1 / 14

Yassir BELRHITI – 25 June 2013 Director of support

RCAR (Régime Collectif d’Allocation de retraite) The use of ICT to provide citizens with greater access to information. Yassir BELRHITI – 25 June 2013 Director of support. Our model of excellence.

kenley
Download Presentation

Yassir BELRHITI – 25 June 2013 Director of support

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. RCAR (Régime Collectif d’Allocation de retraite)The use of ICT to provide citizens with greater access to information Yassir BELRHITI – 25 June 2013 Director of support

  2. Our model of excellence • To achieve its mission and vision, RCAR launched a major project to upgrade its management system based on a built internally model of excellence. • Total Quality Management (TQM) has been the basis for our model of excellence. • Our standards for our model of excellence have been taken from the American prize of BALDRIGE, ISO 9001 V2008 and FDX 50 standards - supplemented by the COBIT, ITIL, CMMI and PMBOK.

  3. 1-Process identification 2-Process description 3-Process monitoring 4- Process improvement Business Process Management

  4. Our strategicalignmentapproach for the IS June 2012 Budget Load Completion Progress Initial state 12061180 4399 790 23% Expected state 42% 38% 66% 47% Current state 33% 29% 61% 38% Sate time 98,7% 99,2% 99% 100% • Contribute to the welfare of the Moroccan citizen by participating in economic, social and human development of our country through a modern and efficient management of provident and pension schemes Reason for being • To become the reference manager of the provident and pension schemes in MEA region Vision PS1. Play a major role in the provident sector PS2. Continue to satisfy and exceed the expectations of stakeholders (Clients, Employees, Suppliers, Community) PS3. Consolidate the financial situation of managed funds and schemes PS4. Optimize management resources PS1.1 Manage on behalf of the State public pillar of the target retirement • PS2.1 Achieve a satisfaction rate of 90% for RCAR Clients • PS4.1Improving Management Ratios : FG / (Recoveries + Services) <2% FG / Reserves <0.12% CNQ / GFR <10%

  5. Virtualized customer services • Downloading and printing all RCAR official documents (pension certificates, affiliation certificate) • Making appointments with account manager • Updating client situation • Remote services • Remote processing • Tracking cases progress • Financial situations • Simulations with projection • Remotedeclarations • Access to electronic data management (eEDM) • EDI B2B • Claim management & claim monitoring

  6. Integrated complaints workflow

  7. Whistle-blowing promotion of opaque behaviors 1. Writtendetailed description of situation Whistle-blower 2. Admissibility and confidentialityinsurance Compliance & ethicsdepartment Inspection & audit department 3. Investigation 4. Follow-up Top Management Compliance & ethicsdepartment 5. Feedback 6. Answer (possibly) Whistle-blower

  8. SMS Service Allow clients (retired and affiliates) to receive notification messages (pension transfers) and reminders (need of administrative papers) Interactive terminal democratizing access to WEB services e-services allow clients to remotely do administrative procedures The diversity of communication channels

  9. Mobile services Open access at any time in any place Social networks Increasingly strong presence on social networks The diversity of communication channels

  10. ICT benefits seen by all stakeholders • Thanks to ICT ourprocesseswere made paperless and … • accelerated • transparent • traceable • more flexible • more secure • integrated

  11. Return on investment

  12. Customer needs collection through surveys

  13. Key success factors • The sustained commitment of our top management • A strong leadership • Realistic strategic planning over the medium-term and long-term • Customer-oriented e-gov services • A mixed, intelligent adoption & integration of IT governance standards (ITIL, COBIT, CMMI, PMBOK) • The adoption of mature and sustainable technologies • A management of programs based on performance • SMART objectives • A clear & accepted system for measuring performance (KPI) • Designation of a PMO in charge of measuring the performance

  14. THANK YOU

More Related