Case Study: Government Pensions Administration Agency

The Government Pensions Administration Agency (GPAA) is a crucial government entity under the Ministry of Finance, responsible for administering pension funds and schemes on behalf of the Government Employees Pension Fund (GEPF), the Department of Military Veterans, and the National Treasury. As the administrator of the largest pension fund in Africa, the GEPF, the GPAA manages the pension affairs of approximately 1.85 million government employees, pensioners, spouses, and dependants. The GPAA is committed to providing excellent service and maintaining high levels of customer satisfaction to ensure the effective management and distribution of pension funds.

Customer Challenge

The GPAA aimed to maintain a customer satisfaction level of at least 85% in the 2023/2024 financial year, per its service level agreement (SLA) with the National Treasury and GEPF. However, despite achieving above 90% customer satisfaction in the previous financial year, the GPAA faced challenges in capturing and integrating customer feedback into its customer relationship management (CRM) system for continuous service improvement.

The absence of a robust mechanism to gauge customer sentiment and identify areas for enhancement posed a significant risk to the GPAA’s ability to meet its customer satisfaction targets. Failure to address these challenges could result in diminished stakeholder trust, reduced customer loyalty, and potential non-compliance with the SLA, affecting the GPAA’s reputation and operational efficiency.

Partner Solution