1. RAPA Fall Meeting 2012 October 21-23, 2011

2. WIIFM Reward and Recognition Nicole Hercules Director, Performance Improvement 2012 RAPA Conference

3. WIIFM – Reward and Recognition “Recognition is the greatest motivator.” Gerald C. Eakedale 2

4. What is Reward and Recognition? Acknowledgement and Appreciation Contribution, innovation, improvement, level of excellence Reward for reaching specific goals or targets Valuing employees for who they are & what they do Encouraging and reinforcing desired behaviors 3

5. Forms of Recognition Informal Recognition Often spontaneous Acknowledgement for day to day accomplishments Gestures of appreciation or a simple “Thank You” Very meaningful for employees Foundation for the formal program - organizational culture Formal Recognition More structured or planned – may involve a set program or specific activities Linked to specific criteria or guidelines to recognize achievements –Strategic goals –Objectives –Vision Compliments informal recognition within the organization 4

6. Why Recognition Matters Personal appreciation often results in Positive self esteem and level of contribution Improved performance Level of Employee Engagement Motivation Satisfaction To link individual performance and business objectives/goals Employee morale, attitude and retention Levels of service and impact on organizational success 5

7. Where do I start? An investment Objective & Purpose Sr. Management support and participation Organizational vision, values and goals Program criteria and guidelines Involve all levels of employees Technology vs. Manual process Measurement and Tracking 6

8. John Hancock R&R Program Redesign Objectives  Foster a culture of reward and recognition to maximize desirable behaviors/outcomes  Increase excitement and program use  Improve quality of gift selection and streamline award process  Provide management reporting and tracking capabilities 7

9. Our Approach BACKGROUND: Existing program had been in place four years HOW? Solicited input Investigated points-based reward and recognition programs WHAT? Feedback from Working Group and Employee Survey Focus Groups focused on: Increasing the opportunity for recognition Improving flexibility and choice of awards received Streamlining the process for recommending and rewarding 8

10. What did not change? Program focus is recognition of performance that drives our success Recognize excellence in Service and Support, Efficiency, and Risk Management Recognition for contributions beyond baseline expectations of the job 9

11. New R & R Program What changed? Rebranding of the program Moved to a points based recognition system Website and Gift catalog Awards are points redeemable for an exciting range of awards Robust reporting capabilities Online Nominations and approvals Introduction of Thank You – free recognition Introduction of modest Milestone Recognition 10

12. Vendor Selection Criteria Vendor Selection Gift Selection Set up/ monthly/ admin fees Reporting Capabilities Cost of Gifts Customer Service & Support 11

13. Service Excellence Program Recognition Website Let’s take a look! 12

14. Member Login 13

15. Home Page 14

16. Nominations Page 15

17. The New Service Excellence Program How can staff be recognized? There are five different levels of recognition in the enhanced program: Thank you – free recognition, no points Milestone Recognition – points for every 5 years of service Appreciation Award – fixed points Achievement Award – range of points available depending on contribution Service Ambassador Award – quarterly award, fixed points and cash 16

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19. Rewards Gallery 18

20. Rewards Gallery - Music 19

21. Rewards Gallery - Activities 20

22. Reporting 21

23. It’s been a success! 15,851 awards & 6,542,380 points have been awarded since launch! 22

24. Results of New Program are positive Well received by employees and managers Increased use of program Range of gifts available Shopping and gift redemption process easy and convenient Improved tracking and reporting Increased visibility Vendor call center support 23

25. Lessons Learned Leverage Department Managers Allow adequate time if technology is involved Dedicated resource for program support Developing a culture of recognition takes time Gift selection – some people simply prefer cash 24

26. Critical Success Factors Clear program objectives and expected outcomes Buy in starts from the top Employees involvement throughout the process Link to business objectives and values Realistic goals and criteria Leverage technology to support reporting and administration Training and support for managers Communicate program guidelines & criteria to employees Timely and specific recognition Regular program review 25

27. What our employees have said “The program has given me an additional sense of achievement, and it was great to be recognized for my efforts in a way that has meaning for me. I make it a point to look for opportunities to reward the same behaviors in my colleagues and direct reports.” 26

28. “Celebrate what you want to see more of.” Thomas Peters WIIFM – Reward and Recognition 27

29. WIIFM – Reward and Recognition Question and Answer 28

30. 29 Thank You WIIFM – Reward and Recognition

31. RAPA Fall Meeting 2012 October 21-23, 2011