1. The Great Communication Debate
Panel Discussion on Raising the Game

2. Introducing your panellists
Khaya Buthlezi: Government Employees Pension Fund
Alistair Collier: Anglo Platinum Retirement Funds
Faith Letlala: NUM
Wilma Mokupo: Financial Services Board
Paul Webster: M Fund
Anthony Williams: SABC Retirement Fund
Facilitator: Stephanie Griffiths

3. Introducing the topic
A debate amongst regulatory bodies, stakeholders and Funds acknowledged as applying best communication practices and specialist practitioners:
To highlight those best practices and identify gaps
To stimulate thought and discussion
To invite audience participation
To re-enforce the importance of communication in the member education and service mix

4. Terms of Engagement FSB non-negotiables Wilma
Acknowledged best practices
International standards and local excellence
Stephanie
Questions to panellists
Debate and learning
Questions from the floor
At the end of the session
One hour starting now

5. Communication & Good Governance Financial Services Board
Ms Wilma Mokupo
Head: Pensions Department
(Prudential Supervision)
Financial Services Board

6. Communication & Good Governance
Signs of Trouble:
Little or no communication
Members complaints
Incorrect benefit statement
Late submission of financials
Incorrect benefit payments
Late payment of benefits (outside the SLA)etc

7. Communication & Good Governance
Remedies:
Proper record keeping
Good response handling from member queries
Timely, accurate and comprehensive member communication
Good governance processes, systems and monitoring (effective risk management) etc

8. Communication & Good Governance
Benefits:
Empowered members
Treating members fairly
Promises kept to members in delivery of benefits on time, in full
Benchmarks of excellence in industry
Increased investor confidence in retirement funds industry
Further spinoffs such as increased savings, increased GDP, greater culture of savings, poverty reduction(elderly less dependent on the State)

9. Effective communication
“the cornerstone to member education and empowerment”
Good communication key driver of member behaviour and the ability to make better choices for a happy retirement that meets members’ expectations
Become the “Benchmark” for excellence...

10. A good communication plan or strategy...
Started off for many funds as just a hope or a dream but with action and a deadline it has become a reality !
Your members deserve nothing less...
Become the benchmark for excellence in member communication
That is my challenge to you !!!!!
Trendsetters of tomorrow , I thank you for your attention….
Become the “Benchmark” for excellence...

11. Internationally Benchmarks
Members are engaged and motivated to plan for their retirement
They do not become confused or discouraged
Schemes are effective in attracting, motivating and retaining members
Unnecessary time and resources are not taken up by badly planned communication initiatives
The requirements of legislation are complied with

12. Effectiveness
Impact
Communication initiatives attract and retain members’ attention
Clarity
Members are able to understand all communication and messages
Accuracy
Members receive full and reliable information

13. Upfront assessment and endpoint evaluation
Best practices
Upfront assessment and endpoint evaluation
Both short and medium term planning
Clear, reachable objectives
Communication tailored to the audience
Meeting the needs of all stakeholders, not just members
Honest and credible
Aimed at engagement
Let’s see how we shape up

14. The winning entries show
Outstanding measurement methodology
Excellence versus compliance
Full stakeholder engagement
Organised labour
Communities and dependents
Pensioners
Effective partnering in delivering the message
Efficient use of budgets no matter how big or small
Innovative use of channels and media
Creative and clear messaging
Are these industry standard or pockets of excellence?
Let’s debate the issue