen the financial resilience of the industry and safeguard pension assets.
She said the reforms were intended to create a stable, efficient and competitive pension industry while improving public confidence in the system.
“Pension 2.0 is not merely about reform, it is about transforming the customer experience,” she said.
Oloworaran said PenCom was committed to ensuring that contributors could access their RSAs seamlessly and promptly.
She added that employers would benefit from simpler and more transparent compliance processes.
“Effective service delivery remains the cornerstone of public trust, and PenCom is committed to strengthening its service culture.
“The commission will promote open communication and enhance digital platforms through which contributors and retirees interact with the pension system,” she said.
Helen Lawal, acting national coordinator and chief executive officer of SERVICOM, urged pension agencies to prioritise exceptional service delivery.
Lawal, represented by Sesugh Duruba, a SERVICOM desk officer, urged frontline staff to demonstrate empathy, professionalism, responsiveness and accountability when handling customers’ complaints.
She also encouraged staff to anticipate customers’ needs, provide timely follow-up and work across departments to remove service-delivery bottlenecks.
Lawal said excellent customer service required teamwork, innovation and continuous improvement, rather than individual efforts.
She urged PenCom staff to make going the extra mile a daily practice rather than an activity limited to Customer Service Week.
Sylva Nwaiwu, national chairman of the Nigeria Union of Pensioners, Contributory Pension Scheme Sector (NUPCPS), commended PenCom for its efforts to improve customer service and pension administration.
Nwaiwu said the initiative had provided an avenue for retirees, contributors, pension fund administrators and other stakeholders to raise and resolve complaints.
He said improved customer service was essential to rebuilding confidence in Nigeria’s pension industry.
Nwaiwu cited the payment of pension increase backlogs dating to 2007, regular payment of accrued pension rights, periodic pension enhancements, the PENCARE healthcare initiative and expansion of micro-pension coverage as notable developments under the CPS.
He called for stronger collaboration between PenCom and pensioners to address remaining challenges in the pension scheme.
