TelPosta Rolls Out Nationwide Pension Forums In Major Service Overhaul
Established in 1997, the Scheme manages retirement benefits for former employees of EAPTC, KPTC, Telkom Kenya, Postal Corporation, and Communications Authority, operating as a closed defined benefit plan focused on long term financial security.
By Suleiman Mbatiah
Thousands of pensioners are set to benefit from improved services and clearer communication after TelPosta Pension Scheme rolled out a nationwide member engagement program alongside a comprehensive rebranding initiative.
The initiative, launched in Nairobi, will be implemented across Kisumu, Eldoret, Nakuru, Nyeri, Machakos, and Mombasa, targeting pensioners and deferred members with structured forums designed to improve understanding of benefits and scheme operations.
The sessions will provide updates on pension payments, investment performance, property portfolio management, and long term sustainability strategies, reflecting a broader institutional shift toward transparency, accountability, and improved service delivery for members nationwide.
“These forums mark the beginning of a renewed commitment to our members. We want to ensure that they clearly understand their benefits, how the Scheme is managed, and the steps we are taking to strengthen service delivery and long-term sustainability,” said Peter Rotich.
The programme also creates a structured platform for members to directly engage trustees and management, enabling feedback on service delivery while strengthening relationships with pensioners and deferred members across different regions of the country.
As part of the transformation, the Scheme has introduced a refreshed brand identity under the tagline Tuko Nanyi Tunawajali, anchored on core values of member centricity, accountability, and inclusivity in its operations.
“Under the improved service culture, the Scheme is placing greater emphasis on faster response times to member inquiries, clearer communication about benefits and processes, and more accessible customer support channels,” Rotich said.
The rebranding reflects a broader cultural shift within the organization toward a more responsive and member focused approach, supported by enhanced staff training to ensure timely, professional, and empathetic assistance for members seeking services.
In addition, the Scheme is modernizing internal systems and operational processes to improve efficiency in benefit processing, record management, and communication, with expected reductions in processing timelines and improved transparency in pension administration.
The initiative follows a comprehensive member survey and benchmarking exercise that identified gaps in communication, delays in benefit processing, and limited accessibility to services, prompting reforms aimed at strengthening overall service delivery.
“Behind every pension payment is a household that depends on it. Our responsibility is to serve our members with professionalism, efficiency, and respect while safeguarding the long-term sustainability of the Scheme,” Rotich said.
Established in 1997, the Scheme manages retirement benefits for former employees of EAPTC, KPTC, Telkom Kenya, Postal Corporation, and Communications Authority, operating as a closed defined benefit plan focused on long term financial security.
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