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IMPROVING SERVICE DELIVERY THROUGH
MOBILE ICT SOLUTIONSGPG MINI ICT SUMMIT
Mobility in Government
Walter Baloyi, GPAA Senior Manager: ICT Applications Services
AGENDABACKGROUND
CONCLUDING REMARKS
END/Q&A
OPERATIONAL CHALLENGES
SOLUTIONS AND PROCESS OVERVIEW
HOW DOES IT WORK
BACKGROUND
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).
GPAA’s mandate:
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).
Who is GPAA:
BACKGROUND
• 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
The GPAA’s Operational Capacity:
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 Responsibility:
5
OPERATIONAL CHALLENGES
1. Continuing to be an internally focused organisation despite efforts to reach out to its contributor, member and beneficiary base;
2. Operational inefficiencies as a result of manual processes and inefficient capacity allocations; and
3. Ineffective technology support and integration.4. Limited understanding of pension process requirements by the
employer HR department.5. Limited understanding of pension benefits and processes by
GEPF members.6. In accessibility and responsiveness to customer needs.
Key Challenges:
SOLUTIONSTo 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:
1. GEPFOnline (https://online.gepf.gov.za): A web based application for the submission of benefit application forms together with their supporting documentation.
2. Mobile Offices: Fully integrated mobile units geared towards offering GPAA services in remote (rural) locations
PROCESS OVERVIEW: GEPFOnline
Notice of Termination of
Service
EMPLOYEE
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
Capturer (e.g. HR Officer/Practitioner)
Verifier (e.g. HR Supervisor/ASD)
Login to GEPF Online application
View Employee Information on electronic Z102 with attachments
Approve/Reject application
View details of submitted applications
Rejection Approved
Approved GPAA Admin:
Verify Submission
GPAA Supervisor:
Confirm Rejection
Forward to Benefits Processing
1 2 3 4
Ap
pro
vedR
ejected
SMS Message to Member.
Application initiated.
SMS Message to Member.
Application Rejected
SMS Message to Member.
Application Received at GPAA.
Rejection Notification e-Mail to Employer
SMS Message to Member. Tax
Directive Approved / Declined
Rejection NOT Approved
Rejected
GEPFOnline Benefits
Some of the key & immediate benefits include:1. Significantly reduced capturing and verification effort & time on each
withdrawal case.2. Reduced Turn Around Time from submission to payment of benefits.3. Reduced number of rejections from GPAA back to the employer as a result
of built in validations.4. Increased accuracy of payments.5. Ease of monitoring & reporting per department and per employee.
TaT Captured to Paid:Unknown
days
TaT Exit to Paid: 542 days
TaT Received to Paid:48 days
Manual Cases
TaT Captured to
Paid: 38.2 days
TaT Exit to Paid:
237.7 days
TaT Received – Paid:
19.3 days
GEPFOnline Cases
9
PROCESS OVERVIEW: Mobile Offices
• Pensioners• Members• Beneficiary
SME
BACK OFFICE
MOBILE OFFICEQueue 1
BRANCH OFFICE
MANAGEMENT INFORMATION SYSYTEM
VISITORS
CORRESPONDENCE
QUERY TYPES:Update of profileUpdating of beneficiaries Change of addressConfirmation of service date Update of personal information
Follow UpFollow up on claims
Advice RequestInformation about how to apply/qualify
for spouse’s pension
Service RequestPreliminary calculationsFuneral benefit Death cases not claimed.Divorce cases
COMPLEX QUERIES
SIMPLE QUERIES
CORRESPONDENCE
CORE PENSION SYSTEM
WORKFLOW
DOCUMENT MANAGEMENT SYSTEM
QUALITY CONTROL
Mobile Offices Benefits
Some of the key & immediate benefits include:1. The mobile offices enabled GPAA to gain area and client knowledge that in
turn exposed gaps in the current coverage. 2. They allowed us to reach more clients than we would otherwise be able to
reach with our current regional offices 3. Assisted with data clean up as a result of our top queries being WP1002
and Z8644. Increased awareness of GPAA to our clients and communities5. Improved GPAA’s reputation as a caring organization 6. Enabled reactivation of suspended Life Certificates and benefits
HOW DOES IT WORK
CONCLUDING REMARKSGartner’s top 10 strategic technologies for 2013
Mobile devices battlesMobile application and HTML5Personal CloudInternet of thingsHybrid IT and cloud computingStrategic big dataActionable analyticsMainstream in-memory computingIntegrated ecosystemsEnterprise app stores
