IMPROVING SERVICE
DELIVERY THROUGH
MOBILE ICT SOLUTIONS
GPG MINI ICT SUMMIT
Mobility in Government
Walter Baloyi, GPAA Senior Manager:
ICT Applications Services
AGENDA
BACKGROUND
OPERATIONAL CHALLENGES
SOLUTIONS AND PROCESS OVERVIEW
HOW DOES IT WORK
CONCLUDING REMARKS
END/Q&A
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).
BACKGROUND
The GPAA’s Operational Responsibility:
The GPAA’s administers:
•
•
•
•
320 employers
1,265 mill active members
339k+ beneficiaries
151k+ members in GPG
: Government departments and associated institutions.
: Contributing monthly towards pension benefits.
: Pensioners, Spouse pensioners, Orphans and other beneficiaries.
: 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
OPERATIONAL CHALLENGES
Key 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.
5
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:
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
Rejection Notification e-Mail
to Employer
SMS Message to
Member.
Application
Rejected
Rejection
Approved
EMPLOYEE
Capturer (e.g. HR Officer/Practitioner)
GPAA Supervisor:
 Collect required documentation
Confirm Rejection
Verifier (e.g. HR Supervisor/ASD)
 Login to GEPF Online application
 Scan and upload supporting
documentation
 View Employee Information on
electronic Z102 with attachments
 Apply corrections where indicated
 Approve/Reject application
 Pend an application for required
details
 View details of submitted
applications
Rejection NOT
Approved
Approved
GPAA Admin:
Verify Submission
Approved
 View and update Employee
Information on electronic Z102
Rejected
 Login to GEPF Online application
Rejected
Notice of
Termination of
Service
SMS Message to
Member.
Application
Received at GPAA.
 Submit Z102 for approval
 View details of submitted
applications
SMS Message to
Member.
Application
initiated.
Forward to Benefits Processing
1
2
3
4
SMS Message to
Member. Tax
Directive Approved
/ Declined
GEPFOnline Benefits
Some of the key & immediate benefits include:
1.
2.
3.
4.
5.
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
TaT
Received to
Paid:
48 days
TaT Exit to
Paid:
542 days
GEPFOnline
Cases
TaT Captured
to Paid:
38.2 days
TaT
Received –
Paid:
19.3 days
TaT Exit to
Paid:
237.7 days
PROCESS OVERVIEW: Mobile Offices
VISITORS
MOBILE OFFICE
BRANCH OFFICE
COMPLEX QUERIES
Queue 1
• Pensioners
• Members
• Beneficiary
QUERY TYPES:
BACK OFFICE
Update of profile
SIMPLE
QUERIES
Updating of beneficiaries
Change of address
Confirmation of service date
Update of personal information
SME
Follow Up
Follow up on claims
Advice Request
CORRESPONDENCE
CORRESPONDENCE
Information about how to
apply/qualify for spouse’s pension
Service Request
Preliminary calculations
Funeral benefit
Death cases not claimed.
Divorce cases
Email
QUALITY CONTROL
DOCUMENT MANAGEMENT SYSTEM
WORKFLOW
CORE PENSION SYSTEM
MANAGEMENT INFORMATION SYSYTEM
9
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 Z864
4. Increased awareness of GPAA to our clients and communities
5. Improved GPAA’s reputation as a caring organization
6. Enabled reactivation of suspended Life Certificates and benefits
HOW DOES IT WORK
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
END / Q&A
enquiries@gepf.co.za
GEPFOnline@gepf.co.za