Reimagining Pension Disbursement in Zambia: Stakeholder-Proposed Reforms for Enhancing Effectiveness at NAPSA

Abstract

Pension disbursement systems in Sub-Saharan Africa, including Zambia’s National Pension Scheme Authority (NAPSA), face persistent challenges related to timeliness, adequacy, and equitable service delivery. This article synthesises stakeholder-proposed reforms aimed at enhancing the effectiveness of pension benefit disbursement at NAPSA. Employing a systematic review guided by PRISMA methodology and thematic analysis of peer-reviewed studies, policy documents, and institutional reports from 2010 to 2024, five critical reform pillars emerge: legislative realignment, digital transformation and ICT integration, inclusive stakeholder engagement, financial sustainability, and benefit adequacy. Stakeholder consultations reveal strong consensus on the need for reforms that balance financial viability with pensioner protection, yet empirical evaluations remain limited. Drawing on Institutional Theory, the Technology Acceptance Model, and Systems Theory, this study highlights how regulatory constraints, technology adoption, and systemic interdependence jointly shape pension delivery effectiveness. Institutional Theory explains how outdated norms and bureaucratic inertia hinder responsiveness, while TAM underscores the role of user perceptions in digital uptake. Systems Theory adds that pension administration functions as an interconnected system where failures in one component, such as ICT or policy, can compromise the entire process. The article argues for a holistic, multi-dimensional reform approach grounded in stakeholder participation and sustainable governance to ensure timely, accessible, and equitable pensions. It concludes by recommending longitudinal research to assess reform outcomes and align NAPSA’s practices with global social protection standards.