“Achieving 100% is very satisfying especially during one of the busiest times of the year.  This achievement has significantly enhanced our stakeholders’ peace of mind, strengthened their confidence and greatly improved the overall client experience.” Sumaira Khan, Human Resources Officer, National Staff Service Line (NSSL)

The NSSL at the Regional Service Centre Entebbe (RSCE) has achieved a significant milestone by meeting 100% of its Key Performance Indicators (KPIs) for the reporting period. This accomplishment, realized during one of the busiest times of the year, reflects the team’s unwavering commitment to client service and operational excellence.

Serving over 4,300 locally recruited staff across 16 missions, NSSL has the highest number of clients at the Centre. Its achievement not only demonstrates internal efficiency but also enhances the overall client experience. With a client satisfaction rating of 82.3%, the team’s performance has strengthened stakeholder confidence and reinforced RSCE’s reputation as a Centre of Excellence in shared services supporting peace in Africa.

“This is more than just a number, it’s a testament to the dedication, collaboration, and client-first mindset that defines the NSSL team,” said Jacqueline Greene, Service Delivery Manager (SDM) for Benefits and Payroll. “Achieving 100% of KPIs is a proud moment for us and a clear indicator that we are on the right path toward our ISO 9001:2015 certification goals.”

Among the most challenging KPIs was the timely processing of staff separations. This process is highly dependent on external factors like the staff member and the mission completing their parts of the workflow. Delays at any point disrupt the timeline, making it difficult for NSSL to meet its targets. To overcome this, the team implemented weekly monitoring, strengthened coordination with mission focal points, and introduced proactive audit reviews to flag potential delays early.

Operational strategies such as continuous monitoring, proactive reporting, and seamless collaboration between HR and Finance teams played a pivotal role in clearing all pending queries. The team also leveraged predictive tools like retirement tracking reports to anticipate and resolve issues before they escalate.

“Our success is rooted in a culture of continuous learning and mutual support,” said Ms. Khan. “We believe in sharing knowledge, supporting each other across portfolios, and staying updated with policies and procedures. This culture enables us to deliver quality service and meet our goals consistently.”

“Acknowledging and celebrating outstanding performance plays a vital role in inspiring NSSL team members and reinforcing the positive behaviors that drive success. This approach helps us maintain high standards and achieve lasting results” added Ms. Aziza Haque, Finance Officer NSSL.

Looking ahead, the team plans to sustain this level of performance by deepening client engagement and sharing best practices across other service lines. As RSCE continues its journey toward becoming a certified Centre of Excellence, the NSSL’s achievement stands as a model of what’s possible through teamwork, innovation, and a relentless focus on quality.

“I’m incredibly proud of the National Staff Service Line’s achievement in reaching 100% of their KPIs this quarter. This level of performance is not only a reflection of their dedication and teamwork, but also a benchmark for excellence across RSCE. We’re actively reviewing what worked well for NSSL so we can replicate and scale these practices across other service lines. Our goal is to build a united, high-performing section that consistently meets and exceeds our service delivery standards.” Said Ms. Greene