Examining the Benefits and Challenges Associated with the Use of the Mobile Renewal Service in Ghana

Abstract

This paper presents the findings of a study that examined the benefits and problems related with subscribers’ use of the Mobile Renewal Service (MRS) technology launched by the National Health Insurance Scheme in Ghana. The study adopted a descriptive survey method where questionnaires were administered to 500 respondents in 11 Districts of the Northern Region of Ghana. The study reveals the benefits associated with the use of the Mobile Renewal Service as: significant reduction in the time for renewal, which respondents agreed that NHIS members are able to renew without incurring travel costs and that this directly translates into monetary savings as a result of the implementation of the mobile renewal service. The study further revealed: Lack of user understanding of steps involved in using MRS; Mobile network challenges in renewing premium; Subscriber resistance to switch from manual renewal method to mobile renewal service mode; and Lack of knowledge and skills on how to use MRS as challenges Subscribers face in using the Mobile Renewal Service.