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O perations of the Unemployment Insurance Fund

O perations of the Unemployment Insurance Fund. Index. Transformation of the fund – getting the basics right What has the operation being doing As relates to its mandate of servicing public Current and Future actions. Stated purpose/ objective of Fund

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O perations of the Unemployment Insurance Fund

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  1. Operations of the Unemployment Insurance Fund

  2. Index • Transformation of the fund – getting the basics right • What has the operation being doing • As relates to its mandate of servicing public • Current and Future actions

  3. Stated purpose/ objective of Fund Provide effective social safety net to unemployed workers Vision • Values, behaviour and attitudes required to enable vision • Processes and procedures required to support the stated purpose/ objective Process Culture Infrastructure Organisation Human Resources • Support structures & information systems/ technology • People practices, skills & competencies • Structure, roles & organization interfaces In transforming the Fund an holistic approach was adopted

  4. Future state Strategic vision Current state “It is not what the vision is, but what the vision does”. (Peter Senge) Business transformation is a continuous process

  5. Implement new processes • Quick wins :org struct. • Improve service delivery We are we? Future State Organisational re-construction 36 months Realising Build processes Instit. capacity • Re-engineer • Build application • Investigation org struct. • Meet all commitments • to clients • Strengthen capacity • Implemented law • Insolvent-to-solvent • Actuarial assessment • Integration to SARS • Extended coverage Implement law Phase 3 2005-2006 Current State Phase 2 2003-2004 Phase 1 2002-2003

  6. Pillars on which turnaround is based • Information Technology • Revised Legislation • Institutional restructuring Sustainable Fund

  7. Progress with re-structuring Information Technology • Creation of business applications to support business, during the last year the fund was engaged in the development of its new business applications, that is expected to significantly improve the control environment. • In addition to implementing the legislation approved by parliament in 2002, the fund successful extended coverage to all domestic workers in 2003. More than 600 000 domestic employers were registered and more than half a million domestic employees were registered on the funds database. Coverage was also extended to all those employee employed by organs of state that are not defined as officials in terms of the public service regulations. PPP with Siemens Legislative re-structuring UIA 63 of 2002 Institutional restructuring • The Fund continued the process of developing a new blue print for the organisation by negotiating with key stakeholders the mechanics of the new structure. This is intended to transform the organisation to deliver on its mandate of social protection to unemployed workers. UIF world class model

  8. 6,255,000 investments 2,620,052 investments • 2003/2004 R • 2002/2003 • 2001 - 255k deficit Growth in investments 2004/2005 was a challenging year in which the fund continued to lay a firm foundation for future growth.

  9. Benefit Expenditure (R,000) As part of its turnaround the fund was able to contain expenditure inan attempt to return to financial health and create the financial strengthneeded to bring about lasting change. For three quarters of the new financial year this trend sustained improvement has continued.

  10. Growth in Revenue (R,000) 5.06 April 2004-Dec 2004 15 months 4.3 • 2004/2005 4.08 • 2003/2004 • 2002/2003 12 months 2.8 R bn • 2001 • 2000 2.7 Five year revenue growth

  11. Registration of domestic Employers 600 000 domestic employers registered. 495 000 details of employees recorded. Overwhelming Public response to campaign The inclusion of Domestic workers was a World first for the Department. Fax Labour Centres Call Centre Internet

  12. Registration of domestic Employers

  13. Compliance by domestic Employers Of the 529 216 active employers, an estimated 444 303 (84%) employers have sent in their declarations, whilst 84913 (16%) employers have still not sent in their declarations.

  14. Registration of Commercial Employers

  15. Compliance by Commercial Employers Registered SARS active 298 984, not declaring 95557 (32%), declaring 203427(68%) Registered UI active 170 507, not declaring 41799 (24.50%), declaring 128708 (75.50%) Of the 469491 active employers, 332135 (71%) have sent in declarations whilst 169 879(29%) have still not sent in their declarations.

  16. Claims Processing for Jan 2005 A total of 52957 claims were received in January 2005, 44048 were finalised. Claims in process of being finalised for the month is therefore 8909.The value of the overpayments raised represents 0.91% of the benefits paid. With reference to processing volumes, 5 centres make up almost 56.43% of the total claims processed; these are KwaZulu Natal with 15.99%, Western Cape with 9.72%, Gauteng South with 11.58%, Germiston with 8.38% and Free State with 6.8%.

  17. Trend of claim payments

  18. Number of payment by benefit type

  19. Processing of domestic claims per region showing movement from December 2004 to January 2005

  20. Domestic Amount paid per region showing movement from December 2004 to January 2005

  21. Turnaround time for claims processing in 2003

  22. Turnaround time for claims processing in 2004

  23. Performance against Key performance Indicator

  24. How have we performed?

  25. Call centre trends

  26. UIF CALL CENTRE

  27. INCREASING FOCUS ON SERVICE DELIVERY Registration of employer, declaration of employees, payment of contributions, Claims Application response Channels New UIF Business Process • Call Centre • Employer wishes to • Register • Employer wishes to • Declare employees • Unemployed worker • wishes to claim Tel UI 54 E-mail Fax Post UI 32 / 33 a Call in Employer/Employee Databases are updated Notice of Amended details Access Siyaya Agent Client Correspondence Database Receipt issued From AR Labour centre official Walk-In Full audit trail of user actions Self-help WWW Exception reports For risk management

  28. High level Siyaya work flow

  29. Adjudication of claim employee on database Application response Channels New UIF Business Process Enters id Number into Siyaya, system Search's for previous claim If the client is found on the Database, a claim can be registered Pay schedule Access Siyaya Client Correspondence Database Siyaya requests clerk to verify tombstone details Once verified, Siyaya applies Business rules Claim approved based on Declaration or rejected If approved Siyaya prints pay dates as per schedule or if rejected refusal notice Labour centre official Walk-In Refusal notice Full audit trail of user actions Exception reports For risk management

  30. Future work Programme • Grow database • Implement CRM • Operationalise SIYAYA • Improve service delivery • Communication and education April 2006 100% of all approved claims are paid within 28 days April 2006 • Crm upgraded customer care line April 2006 April 2005 Siyaya operational 80% of registered employers submit their declarations April 2006 100% of benefit claims are paid Electronically utilising Mzansi and Teba bank channels Way forward 2005-2006

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