By James Mutua
The TelPosta Pension Scheme (TPS) has rolled out a refreshed brand identity alongside a nationwide Member Education initiative, marking a broader transformation aimed at enhancing transparency, improving service delivery, and strengthening engagement with its members.
The initiative was officially launched in Nairobi, where Chairman of the Board of Trustees, Julius Cheptiony, said it reflects a renewed focus on listening to members, boosting accountability, and fostering stronger relationships with pensioners and deferred members across the country.
“These forums signal a fresh commitment to our members. We want them to fully understand their benefits, how the Scheme operates, and the measures in place to improve service delivery and ensure long-term sustainability,” said Cheptiony.
“They also provide a platform for members to directly share their experiences and expectations with the trustees and management.”
As part of the transformation, the Scheme introduced a new brand identity anchored on the tagline “Tuko Nanyi: Tunawajali,” underscoring its dedication to being present, responsive, and caring toward members. This is supported by a renewed set of core values, Member-Centricity, Accountability, and Inclusivity, which will guide its operations and stakeholder engagement.
According to the Scheme’s Administrator and Trust Secretary, Peter Rotich, the rebrand goes beyond visual changes, representing a deeper cultural shift toward a more responsive and member-focused approach.
“Through this enhanced service culture, we are prioritizing faster response times to member inquiries, clearer communication on benefits and processes, and more accessible customer support channels,” he said.
He added that staff training is also being strengthened to ensure members receive timely, professional, and empathetic support whenever they seek assistance.
Additionally, the Scheme is upgrading its internal systems and operational processes to boost efficiency in benefit processing, record management, and communication with members. These changes are expected to shorten processing timelines while reinforcing transparency and accountability in pension administration.
The nationwide Member Education Forums will be conducted across key regions including Kisumu, Eldoret, Nakuru, Nyeri, Machakos, and Mombasa. The sessions will offer updates on pension payments, investment performance, property portfolio management, and strategies aimed at securing the Scheme’s long-term sustainability.
The initiative follows a comprehensive member survey and benchmarking exercise that highlighted the need for improved communication, quicker benefit processing, and better access to Scheme services.
“Behind every pension payment is a household that relies on it,” Cheptiony added. “Our duty is to serve our members with professionalism, efficiency, and respect, while safeguarding the Scheme’s long-term sustainability.”
