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ASEAN SOCIAL SECURITY ASSOCIATION 2013BEST PRACTICES ON CUSTOMERSERVICEYBHG. DATUK SHAHRIL RIDZA RIDZUANCHIEF EXECUTIVE OFFICER31 OCTOBER 2013
AGENDA1 A23EPF CORE PROCESSESAT A GLANCE - 2013SERVICE EXCELLENCE OPERATIONAL EXCELLENCESTRATEGY MODELOPERATION FOCUS2
EPF CORE PROCESSESCUSTOMER1. Counter Services (67 Spokes)2. Call Management Centre3. Self Services (myEPF & kiosks)4. Customer Relationship Management5. Mobile TeamSERVICE CHANNELSContributionManagement Employer Registration Member Registration Contribution PaymentReceipting Legal and EnforcementAccount Maintenance Timely and precise crediting ofcontributions into members’accounts. Crediting dividend into members’accounts. Information pertaining to members’contribution accounts and balanceof savings is updated in a preciseand timely manner.WithdrawalManagement Processing withdrawalapplications. Making withdrawalpayments in a timelyand precise manner.InvestmentManagement Investment of fundsto generate revenuewithin acceptablerisk appetite. Simulation of annualdividend rate.CORE PROCESSES3
AGENDA1 A23EPF CORE PROCESSESAT A GLANCE – 2013SERVICE EXCELLENCE OPERATIONAL EXCELLENCESTRATEGY MODELOPERATION FOCUS4
AT A GLANCE (AS AT AUGUST ustomerInteractionTotalContributions
SELF SERVICE – i-AKAUN USAGEa. i-Akaun Usage (Member)As At Aug ,866,684(56%)12.88Update profile,106,121(2%)201020112012As At Aug 2013As AtYear201020112012 Aug 2013myEPF Visitors (M)5.006.316.954.00Statement Printing via Kiosks (M)5.306.298.086.35i-Akaun Usage (M)3.585.154.862.53Total Self Service (M) 13.8817.7519.8912.88Data Source: ationchecking,965,679(19%)1Withdrawalstatus & historychecking,829,958( 16%)23
NON SELF SERVICE6.626.406.27a. Counter Services As At Aug ngStatement,690,787(19%)201020112012As At Aug 2013Year201020112012As atAug 2013Interaction via Counter (M)6.005.775.553.64Interaction via CMC (M)0.590.580.670.52Email Inquiry (M)0.030.050.050.046.626.406.274.20Total Non Self Service (M)Data Source: JRaP & CMCOthers, 397,647(11%)Contribution,552,691(15%)Inquiry, 544,021(15%)Registration,Amendment &Nomination,523,175(14%)4
INCREASING NUMBER OF KIOSKSa. At EPF Officesb. At 3rd Party Premises1,25683450.60%2012As at Aug 201341020384185As at Aug 2013,Total Kiosks 1,441Data Source: JRaP200920102011
PAYMENT CHANNELS FOR CONTRIBUTIONEPFCounters16 vices.BankAgentsChequeDepositMachine4 BankAgents14 CDM located at11 EPF Offices1.RHB2.MBB3.PBB4.BSN1.Jalan Raja Laut (2)2.Petaling Jaya (2)3.Shah Alam (1)4.Georgetown (1)5.Ipoh (1)6.Melaka (1)7.Seberang Jaya (1)8.Johor Bahru (2)9.Kota Kinabalu (1)10.Kuching (1)11.Seremban (1)myEPFInternetBanking(e-Caruman)13 Banks13 scheAmbankUOBAffin BankKFH14. Bank Islam15. HSBCRHBPBBMBBCIMBHLBBHSBCCitibankOCBCDeutscheBank IslamBank KerjasamaRakyat M’sia12. StandardChartered13. Bank of America
INCREASING WITHDRAWAL EFFICIENCY2010201120122013(As At 219YearApplications ReceivedWithdrawal StaffCOMPARISON BETWEEN NUMBER OF APPROVED WITHDRAWALS& WITHDRAWAL .11%90%80%70%20072012WithdrawalJP StaffStaffWithdrawal2007Withdrawal ApprovedWithdrawal 16169.31%256100.00%22387.11%Introduction of ‘straightthrough’ withdrawalsvia electronic andHassle Free approachenhance withdrawalprocesses efficiency.
MOVING FORWARD
AGENDA1 A23EPF CORE PROCESSESAT A GLANCE – 2013SERVICE EXCELLENCE OPERATIONAL EXCELLENCESTRATEGY MODELOPERATION FOCUS12
STRATEGY MODELSERVICE EXCELLENCEOPERATIONAL EXCELLENCEAnywhere, Anytime, AnyhowCost EfficiencyReduce Input IssuesSelf-ServiceStrategic Alliance/Smart PartnershipEducation,Communication,Promotion & PenaltyReduce Government AgenciesLeverage ICTInnovation ManagementExpertise ManagementKnowledge ManagementBusiness Intelligence
OPERATION FOCUSPASTPRESENTFUTUREProcess FocusCustomer FocusCustomer FocusManual ProcessesComprehensive Automated ProcessesSeparate Functions (SILO)AutomatedProcessesNon Self-service ChannelsIntegrated FunctionIntegrated Function With ExternalPartiesFraud InvestigationSelf-service ChannelsComprehensive Self-service ChannelsFraud PreventionIntegrated Fraud ManagementRisk ManagementRisk ManagementQuality ManagementQuality & Innovation ManagementKnowledge ManagementBusiness IntelligenceExpertise Management14
OPERATION: MAIN FOCUSRegistrationContribution15
e-CARUMAN A free web-based application inmyEPF. For employers to submit theiremployees’ contributionparticulars through Form A. Pay their EPF contributionelectronically via i-Akaun.
OPERATION: MAIN FOCUSRegistrationContributionEnforcement17
MOBILE OFFICE FOR EMPLOYER MANAGEMENTWith future enhancements, the Mobile office solution enables thefollowing to be performed AkaunregistrationWithdrawalNomination18
OPERATION: MAIN 19
e-PENGELUARANAs a start, this facility will be available for two types of withdrawal, namely:i. Reduce/Redeem Housing Loan; ANDii. Housing Loan Monthly InstallmentOther withdrawals in the pipe-line:i. Purchase/Build a Houseii. Educationiii. Healthiv. Deathe-Submission &Online EligibilityCheck Onlinewithdrawalsubmission atany time &anywhere Onlineeligibilitychecke-ConfirmationFrom 3rd PartyOnlineVerificationdirect fromfinancialinstitution; ortrusted 3rdpartye-Processes(Process Mapping& CIJAuthentication)Auto approvaluponthumbprintauthenticationat the countere-Payment(Direct PaymentCrediting)Directcrediting ofpayment tomember orfinancialinstitutioneCommunicationNotification tomemberthrough SMSand SecuredMessages inthei-Akaun
4 Bank Agents 1.RHB 2.MBB 3.PBB 4.BSN 16 EPF Counters provide contribution payment receipting services. EPF Counters Bank Agents Internet Banking Cheque Deposit Machine 14 CDM located at 11 EPF Offices 1.Jalan Raja Laut (2) 2.Petaling Jaya (2) 3.Shah Alam (1) 4.Georgetown (1) 5.Ipoh (1) 6.Melaka (1) 7.Seberang Jaya (1) 8.Johor Bahru (2) 9.Kota .
