ABSTRACT
Better promotion and improved incentives for POP-SPs will increase NPS membership. However, better business processes, especially improved use of information technology (IT), will be needed to make the NPS a trusted brand. As part of the technical assistance that is the backdrop to this book, the administrative and IT systems currently implemented in the POP-SPs to support the operation of the NPS were assessed. The key fi nding is that the established systems and processes rely too heavily on manual activities. From initial customer contact, the business process chain is characterized by manual record-entry and physical registers. As the system grows, so too will the number of human errors experienced. Current practices are therefore not sustainable as the system expands. Overloading the POP-SP network in its current state could result in a public relations fi asco. New business processes, together with their software requirements, are suggested in this chapter.
