1. “Serving those who serve” “À votre service” PRESENTATION TO THE NON-PUBLIC PROPERTY BOARD OF DIRECTORS 14 OCTOBER 2003, OTTAWA

2. Canadian Forces Personnel Support Agency FINDINGS CFPSA SESSIONS

3. Canadian Forces Personnel Support Agency OUTLINE  Overall perspective  Preamble – role of CFPSA  Objectives  Values  Core characteristics  Strategic directions  Way ahead

4. Canadian Forces Personnel Support Agency OVERALL PERSPECTIVE The aim of the CFPSA strategic planning process is not to dramatically change the direction of M&W programs, but rather to create a planning framework within which M&W programs and activities are developed and implemented within the context of broader CF strategic objectives.

5. Canadian Forces Personnel Support Agency PREAMBLE ROLE OF CFPSA CFPSA administers NPP on behalf of the CDS and delivers selected public M&W programs, services, and activities on behalf of ADM(HR-Mil)

6. Canadian Forces Personnel Support Agency OBJECTIVES CFPSA objectives are to: Deliver quality morale and welfare programs, products, and services; Satisfy morale and welfare needs of military community; Foster a professional, dedicated team; Oversee and ensure viability of all NPP

7. Canadian Forces Personnel Support Agency VALUES As a partner in the Defence Team, CFPSA embraces the Defence code of Ethics: Respect the dignity of all persons, Serve Canada before self; and Obey and support lawful authority

8. Canadian Forces Personnel Support Agency CORE CHARACTERISTICS  Integrity: give precedence to ethical principles and obligations in decisions and actions  Loyalty: fulfill commitments in a manner that helps us fulfill our mission;  Courage: face challenges, whether physical or moral, with determination and strength of character  Honesty: truthful in decisions and actions;  Fairness: just and equitable in decisions and actions;  Responsibility: perform tasks with competence, diligence and dedication

9. Canadian Forces Personnel Support Agency STRATEGIC DIRECTIONS  Secure financial security  Expand market  Educate members  Develop staff  Exploit technology  Prepare disaster response  Other initiatives

10. Canadian Forces Personnel Support Agency FINANCIAL SECURITY  Achieve financial viability throughout CFPSA;  increase revenues through sales volumes;  Identify alternate sources of revenues in event of decrease of public funds;  User pay concept;  Clarify legal framework / governance;  Clarify public sector obligations / responsibility to support NPP; and  Bring all CF NPP activities under the purview of the NPP BOD.

11. Canadian Forces Personnel Support Agency EXPAND MARKET  Include all Defence team and broader military community;  Reach all authorized patrons (including all former CF members);  Customize programs to community needs;  NPF / CFPSA current and former employees;  Better serve former military; and  Better serve reservists

12. Canadian Forces Personnel Support Agency EDUCATE MEMBERS  Educate / communicate;  Reach leadership at all levels;  Publicize NPP contribution to MW programs;  Strengthen partnership with with Base Commanders;  Marketing campaign – CFPSA image;  Market value-added to CF;  Presence and awareness in Ottawa; and  Promote agency products through technology

13. Canadian Forces Personnel Support Agency DEVELOP STAFF  Ensure employees are capable of delivering the programs;  Develop and promote core values;  Seek commitment through ERM;  Establish bona fide occupational requirements per position and hire accordingly;  Employee access to similar programs; and  Agency-wide training program

14. Canadian Forces Personnel Support Agency EXPLOIT TECHNOLOGY  Modernize processes & use technology to enhance business efficiencies;  Enhance technology (business process review and b2b); and  Leverage technology through the web for all NPP

15. Canadian Forces Personnel Support Agency DISASTER RESPONSE  Prepare emergency plan to respond to major disaster;  Develop operational plan for deploying CFPSA resources on short notice and ensure appropriate follow- up for personnel upon return; and  Implement a succession planning framework

16. Canadian Forces Personnel Support Agency ALSO FOR CONSIDERATION  Exploit cross-marketing opportunities;  Develop tools & policies parallel to public sector on delegation of authority;  Investment account for new initiatives;  Corporate-wide loyalty program;  Standardize business lines across NPP; and  Establish structures to become a mutual fund dealer