By Hilary Mare
GOVERNMENT Institutions Pension Fund (GIPF) has moved to strengthen its service delivery by improving its administrative capacity through modernising its systems.
Launching a refurbished client services area and opening the B1 City satellite office last week, CEO of the fund David Nuyoma reiterated that the GIPF over the past 28 years has continued to evolve, improving its capacity and advancing to greater heights.
“Indeed, the physical transformation and modernisation of systems that you witnessed bears a strong resemblance to the overall transformation of GIPF over the past 28 years. From humble beginnings, the Fund has grown in size and importance, gradually establishing itself as a locally, nationally, regionally and globally recognised Pension Fund. Its membership base has increased significantly over the years and as such we need to ensure that we harmonise our members’ customer experience by introducing them to interactive and user friendly digital solutions.
“Our ultimate goal is to offer our customers the highest level of customer service by taking care of their needs, and this we hope to achieve by providing and delivering professional, helpful, high quality service and assistance at all times
“An organisation must move with the times, in terms of its hardware and software. As we share the joy of opening this new office, we also embrace the shared idea of living up to one of our corporate values which is service excellence. GIPF will at all times strive to deliver the highest quality of service in a right, fast and humane manner to all our stakeholders in an innovative, professional and respectful way,” he said.
Echoing these views, Goms Menette, chairman of GIPF board of trustees added that through its vision of becoming a leading pension fund and a model corporate citizen in Namibia, the fund wishes to be a trendsetting institution, constantly innovating and ensuring it offers stakeholders high value customer experience.
“The unveiling of our revamped reception and client services area at the GIPF Head Office, as well as the opening of the B1 City Client Services Satellite Office symbolises this intent. This move is in conjunction with our overall corporate strategy, part of which focuses on enhancing service delivery and becoming an innovative organisation. Given the size of the Fund which boasts a membership of over 135 000 members and the role we play in society, having an automated queue management system in place is becoming much less of a luxury and more of a necessity for any organisation looking to optimise its customer experience or service processes, as such GIPF has committed itself to invest in a comprehensive contact centre system that manages all customer experience elements from the moment they enter our building to the time they depart,” he said
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