Facilitated discussion on a set of integrated activities, processes, procedure, teams and systems etc. that are necessary for improved service deliver.

2. Foto
Track A1: Service Delivery in Pension Plans
Muibat Ijaiya
Partner - Strategy
Management Partners

3. World Pension Summit
-Africa Special-
SERVICE DELIVERY IN
PENSION PLANS
Track Session: A1
5-6 October 2015, Abuja
Strategy Management Partners
RGB Colour code slider:
R62 G108 B132! R191 G31 B36!R82 G149 B173
Speaker: Muibat Ijaiya

4. Introduc7on
Service Delivery in Pension Plans
A true combination of a ‘blue-print’/ best practice, where
we showcase the adminstrative and operational essentials
linked to the needs of the participants.
Ideas on communications, tools and concepts that can be
adopted to realize the participants best understanding of
pensions and control of their financial well-being.
This would be key components, essential information
blocks and new ways of participants involvement.
Learning experiences to stimulate further professional
development for the African schemes and new ideas to
kick start better services.
Track Session: A1
16:00-17:00

5. Service
Delivery:
A set of integrated
ac7vi7es, processes,
procedure, teams
and systems etc.
combined to provide
services to
customers.
It is much broader
than Customer
service; which is a
component of it.
Service Delivery is
not a one-size fit all.

6. Service Deliver Models
• Standardized process for
consistent service quality
• Automate to eliminate /
dras7cally reduce human
discre7on
Technology
led Service
Delivery
Model
• Reduce uncertainty
• Increased efficiency
and speed
• Reduced cost to
serve
• High direct contact with
customers
• High employee discre7on to
customise and adapt services
Human led
Service
Delivery
Model
• Inconsistent service
& quality
• Costly service
delivery model
• Varying level of
customer sa7sfac7on

7. Service Delivery Model is primarily determined by the nature of the
service
High technology content is a
considera1on for providers
of tangible ac1ons on
products e.g. courier
services, dry cleaning, .
-Service requires low level of
customiza1on or judgment-
T
A hybrid of Technology and
Human content. Ideal for
services directed at people,
where technology delivers
efficiency for transac1onal
and repe11ve ac1ons.
-Service requires some level of
customiza1on or judgment-
TH
High human content is a
considera1on for providers
of intangible non-standard
services e.g. consultancy,
financial advisory, design
etc.
-Service requires a high level of
customiza1on and judgment-
H
Technology led Service Delivery
Model
Human led Service Delivery
Model
A Hybrid

8. The nature of pension plan services lend itself to a hybrid
service delivery model
AVract Enroll Manage Exit
• Publicity &
Awareness
building
• Educate &
Increase
Pension
Literacy
• Financial
Planning
• Registra7on
• Set up
Account
• New Account
Informa7on
• Contribu7on
• Investment
Management
• Fund
Informa7on
(inc. Performance)
• Financial
Planning
• Informa7on,
Requests,
Resolu7ons etc.
(Customer Service)
• Transi7on
Management
• Financial
Planning
• Investment
Management &
Performance
• Informa7on,
Requests,
Resolu7ons etc.
(Customer Service)
TH
H
T
TH
H
T
T T
TH
H
T
TH
T
H
T

9. In designing the Service Delivery
model, it is essen7al to consider the
desired Customer Experience for the
par7cipants at each point of
interac7on
“Customer Experience is a blend of an organiza7on’s ra7onal performance, the senses s7mulated and the
emo7ons evoked and intui7vely measured against customer expecta7ons across all moments of contact”
-Beyond Philosophy-

10. Why is Customer
Experience
important for
Pension’ Service
Delivery in Africa?

11. Customer experience has a direct impact on growth!

12. In a connected
digital world, it
pays to get the
customer
experience right
Success is increasingly defined by what
customers say about you.
!

13. Service Delivery based on enhancing customer experience requires
an holis<c and integrated approach.
“ Organisa7ons that simply tweak design elements or focus on the
customer experience in isolated pockets of their business – by
providing a quick hit of entertainment, for example – will be
disappointed in the results” - MITSloan

14. The par7cipants’ level of sa7sfac7on with the service received is the cumula7ve
impact of their experience across the various interac7on and touch points.

15. 2015 Nigeria e-Government Summit: Key to Sustainable Development
Strategy Management Partners
15
Rapid penetra7on of mobile user subscrip7on and internet usage offers enhanced
opportunity for Pension’s Service Delivery
Source: ITU, World Bank Data
12.4
17.8
23.5
32.2
38.0
45.4
52.3
58.9
65.6
71.2
73.5
2.4 3.3 3.9 5.9 7.3
9.8
12.6 14.4 16.7 18.9 20.7
0.0
10.0
20.0
30.0
40.0
50.0
60.0
70.0
80.0
2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 Es7mate
2015
Internet Usage & Mobile Subscrip<on per 100 Inhabitants
Mobile Subscrip7ons

16. Look and feel of the physical and digital space.
Interac7ve environments and communica7on tools.
Behaviours, values and ac7ons across the touch points.
Brand tone and messaging.
Par7cipa7on / co-crea7on / engagement / involvement
Associa7on and extension of the organisa7on.

17. Seven Lessons for
Pension Industry:
Consider the following
in designing a SERVICE
DELIVERY MODEL with
CUSTOMER
EXPERIENCE at its
HEART!
11:00-11:30
The experience must reflect the Brand Promise consistently.
1
2
Define a Service Delivery Model and structure the interactions.
Be clear about the customer experience to be delivered at
each stage of pathway, how and by whom.
Engage Customers. Their role should NOT be passive. Use
appropriate tools & forums to continuously engage, gather
feedback and co-create experience solutions that delight.
3
Service boundaries will evolve. Periodically review and align
the structure, operations, systems, teams and processes that
are critical for delivering on the customer experience.
5
Identify and address the root causes of problems that have
high potential to undermine customer experience.
6
Delivery Location: should be defined by participants’ needs
and not that of the provider
4
Scope of Service: Think broader than the obvious. Develop
strong understanding of the different segments of (current &
potential) participants; their needs, limitations, challenges and
desired outcomes.
7

18. www.strategymanagement.com
www.strategymanagement.com
Strategy Management Partners