Facilitated by Growth Facilitators July 2006 Balanced Scorecard 2006 - 2011.

Facilitated by Growth FacilitatorsJuly 2006

Balanced Scorecard2006 - 2011

The ASSB Vision

ASSB has improved the quality of life for all

Anguillians by providing universal social

security coverage. It is a sustainable social,

economic and financial services

organization with excellent service delivery

by a customer-focused, knowledge-based

and motivated staff; forging strategic alliances

and engaging a well-informed public.

ASSB Core Values

Accountability

Customer-focus

Team Work

Integrity

Visionary-leadership

Excellence

IMPROVING THE QUALITY OF LIFE FOR ALL

ASSB Mission Statement

We exist to improve the quality of life in Anguilla by providing meaningful social security to workers & beneficiaries, financial services to stakeholder institutions and socio-economic development for our community.

ASSB will achieve this by being customer-oriented, strategy-focused and technology-driven; with competent and committed staff, high standards of corporate governance, and prudent financial management.

INT

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FID

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IAR

YC

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TO

ME

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LG1: We understand & are aligned around our

strategy

F1: We comply with statutory requirements

F2: We practice sound governance

LG4: We have the right information & tools to

do our jobs

IP1: We pay benefits timely &

accurately IP2: We develop meaningful products &

services

IP3: We have efficient

administrative support systems IP4: We conduct

quality inspections

C2: ASSB keeps us well informed

C3: ASSB has a pleasant & welcoming

environment

C1: ASSB delivers excellent & timely

services

LG2: We have a motivated, competent, knowledge-based &

customer oriented staff

F3: We are building a sustainable fund

F4: We provide excellent value for

money

Strategy Map 2006

C4: ASSB’s products and services are meaningful

C5: ASSB contributes to the

development of our community

LG3: We exemplify our Core Values

IP5: We build quality customer &

stakeholder relationships

IP6: We initiate, assess & support socially desirable

community projects

IMPROVED QUALITY OF LIFE FOR ALL IN ANGUILLA

MEASURES TARGETS

INITIATIVES

IMPACT PERSPECTIVE

I1: Improved quality of life for all in Anguilla

MEASURES BASE 1 YR TARGET

5 YR TARGET

STRATEGIC INITIATIVES

Overall Survey score of living conditions

TBD TBD TBD •Develop method to define and determine social development indicators

Number of Incidents of Crime each year

554 (2004)

500 277

GDP per capita TBD 10% above base

50% AB

Social Development Indicators

TBD TBD TBD

CUSTOMER PERSPECTIVE

C1: ASSB delivers excellent and timely servicesMEASURES BASE 1 YR

TARGET5 YR

TARGETSTRATEGIC

INITIATIVES

Customer satisfaction survey score re excellent and timely services

TBD 85% 100% •Design and conduct customer satisfaction survey.

•Analyze results, develop and implement recommendations

C2: ASSB keeps us well informedMEASURES BASE 1 YR

TARGET5 YR

TARGETSTRATEGIC

INITIATIVES

Customer satisfaction survey score re well-informed

TBD 75% 100% •Develop and implement a Communications & Public Relations Program

C3: ASSB has a pleasant and welcoming environmentMEASURES BASE 1 YR

TARGET5 YR

TARGETSTRATEGIC

INITIATIVES

Customer satisfaction survey score re pleasant and welcoming environment

TBD 100% 100% •Develop and implement a programme to review and upgrade facilities

C4: ASSB’s products and services are meaningfulMEASURES BASE 1 YR

TARGET5 YR

TARGETSTRATEGIC INITIATIVES

Customer satisfaction survey score re relevance of products and services

TBD 75% 90% Prepare a position paper on ASSB’s proposed legislative changes to products, services and coverage (including minimum pension)

Customer satisfaction survey score re coverage

TBD 50% 75%

C5: ASSB contributes to the development of our communityMEASURES BASE 1 YR

TARGET5 YR

TARGETSTRATEGIC

INITIATIVES

Customer satisfaction survey score re impact of community projects

TBD 75% 90% •Design and implement a community satisfaction survey

Community satisfaction survey score re impact of community specific projects

TBD 50% AB 75% AB

INTERNAL PROCESS PERSPECTIVE

IP1: We pay benefits timely and accuratelyMEASURES BASE 1 YR

TARGET5 YR

TARGETSTRATEGIC

INITIATIVES

Percent claims processed within 3 days (time between receipt of claim and issuing of cheque)

TBD 95% 98% •Undertake Business Process Reengineering (review, redesign, implement, train) of the claim process

Percent of claims processed accurately as per guidelines

TBD 99.9% 100%

IP2: We develop meaningful products and servicesMEASURES BASE 1 YR

TARGET5 YR

TARGETSTRATEGIC

INITIATIVES

Ratio of minimum contributory pension to desired national minimum

TBD 100% 100% •Prepare and make a submission to Government to determine desired national minima for contributory and for non-contributory pension levels

Ratio of minimum non-contributory pension to desired national minimum

TBD 50% 50%

Percent benefits that meet or exceed actuarial recommendations

TBD 85% 100%

IP3: We have efficient administrative support systemsMEASURES BASE 1 YR

TARGET5 YR

TARGETSTRATEGIC

INITIATIVES

Percent of new information released in a prescribed time

50% 95% 100% •Review current system for management reports, financial statements and registration and amend as necessary

Days after month end that management reports are submitted

N/A 5 2

Days after month end that financial statements are submitted

10 5 2

Ratio of administrative cost to total cost

TBD TBD TBD

Ratio of administrative cost to (contribution income plus benefit payments)

TBD TBD TBD

IP4: We conduct quality inspectionsMEASURES BASE 1 YR

TARGET5 YR

TARGETSTRATEGIC

INITIATIVES

Inspections completed as per schedule

TBD 100% 100% •Complete establishment and implementation of visit schedule•Implement telephone survey of employers visited. Analyze results and implement recommended changes

Telephone survey score re inspections to determine process

TBD 15% 100%

IP5: We build quality customer and other stakeholder relationships


5 YR TARGET

STRATEGIC

INITIATIVES

Number of employers visited as per schedule

80% (of active)

100% 100% •Develop and implement a comprehensive programme to build stakeholder relationships

Number stakeholder contacts made within prescribed time

TBD 95% 100%

Number of new employers registered

Number of new employees registered

IP6: We initiate, assess and support socially desirable community projects


5 YR TARGET

STRATEGIC INITIATIVES

Number of projects contributed to in a year

TBD 10 12 •Develop and implement a “Call for Project” program•Review the SSDF Policy in light of post implementation policies

Dollar value of projects (including sponsorships) per annum

TBD $400,000 $500,000

Percent projects that meet at least 80% of established objectives

TBD 90% 100%

LEARNING & GROWTH PERSPECTIVE

LG1: We understand and are aligned around our strategy


5 YR TARGET

STRATEGIC INITITATIVES

Staff survey score re understanding of and alignment around our strategy

N/A 100% 100%

LG2: We have a motivated, competent, knowledge-based and customer-oriented staff


5 YR TARGET


Percent of staff with required competence as per job specifications

90% 95% 100% •Review and re-design if necessary a comprehensive

Performance Management system linked to the BSC to include 3600 assessment of corporate governancePercent of staff

complement in place

96% 100% 100%

Percent of staff scoring above desired % on performance appraisal

75% 80% 95%

LG3: We exemplify ASSB core values


5 YR TARGET


Staff survey score re exemplifying core values (quarterly)

TBD 10% over base

95% •Develop and implement a programme to inculcate core values system wide•Implement a Leadership Development Programme

External survey score re exemplifying core values (semi-annually)

TBD 10% over base

95%

LG4: We have the right information and tools to do our jobs


5 YR TARGET


Staff survey score re tools to do our jobs

82% 97% 100% •Conduct needs assessment survey, implement corrective measures and constantly review•Conduct audit of information system and review and implement recommendations •Develop and implement an internal communications policy

Staff survey re availability and usefulness of information

68% 78% 100%

FIDUCIARY PERSPECTIVE

F1: We comply with statutory requirements


5 YR TARGET


Percent of statutory requirements met within specified time

50% 75% 100% •Develop and implement a plan to complete statutory reports to meet statutory requirements

F2: We practice sound governance


5 YR TARGET


3600 survey score re Board Governance (Minister, Board Management assess Board)

TBD 50% 80%

Stakeholder survey score re transparency

TBD 70% 95%

Staff survey score re transparency

TBD 80% 100%

Percent of variances explained in monthly management reports

60% 80% 98%

Percent of audit queries corrected within 3 months

20% 100% 100%

F3: We are building a sustainable fund


5 YR TARGET


Fund Ratio TBD 20% over base

30% over base

•Establish benchmark for portfolios•Analyze overall investment function of ASSB and implement necessary recommendations

Percent of portfolio performing at/above benchmark

TBD 100% 100%

Average return on capital (ROCE)

TBD 7.0% 7.5%

YTD Revenues

YTD Expenditure

YTD Surplus

Reserves

F4: We provide excellent value for money


5 YR TARGET


National Survey score re value for money

75% 95% 100% •Conduct national survey, analyze results and implement recommendations

ACTION PLANS

OBJECTIVE C1: ASSB delivers excellent and timely services

INITIATIVE: Design, conduct, analyze and implement results of customer satisfaction survey

TASK RESPONSIBILITY TIME FRAME RESOURCES FEEDBACK MECHANISM

PRIMARY SUPPORT START FINISH MONEY

Form a survey committee

Director RDO Aug 06

Aug 06 - List of committee members

Engage consultant if necessary

Director RDO Aug 06

Aug 06 $5K Consultant contract

Design questionnaire RDO Committee Sep 06

Sep 06 - Draft questionnaire

Test questionnaire and correct if necessary

RDO Committee Sep 06

Sep 06 - Final questionnaire

Train data collectors RDO Committee Sep 06

Sep 06 $10K Training workshop Assessment

Conduct survey RDO Committee Oct 06 Oct 06 Raw data

Analyze survey RDO Committee Nov 06

Dec 06 - Final report

Develop report re recommendations

RDO Committee Nov 06

Dec 06 -

Implement recommendations

Director Management Team

Jan 07 On going

TBD Implementation plan

OBJECTIVE C2: ASSB keeps us well informed

INITIATIVE: Develop and implement a Communications & Public Relations Programme



Reconvene PR Team ADHRCC PR Team Jul 06 July 06 - Minutes of Meeting

Review existing program and make any necessary recommendations (including for project-specific publicity)

ADHRCC PR Team Jul 06 Aug 06 -

Engage Consultants in time for 25th anniversary re imaging

Director Jul 06 Sep 06 $10K Contract for consultant

Cost various activities and complete proposed program (including implementation plan)

ADHRCC PR Team Aug 06 Sep 06 - PR Report

Submit to Director for approval

ADHRCC Sep 06 Sep 06 - Approved Report

Implement program ADHRCC PR Team Oct 06 On going

TBD Monthly BSC Report

OBJECTIVE C3: ASSB has a pleasant and welcoming environment

INITIATIVE: Develop and implement a programme to review and upgrade facilities



Convene PR Team Meeting

ADHRCC PR Team

Aug 06

Aug 06

- Meeting minutes

Review facilities and make recommendations

ADHRCC PR Team

Aug 06

Aug 06

-

Engage architect/designer

Director Aug 06

Sep 06

$10K Signed Contract

Review proposals and make recommendations to Director

ADHRCC PR Team

Sep 06

Sep 06

- Report on recommendations

Approve recommendations

Director Sep 06

Sep 06

- Approved report


Director PR Team

Oct 06

Dec 06

$100K Monthly BSC Report

OBJECTIVE C4: ASSB’s products and services are meaningful

INITIATIVE: Prepare a position paper on ASSB’s proposed legislative changes to products, services and coverage



Prepare position on existing Actuarial report and submit to Board for approval


Jul 06 Jul 06 - Draft position paper

Submit to Minister and then to Executive Council


Aug 06

Aug 06 - EXCO Paper

Submit Customer Satisfaction Report to the Actuary for response


Jan 07

Jan 07 - Actuarial Response

Review Customer Satisfaction report and Actuarial response


Feb 07

Feb 07 - Draft Report

Develop recommendations on products and services


Mar 07

Mar 07 -

Prepare position paper and submit to Board for approval


Mar 07

Mar 07 - Draft position paper

Make any adjustments and submit to Minister


Mar 07

Mar 07 - Final position paper

Lobby for approval Director Management Team

Mar 07

On going

-

Implement any approved legislative changes


On going - Gazetted information

OBJECTIVE C5: ASSB contributes to the development of our community

INITIATIVE: Design and implement community satisfaction surveys



Convene meeting of Survey Committee

Director RDO Jan 07 Jan 07 Meeting minutes


Director RDO Jan 07 Feb 07 Included in Customer

survey

Consultant Contract

Design questionnaire RDO Committee Feb 07

Feb 07 - Draft Questionnaire


RDO Committee Feb 07

Feb 07 - Final Questionnaire

Train data collectors RDO Committee Feb 07

Feb 07 Training Evaluation

Conduct survey RDO Committee On going as appropriate

$10K annually Raw Survey Data

Analyze survey RDO Committee - Survey Report


RDO Committee - Report on Recommendations


Director SSDF Committee & Managers

TBD BSC Monthly Report

OBJECTIVE IP1: We pay benefits timely and accurately

INITIATIVE: Undertake Business Process Reengineering (review, redesign, implement, train) of the claim process



Convene a BPR Team Director Jul 06 Jul 06 - Team members

Engage consultant to train BPR Team

Director Sep 06

Sep 06 $30k Contract for consultants

Document and review claim process by activity

MO BPR Team

Sep 06

Oct 06 - List of activity

Analyze process and make recommended changes

MO BPR Team

Oct 06 Nov 06 - Report

Submit to Management for approval

MO BPR Team

Nov 06

Nov 06 - Approved report

Document new process MO BPR Team

Jan 07 Jan 07 - Process report

Train relevant staff in new process

MO BPR Team

Feb 07

Feb 07 - Training evaluation

Implement and monitor MO BPR Team

Mar 07

On going

- Monthly BSC Report

OBJECTIVE IP3: We have efficient administrative support systems

INITIATIVE: Review current system for management reports and financial statements and amend as necessary



Convene a Support Systems Review Team

Director Jul 06 Jul 06 - Team member list

Engage consultant to train Systems Review Team

Director Sep 06 Sep 06 Included in BPR training

Consultant contract

Document and review report processes by activity

IA Support System Review Team

Sep 06 Oct 06 - List of current activities



Oct 06 Nov 06 - Report of recommended changes

Submit to Management for approval


Nov 06 Nov 06 - Approved report

Document new process


Dec 06 Jan 07 - Documented processes



Jan 07 Feb 07 - Training evaluation

Implement and monitor Director Support System Review Team

Mar 07 On going

- Monthly BSC report

OBJECTIVE IP4: We conduct quality inspections

INITIATIVE: Complete establishment and implementation of visit schedule



Review current visit schedule

ADCP - Jul 06 Jul 06 - Report on analysis of current schedule

Update visit schedule ADCP - Aug 06

Aug 06 - New visit schedule


ADCP - Aug 06

Aug 06 - Approved schedule

Implement approved visit schedule

ADCP - Sep 06

Sep 06 - Monthly BSC Report

OBJECTIVE IP4: We conduct quality inspections

INITIATIVE: Implement telephone survey of employers visited. Analyze results and implement recommended changes



Design survey instrument

RDO ADCP Aug 06

Aug 06 - Survey instrument

Train interviewers RDO - Sep 06

Sep 06 - Training evaluations

Commence implementation of telephone survey

ADCP - Oct 06 On going

- Survey report

Review results of surveys

ADCP - On going - Analysis report


ADCP - On going - BSC Monthly report

OBJECTIVE IP5: We build quality customer and stakeholder relationships

INITIATIVE: Develop and implement a comprehensive programme to build stakeholder relationships



List and categorize stakeholders

ADHRCC PR Team &

Managers

Sep 06

Sep 06 - List of stakeholder by category

Design and implement a stakeholder survey re relationships

RDO ADHRCC Sep 06

Oct 06 - Survey report

Review results of customer survey report and stakeholder survey report

ADHRCC PR Team Oct 06 Nov 06 - Survey recommendations

Develop programs for each category of stakeholder

ADHRCC PR Team Dec 06

Dec 06 - List of programs by category

Implement programs ADHRCC PR Team Jan 07 On going


OBJECTIVE IP6: We initiate, assess and support socially desirable community projects

INITIATIVE: Develop and implement a “Call for Project” program



Convene a meeting of the SSDF Committee

Director Oct 06 Oct 06 - Meeting minutes

Develop requirements for “Call for Project” programs

Director SSDF Committee

Nov 06

Nov 06 - List of requirements

Document process and submit to Board for approval


Nov 06

Nov 06 - Documented process approved by Board

Implement approved program


Dec 06

Jan 07 $5K BSC Report

OBJECTIVE IP6: We initiate, assess and support socially desirable community projects

INITIATIVE: Review SSDF Policy in light of post-implementation challenges



Convene a meeting of the SSDF Committee and other key stakeholders

Director - Oct 06 Oct 06 - Meeting Minutes

Review the SSDF policy Director SSDF Committee

Nov 06

Nov 06 -

Prepare recommendations and submit to the Board for approval


Nov 06

Nov 06 - Report of recommendations


Director - Dec 06

Jan 07 $400K Monthly BSC Report

OBJECTIVE LG2: We have a motivated, competent, knowledge-based and customer-oriented staff

INITIATIVE: Review and re-design if necessary a comprehensive Performance Management system linked to the BSC (to include 3600 assessment of corporate governance)



Engage GF to review and rationalize PMS with BSC

Director - Sep 06

Sep 06 $30K GF Contract

Review recommendations and submit to Director for approval

ADHRCC - Sep 06

Oct 06 - Report of updated PMS

Implement approved recommendations

Director - Nov 06

Nov 06 - Monthly BSC Report

OBJECTIVE LG3: We exemplify ASSB core values

INITIATIVE: Develop and implement a programme to inculcate core values system wide



Form Core Values Committee (including staff representatives)

Director - Aug 06

Aug 06 - List of Core Values Committee members

Convene brainstorming meeting

ADHRCC Core Values Committee

Aug 06

Aug 06 - Meeting minutes

Develop program ADHRCC Core Values Committee

Aug 06

Sep 06 - Report of recommended programs



Sep 06

Sep 06 - Report of approved programs



Oct 06 On going


OBJECTIVE LG3: We exemplify ASSB core values

INITIATIVE: Implement a Leadership Development Programme



Engage GF Director ADHRCC Sep 06

Oct 06 $30K GF Contract

Conduct LDP ADHRCC - Sep 06

Nov 06 - Workshop Evaluations

Conduct re-assessment ADHRCC - Jan 07 Jan 07 - Leadership Re-assessments

OBJECTIVE LG4: We have the right information and tools to do our jobs

INITIATIVE: Conduct tools needs assessment survey, implement corrective measures and constantly review



Design instrument RDO IA/SA Oct 06 Oct 06 - Documented instrument

Conduct survey RDO IA/SA Oct 06 Nov 06 - Survey Results

Analyze results and prepare recommendations for submission to Director

RDO IA/SA Nov 06

Dec 06 - Report on recommendations


IA SA Jan 07 On going



INITIATIVE: Conduct audit of information system and review and implement recommendations TASK RESPONSIBILITY TIME FRAME RESOURCES FEEDBACK

MECHANISMPRIMARY SUPPORT START FINISH MONEY

Design instrument SA RDO Oct 06 Oct 06 - Documented Instrument

Conduct audit SA RDO Oct 06 Nov 06 - Results of audit

Analyze results and prepare recommendations for submission to Director

SA RDO Nov 06

Nov 06 - Audit report with recommendations


Director - Jan 07 On going



INITIATIVE: Develop and implement an internal communications policy



Review existing internal communication policy

ADHRCC - Jul 06 Jul 06 - Draft internal communications policy

Develop recommendations and submit to Board for approval

ADHRCC Board Sub Committee

Aug 06

Sep 06 -


Director ADHRCC Oct 06 On going

$30K Monthly BSC report

OBJECTIVE F1: We comply with statutory requirements

INITIATIVE: Develop and implement a plan to complete statutory reports to meet statutory requirements



Prepare comprehensive list of all statutory requirements

IA - Jul 06 Jul 06 - List of statutory requirements

Prepare detailed implementation plans for each (including activities, deadlines, responsibilities and required information)

IA - Aug 06

Sep 06 - Draft report on implementation plans for statutory requirements


IA - Sep 06

Sep 06 - Approved report on implementation plans for statutory requirements

Implement approved plans

Director - Oct 06 On going

- Monthly BSC report

OBJECTIVE F3: We are building a sustainable fund

INITIATIVE: Establish benchmark for portfolios



Conduct primary and secondary research on performance of portfolios

MFA Director Aug 06

Sep 06 - Research report

Reconcile actuarial and Board targets with industry benchmarks

MFA Director Sep 06

Sep 06 - Report recommending benchmarks

Make recommendations to Director

MFA Director Sep 06

Sep 06 -

Submit position paper to the Investment Committee for approval by Board

Director Oct 06 Oct 06 - Position paper

Implement approved ASSB benchmark

Director MFA Nov 06

On going

- BSC Monthly Report

OBJECTIVE F3: We are building a sustainable fund

INITIATIVE: Analyze overall investment function of ASSB and implement necessary recommendations


PRIMARY

SUPPORT START FINISH MONEY

Convene a Investment Review Team

Director Aug 06 Aug 06 - List of Investment team members

Engage consultant to train IFR Team

Director Sep 06 Sep 06 Included in BPR training

Consultant contract

Document and review investment function by activity

MFA Investment Review Team

Sep 06 Oct 06 - Report on recommended process changes



Oct 06 Nov 06 -



Nov 06 Nov 06 -

Document new process MFA Investment Review Team

Nov 06 Dec 06 - Documented re-engineered processes



Dec 06 Dec 06 - Training workshop evaluation

Implement and monitor MFA Investment Review Team

Jan 07 On going

- Monthly BSC Report

F4: We provide excellent value for money

INITIATIVE: Conduct national value for money survey, analyze results and implement recommendations



Form a survey committee

Director - Jan 07 Jan 07 - Survey committee members


Director - Feb 07

Feb 07 Included already

Consultant contract

Design questionnaire RDO Survey Committee

Feb 07

Feb 07 - Questionnaire


RDO Survey Committee

Feb 07

Feb 07 -

Train data collectors RDO Survey Committee

Feb 07

Feb 07 - Training evaluation

Conduct survey RDO Survey Committee

Mar 07

Apr 07 - Survey report with recommendations

Analyze survey RDO Survey Committee

Apr 07 Apr 07 -


RDO Survey Committee

Apr 07 May 07 -


Director May 07

On going

TBD Monthly BSC Report

Monitoring PlanWho How Frequency

Board •Director’s Report on the extent of achievement of targets and status of initiatives

•BSC update

Monthly

Minister Director’s Report on the extent of achievement of targets and status of initiatives

Quarterly

Management Team

Each Manager’s Report on the extent of achievement of respective targets and status of initiatives

Monthly

Staff Full staff Meeting with Director presenting Report and published in newsletter

Quarterly

Nation Annual Report Presented in Parliament and publish summary in newspaper

Annually

Chairman/Director present at a town meeting Annually

BSC Communication PlanTo Whom By Whom Process Date

Board Director •Submit full document

• Make power point presentation

August Board Meeting

Minister Director/Chairman

Staff Director •Power point presentation including Vision, Values, Mission, Strategy Map, Monitoring Plan; examples of Measures and Action Plan

Early September

Nation Director/Managers •Power point presentation Vision, Values, Mission, Strategy Map, Monitoring Plan

On going

Facilitated by Growth Facilitators July 2006 Balanced Scorecard 2006 - 2011.

Documents

Transcript of Facilitated by Growth Facilitators July 2006 Balanced Scorecard 2006 - 2011.