1. IMPROVING SERVICE DELIVERY THROUGH MOBILE ICT SOLUTIONS
GPG MINI ICT SUMMIT
Mobility in Government
Walter Baloyi, GPAA Senior Manager:
ICT Applications Services

2. AGENDA BACKGROUND OPERATIONAL CHALLENGES
SOLUTIONS AND PROCESS OVERVIEW
HOW DOES IT WORK
CONCLUDING REMARKS
END/Q&A

3. BACKGROUND Who is GPAA: 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 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).

4. BACKGROUND The GPAA’s Operational Responsibility:
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 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

5. OPERATIONAL CHALLENGES
Key Challenges:
Continuing to be an internally focused organisation despite efforts to reach out to its contributor, member and beneficiary base;
Operational inefficiencies as a result of manual processes and inefficient capacity allocations; and
Ineffective technology support and integration.
Limited understanding of pension process requirements by the employer HR department.
Limited understanding of pension benefits and processes by GEPF members.
In accessibility and responsiveness to customer needs.

6. 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:
GEPFOnline ( A web based application for the submission of benefit application forms together with their supporting documentation.
Mobile Offices: Fully integrated mobile units geared towards offering GPAA services in remote (rural) locations

7. PROCESS OVERVIEW: GEPFOnline
Rejection Notification to Employer
SMS Message to Member. Application Rejected
Rejection Approved
EMPLOYEE
Capturer (e.g. HR Officer/Practitioner)
GPAA Supervisor:
Confirm Rejection
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
Notice of Termination of Service
Verifier (e.g. HR Supervisor/ASD)
Rejection NOT Approved
Rejected
Login to GEPF Online application
View Employee Information on electronic Z102 with attachments
Approve/Reject application
View details of submitted applications
Rejected
Approved
GPAA Admin:
Verify Submission
SMS Message to Member. Application Received at GPAA.
Approved
SMS Message to Member. Application initiated.
Forward to Benefits Processing
SMS Message to Member. Tax Directive Approved / Declined 1 2 3 4

8. GEPFOnline Benefits Some of the key & immediate benefits include:
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.
TaT Captured to Paid:
Unknown days
TaT Exit to Paid:
542 days
TaT Received to Paid:
48 days
Manual Cases
38.2 days
237.7 days
TaT Received – Paid:
19.3 days
GEPFOnline Cases

9. PROCESS OVERVIEW: Mobile Offices
VISITORS
MOBILE OFFICE
BRANCH OFFICE
Queue 1
COMPLEX QUERIES
Pensioners
Members
Beneficiary
BACK OFFICE
QUERY TYPES:
Update of profile
Updating of beneficiaries
Change of address
Confirmation of service date
Update of personal information
Follow Up
Follow up on claims
Advice Request
Information about how to apply/qualify for spouse’s pension
Service Request
Preliminary calculations
Funeral benefit
Death cases not claimed.
Divorce cases
SIMPLE QUERIES
SME
CORRESPONDENCE
CORRESPONDENCE
QUALITY CONTROL
DOCUMENT MANAGEMENT SYSTEM
WORKFLOW
CORE PENSION SYSTEM
MANAGEMENT INFORMATION SYSYTEM

10. Mobile Offices Benefits
Some of the key & immediate benefits include:
The mobile offices enabled GPAA to gain area and client knowledge that in turn exposed gaps in the current coverage.
They allowed us to reach more clients than we would otherwise be able to reach with our current regional offices
Assisted with data clean up as a result of our top queries being WP1002 and Z864
Increased awareness of GPAA to our clients and communities
Improved GPAA’s reputation as a caring organization
Enabled reactivation of suspended Life Certificates and benefits

11. HOW DOES IT WORK

12. 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

13. enquiries@gepf.co.za GEPFOnline@gepf.co.za
END / Q&A