NAPSA’s iCARE Platform Set to Launch 16th June Replacing eNAPSA Pension Services in Zambia?
By Lensesview | Tech & Governance | 30 May 2025
The National Pension Scheme Authority (NAPSA) is set to launch a new digital platform—iCARE—on Monday, 16th June 2025, replacing the current eNAPSA system. This announcement was made through their official Facebook page with the promise of a system that is “smarter, faster, and more secure.”
“A new era in digital pension services is coming. Get ready for something smarter, faster, and more secure. Get ready for ICARE, our new online platform.” — NAPSA
This digital transformation signals NAPSA’s continued effort to modernize pension services and improve accessibility for contributors and beneficiaries. The current eNAPSA platform, though a significant improvement over manual processes that were done over 2 decades since NAPSA was established, has often drawn criticism from users facing frustrating delays and system inefficiencies.
To register for eNAPSA, services follow https://enapsa.napsa.co.zm/
To claim for NAPSA Lumpsum, follow the official link https://eservices-member.napsa.co.zm/
Public Frustration with eNAPSA
Over the past year, beneficiaries have taken to social media to voice their dissatisfaction with the existing system:
- Festus Chabala complained: “On beneficiaries, you have added wrong names in my account.”
- Kunda Gibz expressed disappointment: “Your processes are so draining, kindly change a few things… Just an NRC verification should take a month? I had a very bad experience.”
- Philip Tapps added: “NAPSA, your call center is terrible. Calls are literally never answered.”
These experiences paint a clear picture of the areas in urgent need of reform: customer service responsiveness, data accuracy, and faster turnaround times for basic verifications.
Can iCare Deliver?
While the full details of the iCare system have not yet been disclosed, the branding and messaging suggest a renewed focus on user experience, efficiency, and security. If successful, iCare could streamline pension claims, provide quicker document processing, and perhaps most importantly, bring clarity and confidence to beneficiaries.
With a launch date just around the corner, expectations are high. Beneficiaries and contributors alike are hopeful that this platform won’t just be a digital facelift but a genuine transformation in service delivery.
iCARE System Transition Summary
The new iCARE system will replace the current eNAPSA platform, offering a more user-friendly interface, faster processing of contributions and benefits, and improved support.
Employers are urged to ensure the following before the Go-Live date:
- Employee KYC details (Names and Date of Birth) must match National Registration Cards to avoid return rejections.
- Payment providers (banks or mobile operators) must be certified and integrated with iCARE. Currently certified providers include Absa, eGate (543 Konse Konse), Indo Zambia, ZANACO, FCB, and Stanbic.
- Ensure your business/entity KYC information is up to date.
- Super user and data user contact details (email and phone) must be active to receive OTPs.
What to Watch For
As the iCARE system goes live:
- Will user data be migrated correctly and seamlessly?
- Can iCare handle high traffic volumes?
- Is there a better resolution process for errors and inquiries?
- How responsive will NAPSA be to user feedback this time?
At Lensesview, we’ll be monitoring the rollout and gathering user experiences as they unfold.
Are you a NAPSA contributor or beneficiary? Have you experienced challenges with the current system, or are you hopeful about iCare? Let us know in the comments below.