The GPAA's operates according to sub-programmes within Support Services (Programme 1) and Benefits Administration (Programme 2). The details of each of these programmes and sub-programmes are provided below.
Programme 1 - Support Services: Programme 1 administers the business and governance affairs of the GPAA and gives rise to strategic outcomes in support of the core business of Programme 2.
- Sub-programme 1.1 - Corporate Services: The Corporate Services function provides support in terms of Legal, Human Resources, Facilities, Fraud Prevention, Forensic and Risk Management services. Sub-Programme 1.1 essentially oversees the implementation of legislative requirements that govern the security, human resources, legal, risk management, fraud prevention and forensic spheres of the organisation. These support services provide mobility for the organisation’s core services to deliver, and hence serve as a catalyst for enhancing client and customer relations.
- Sub-programme 1.2 - Financial Services: The Financial Services function oversees the financial resources, governance and the reporting thereof in line with the applicable financial requirements and legislation.
- Sub-programme 1.3 - Business Enablement: The Business Enablement function aims to implement three key activities. This will be achieved by including:
- Improving business processes;
- Automating business processes and digitising information; and
- Restructuring and resizing the organisation to suit new business processes.
- Sub-programme 1.4 - Strategic Support: The Strategic Support function provides an oversight and strategic support role to the GPAA and hosts the various support functions of the CEO, which includes the Strategy, Policy, MIS, Monitoring and Evaluation, Business Continuity and Communications sections. Strategic Support develops the strategy of the organisation and monitors the achievement of strategic goals and plans.
- Sub-programme 1.5 - Internal Audit: The Internal Audit function provides independent and objective assurance to the Audit Committee that risk management, governance and internal controls are compliant with the necessary requirements. Sub-programme 1.5 conducts periodic surveys and ensures that the performance of audits is directed at improving processes around client relationship management. The team is committed to living the values of the GPAA as auditors.
Programme 2 - Benefits Administration
- Sub-programme 2.1 - Special, Military and Other Benefits (National Treasury): This Sub-programme is primarily responsible for administration of Special, Military and Other Pensions under National Treasury’s Programme 7. The optimisation and automation of core processes will ensure that the GPAA can provide efficient and effective services to clients and customers. Human resources will be best positioned to ensure that service levels are optimised and that their focus is directed to strengthening relations with clients and customers.
- Sub-programme 2.2 - Government Employees’ Benefits (GEPF): Sub-programme 2.2 is primarily responsible for the benefit administration of government employees and its customer is GEPF. The optimisation and automation of core processes will ensure that the GPAA can provide efficient and effective services to clients and customers. Human resources will be best positioned to ensure that service levels are optimised and that their focus is directed to strengthening relations with clients and customers.
- Sub-programme 2.3 - CRM: The GPAA’s Client Relationship Management (CRM) function aims at managing relationships with stakeholders, including clients (members and beneficiaries), customers (National Treasury and GEPF) and employer departments. CRM’s core focus are to add value to stakeholders by reinforcing client-centricity. The first-contactpoints in the regions, call centre and mobile offices are the vehicles to achieve first contact resolution with stakeholders. The Sub-programme aims at optimising its queue management system for all channels by revamping all regional offices, the call centre and employing state-of-the-art technology to ensure first contact resolution thus meeting and exceeding SLAs in place and enhancing services with employer departments. In addition, CRM aims to strengthen relationships with customers by assigning and cultivating the abilities of Key Account Managers.
The Sub-programme will pursue a uniformed approach in regional and mobile offices to promote the GPAA’s corporate identity and image. We aim to achieve this by reinforcing the TRICS principles of transparency, respect, integrity, courtesy and service excellence through change agents. Modernisation, reduction of administration costs and going green are concepts that are intertwined and CRM aims to effectively address these by:
• Automating processes within CRM and further enhancing existing platforms like eChannel;
• Employing a CRM reporting and MIS tool to support reliable reporting of the back-office, call centre, regional and mobile offices; and
• Significantly reducing back-office printing and accelerating to a paperless environment - within which the Modernisation programme will play a pivotal role
CRM acknowledges that the key resources needed to ensure an operational department is its people and thus aims to optimise the corporate culture by up-skilling staff and equipping them with the relevant tools to ensure a conducive environment.