CSSC South & South East Conference 21 November 2016 Simon Lee CEO

Mission Statement Promoting fulfilling lifestyles by providing sport and leisure opportunities Everything we do will enhance our members’ experience

Topics What’s going well Areas requiring greater focus Membership Recruitment and retention

Topics Digital Project Members’ benefits Vision Priorities for 2017 2017 budget – initial thoughts Developing our vision for the future of CSSC My priorities for the next 12 months

What’s going well Membership recruitment New member benefits well received 2016 budget and 2017 budget planning Volunteering and volunteer support Digital strategy Risk management – New ISMS Taster days

Areas requiring greater focus Retention Data management Modernising our service to members Low voting at Board elections Getting our message out there

Total Membership 1989-2016 Against all odds, CSSC has shown great determination to improve our performance rate like…………Eddie the Eagle!

Total Membership 2013 – 2016 YTD 2013 115,916 2014 116,180 2015 119,241 2016 YTD (Sept) c. 121,000

New Membership 2016 YTD 2015 (full year) 17188 2016 (Oct) 18571

Leavers 2006-2015 Lowest (2014) 13,711 Highest (2011) 16,374 Average over 10 years 14,707

PS (non CS) Membership Total PS membership 2014 2,399 2014 2,399 2015 3,999 (up 67%) 2016 (Oct) 3419 Aide memoire: This it the total number of PS members in 2014 and 2015 (not the number recruited) Medway Council (110) Shepway District Council (75) Teignbridge Borough Council (70) Plymouth City Council (62) Rutland County Council (52)

Member Get Member 2014: 3,642 2015: 3,908 (up 7%) 2014: 3,642 2015: 3,908 (up 7%) Retention rate of MGM 97% 2016 (YTD): 2766 Excludes LM 2015 - 22.7% of new members recruited through MGM Retention rate equates to MGM recruited within 1 year

Retention Initiatives 2016 Retention Steering Group £20k investment in retention research Dedicated outbound call resource HMRC re-organisation working party Improving our data management New retention action plan Board Workshop held in March Dedicated outbound call resource is to save cancelled members

Retention Challenges 2016 How can you (AAs and Regions) help: Improve our recruitment follow-up? Encourage non-active members to use their membership? Some thoughts for Regional Conferences in autumn

Digital Project Launched June

My Savings+ New members savings and benefits scheme Spend YTD £1.8m Savings YTD £142k Replaced Countdown – provider for c 8 years Favourably received

My Savings+ Top 5 retailers

New member benefits Acting on member feedback from member survey

Vision - activity so far Consultation with: Board Staff team Volunteers at conference Final feedback to staff, volunteers and members Sign off CSSC Board December Strategic plan to be updated for January 2017

Priorities for 2016/17 Driving recruitment and retention even harder Continue momentum of modernisation programme Provide the necessary resources (people and money) to deliver the above Encourage more members to use our services Continue to improve ease of access to our services Retention – 10% improvement by end of 2017 Raise profile at Perm Sec level Right investment in right places to take CSSC forward

2017 Budget – initial thoughts Embracing latest marketing techniques and technology Enhancing the volunteer experience (continuing to develop training, recruitment strategy) Continuing to improve our member offer Complying with legislation Continuing strategy to centrally fund initiatives e.g. National Travel Policy and conference deductions Retention – 10% improvement by end of 2017 Raise profile at Perm Sec level Right investment in right places to take CSSC forward