IMPROVING SERVICE DELIVERY THROUGH MOBILE ICT SOLUTIONS

1. IMPROVING SERVICE DELIVERY THROUGH MOBILE ICT SOLUTIONS GPG MINI ICT SUMMIT Mobility in Government Walter Baloyi, GPAA Senior Manager: ICT Applications Services

2. BACKGROUND • CONCLUDING REMARKS • SOLUTIONS AND PROCESS OVERVIEW • HOW DOES IT WORK • END/Q&A • OPERATIONAL CHALLENGES AGENDA

3. BACKGROUND Who is GPAA: • The Government Pensions Administration Agency (GPAA) was formed through the amendment of the Public Service Act by the Minister of Finance (Now GPAA’s Executive Authority) on 01 April 2010. The amendment resulted in the separation of the management of the Fund by the Government Employees Pension Fund (GEPF) from the administration of pension operations by a newly created Government Pension Administration Agency (GPAA). GPAA’s mandate: • To administer Fund 96 pension & resignation benefits, post retirement medical benefits, military pensions & medical benefits, special pensions, injuries on duty (IOD) and other special programme 1 pensions (products) on behalf of the Government Employees Pension Fund (GEPF) and National Treasury (NT).

4. BACKGROUND The GPAA’s Operational Responsibility: • The GPAA’s administers: • 320 employers : Government departments and associated institutions. • 1,265 mill active members : Contributing monthly towards pension benefits. • 339k+ beneficiaries : Pensioners, Spouse pensioners, Orphans and other beneficiaries. • 151k+ members in GPG : The GPG accounts for more then10% of GEPF membership The GPAA’s Operational Capacity: • 1k+ Employees :Core and Support processes. • 6 Core Processes: Admissions, Contributions, Member & Pensioner Maintenance, Program 1 & Client Relationship Management (Call Centre & Branch Offices). • 13 Branch Offices : At least one in each province including one in JHB & one in Pretoria. • 1 Call Centre : Centralised at the GPAA offices in Pretoria. • 11 Mobile Offices : New operational capability with 2 units in EC & KZN and 1 in all other provinces

5. OPERATIONAL CHALLENGES Key Challenges: • Continuing to be an internally focused organisation despite efforts to reach out to its contributor, member and beneficiary base; • Operational inefficiencies as a result of manual processes and inefficient capacity allocations; and • Ineffective technology support and integration. • Limited understanding of pension process requirements by the employer HR department. • Limited understanding of pension benefits and processes by GEPF members. • In accessibility and responsiveness to customer needs.

6. SOLUTIONS To address its operational challenges the GPAA embarked on a Modernization program through which people, process & technology based solutions, and projects were designed to implement the following two Mobile Solutions: GEPFOnline (https://online.gepf.gov.za): A web based application for the submission of benefit application forms together with their supporting documentation. Mobile Offices: Fully integrated mobile units geared towards offering GPAA services in remote (rural) locations

7. PROCESS OVERVIEW: GEPFOnline Rejection Approved EMPLOYEE Capturer (e.g. HR Officer/Practitioner) GPAA Supervisor: Confirm Rejection • Collect required documentation • Login to GEPF Online application • View and update Employee Information on electronic Z102 • Scan and upload supporting documentation • Apply corrections where indicated • Pend an application for required details • Submit Z102 for approval • View details of submitted applications Notice of Termination of Service Verifier (e.g. HR Supervisor/ASD) Rejected Rejection NOT Approved Rejected • Login to GEPF Online application • View Employee Information on electronic Z102 with attachments • Approve/Reject application • View details of submitted applications GPAA Admin: Verify Submission Approved SMS Message to Member. Tax Directive Approved / Declined SMS Message to Member. Application initiated. SMS Message to Member. Application Received at GPAA. SMS Message to Member. Application Rejected Approved Rejection Notification e-Mail to Employer Forward to Benefits Processing 1 2 3 4

8. GEPFOnline Benefits Some of the key & immediate benefits include: Significantly reduced capturing and verification effort & time on each withdrawal case. Reduced Turn Around Time from submission to payment of benefits. Reduced number of rejections from GPAA back to the employer as a result of built in validations. Increased accuracy of payments. Ease of monitoring & reporting per department and per employee. Manual Cases TaT Captured to Paid: Unknown days TaTReceived to Paid: 48 days TaT Exit to Paid: 542 days TaT Captured to Paid: 38.2 days TaT Received – Paid: 19.3 days TaT Exit to Paid: 237.7 days GEPFOnline Cases

9. PROCESS OVERVIEW: Mobile Offices VISITORS MOBILE OFFICE BRANCH OFFICE COMPLEX QUERIES • Pensioners • Members • Beneficiary BACK OFFICE • QUERY TYPES: • Update of profile • Updating of beneficiaries • Change of address • Confirmation of service date • Update of personal information • Follow Up • Follow up on claims • Advice Request • Information about how to apply/qualify for spouse’s pension • Service Request • Preliminary calculations • Funeral benefit • Death cases not claimed. • Divorce cases SIMPLE QUERIES SME • CORRESPONDENCE • CORRESPONDENCE QUALITY CONTROL DOCUMENT MANAGEMENT SYSTEM WORKFLOW CORE PENSION SYSTEM MANAGEMENT INFORMATION SYSYTEM

10. Mobile Offices Benefits Some of the key & immediate benefits include: • The mobile offices enabled GPAA to gain area and client knowledge that in turn exposed gaps in the current coverage. • They allowed us to reach more clients than we would otherwise be able to reach with our current regional offices • Assisted with data clean up as a result of our top queries being WP1002 and Z864 • Increased awareness of GPAA to our clients and communities • Improved GPAA’s reputation as a caring organization • Enabled reactivation of suspended Life Certificates and benefits

11. HOW DOES IT WORK

12. CONCLUDING REMARKS Gartner’s top 10 strategic technologies for 2013 • Mobile devices battles • Mobile application and HTML5 • Personal Cloud • Internet of things • Hybrid IT and cloud computing • Strategic big data • Actionable analytics • Mainstream in-memory computing • Integrated ecosystems • Enterprise app stores

13. enquiries@gepf.co.zaGEPFOnline@gepf.co.za END / Q&A