THE PENSION DESK OFFICER AND SERVICE DELIVERY

THE PENSION DESK OFFICER AND SERVICE DELIVERY OutlineIntroductionEmphasis of Service deliveryThe Role of the Pension Desk Officer in Service DeliveryService culture essentialsConclusion

2 Nigerians have for too long been short-changed by the quality of public service delivery by which decisions are not made without undue outside influence, and files do not move without being pushed with inducementsNigerians deserve better. And we will ensure they get what is better!President Obasanjo

IntroductionDr. Wendy Thompsons CommitteeIn December 2003, a Team of experts was commissioned by the Federal Government to: review the state of service delivery in Nigeria, examine institutional environment for service delivery, reflect on peoples views and experiences and draw a road map for service delivery programme.

IntroductionThe Team submitted its report titled:Service Delivery in Nigeria: A Roadmap with the following findings:Services are not serving people: they are inaccessible, poor in quality and indifferent to customers needs Public confidence is poor, inequality high, and institutional arrangement confusing and wastefulThe recommendations led to the birth of SERVICOM, in March, 2004 a social contract for good service delivery between the FGN and her people

Emphasis of Service DeliveryCustomer satisfaction, the overriding consideration of service delivery.

Extensive research consultations and surveys have shown that customer satisfaction is broadly driven by the following:

THE ROLE OF THE PENSION DESK OFFICER IN SERVICE DELIVERYThe Pension Desk Officer is the Focal Person in Service Delivery

Interfaces with the Employee

Create CPS awareness in the Establishment

Provide required support to the Contributor and the retirees.

Facilitating employee registration with selected PFAs & opening of RSAs

Maintaining accurate data base of employees

5/6/20157THE ROLE OF THE PENSION DESK OFFICER IN SERVICE DELIVERY CONTEnsure employees RSAs are appropriately credited with their contributions

Create opportunity for interaction between employees and their PFAs

Advise employees on the need to update their records especially NOK

Advise employee on the need to have a valid Will

Ensure that employees who have a year to retire go for verification/enrolment with PenCom

THE ROLE OF THE PENSION DESK OFFICER IN SERVICE DELIVERY CONT Interfaces with the Employer

Ensuring the Nominal Roll is up to date

Ensure prompt remittance of correct contribution to PFAs by Employer

Coordinate corporation between the employer and employees on the CPS

5/6/20159THE ROLE OF THE PENSION DESK OFFICER IN SERVICE DELIVERY CONT Interfaces with the PFAs

Ensuring that employees who have registered with PFAs are issued with PINEnsure that Statements of Accounts of RSAs are issued to employees by PFAs Ensure that employees who are about to retire, inform the PFAs and provide them with necessary documents in timeEnsure that PFAs have interactive sessions with their RSA holders

5/6/201510THE ROLE OF THE PENSION DESK OFFICER IN SERVICE DELIVERY CONT Interfaces with PenCom

Provide PenCom with up to date Nominal Roll quarterly

Liaise with PenCom to ensure that employees who have about a year to retire go for verification/enrolment

Provide regular updates on personnel profile to PenCom

11THE ROLE OF THE PENSION DESK OFFICER IN SERVICE DELIVERY CONTInformation Gathering through Interaction with Stakeholders

The feedback will provide insights into Contributors and Stakeholders perceptions, experience and expectation, provide an early warning of issues with service delivering

It will focus attention on areas where communication, training or changes in operations might improve service delivery

These collections also allow feed back to contribute directly to the improvement of service delivery

Service Culture Essentialsa culture where an appreciation for good service exists, and where giving good service to internal as well as ultimate, external customer is considered a natural way of life and one of the most important norms by everyone across the organizationWhich of these equations will you rather choose for your business???

Product + Customers = Sales

Product + Good Service + Customers = Repeat Business +Profit

Notice that the moment Good Service is introduced into the 2nd equation, the results are unprecedented. Good Service is the very essence of thriving and profitable organizations.

Service Essentials 1Don't make it your goal to please customers; make it your goal to delight customersDelighting customers is creating a WOW feeling.Planting a very special seed in their memory that is easy to recall, which can earn us referrals and free advertising that we can't place a monetary value to.

Start each day with a promise to yourself to do all in your power to get the customer to thank you even before you thank them for doing business with us.Be courteous, empathetic and professional in your approach;

Courtesy is simply having good manners. The showing of politeness in one's attitude and behaviour toward others. Courtesy shows you respect the customer.

Do you Greet our customers and acknowledge their presence?Do you ignore our customers when they seek clarifications from you?Can your body language be adjudged as being RUDE?How do you speak to our customers? Will you like another Operator or Service Provider to address you the same way?

Empathy is the capacity to recognize and share our customers feelings. Being empathetic shows that we feel and understand the customers situation, and are willing to help.

A Professional strives to always serve every customer right the first time and every time. With this, customers are won over for life! Professionalism also shows in the display of knowledge of our products and Services.

Service Essentials 2Service Essentials 3Don't wait for customers to complain Be proactive, evaluate every situation and have a comprehensive approach to solution.

Subscribe to our e-products and see what the experience is like Know what your customers feel about your product/job output.

Recognise that For every customer who complains, 9 others will be silent about the same problem.They will rather tell others and simply vote with their legs. We dont need that negative word of mouth advertising!The law of 250The Law of 250 states that every person knows at least 250 other people.Joe Girard was named by theGuinness Book of World Recordsas The Greatest Salesman in The World for 12 years in a row after having sold more cars than anyone else on the planet. And, were not talking fleet sales, but individual, new car sales.The law of 250 may be even more now with the internet! Think of all the people waiting to be impacted in a positive way.Treat every problem as an opportunity. Go the extra mile to please customer who complains

Complaints are priceless and must never be ignored/ left unattended to!We must never give a glib response to a customers complaints; their comments are valuable feedback. If the problem is serious enough for the customer to complain about, then, it is serious enough for us to resolve.Therefore, all Letters of complaint must be attended to promptly as well as escalations from colleagues. If you do not have immediate solution, remember to always give a holding response; this is very important! No one would write to you, if there are no reasons.

Service Essentials 4Service Essentials 5Don't shuffle a customer to someone elsePeople really hate this kind of treatment. If you must refer a customer to someone else, give the customer your name and contact information so the customer can come back to you if need be.

Also, ask the customer for his/her contact information so you can ensure the problem is resolved.And, please make a note to contact that customer within 24 hours. If you are referring the customer by phone, stay on the line with that customer until he/she reaches the right party.Have you ever called an organization and you are being made to repeat your issue to every staff you were transferred to? How did you feel?An organization does not die in just one day; but a fatal appetite for doing the wrong things culminates into its demise over time!

If you dont take care of your Customers, someone else willWords on MarbleWords on MarbleEvery customer lost is a customer gained by the competition.

A lifetime Business Relationship is a journey: it begins with Customer Satisfaction and ends with Customer Loyalty.The survival of NPFPL now and even after a transfer window is put in effect is being determined today by each and every one of us.

When we do the right thing or fail to do the right thing, we are writing the history of NPFPL TODAY AND FOR THE FUTURE. It is our collective responsibility then to make sure that we deal with any service gap apparent and potential- in our interactions with our customers.

ConclusionTHANK YOU FOR LISTENING

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