1 September 6, 2007 Pension Corporation CEO Gail Stephens Transforming an Organization for Service Excellence

2 The Pension Corporation One of the largest pension administrators in Canada Annual contributions = $1.8 billion Financial reporting of pension plan assets = $46 billion 120,000 retirees; 240,000 active members and 700 employers

3 Backlogs and Other Challenges Became a Crown Agency in 2000 Under funded and understaffed Unhappy clients Unhappy staff Increasing volumes with baby boomers retiring

4 Creating a Vision Engage from the inside out Engage employees, plan boards and board of directors Create a vision that everyone can rally around Post that vision everywhere

5 Our Vision

6 Strategic Planning We used the Balanced Scorecard approach to improve our: 1.Client Services 2.Finances 3.Internal Business Processes 4.Learning and Growth Opportunities

7 1. Improving Client Services Getting rid of the backlog Improving day-to-day service Streamlining, simplifying and demystifying processes, products and communications Setting service targets

8 2. Improving Finances $12-million in reductions Cost per member - from $114 to $101 Training has positive impact on bottom line National and international benchmarking Risk Management Quality Assurance

9 3. Improving Internal Business Processes Developed a strategic plan, branch plans and personal business plans Five-year service agreements Improved communications, leveraged technology, retirement seminars

10 Dashboard Approach

11 3. Improving Internal Business Processes (continued) Simplify, streamline and improve business processes Communications standards Re-designed our corporate website Self service online

12 4. Improving Learning and Growth Opportunities HR was a top priority Adding more management positions Investing in training Succession planning Recognizing employees

13 Leadership is Visible Annual branch visits Regular CEO breakfasts and lunches Meet every new employee Employee satisfaction surveys Online employee newsletter Lead and communicate from your heart

14 Change over time

15 Retention and Attraction Succession Planning – Job shadowing – Temporary assignments – Assistant Director positions – Screen applicants – Management coaching – Leadership training

16 We have fun!

17 Results Achieved

18 Results Achieved 95% of recently retired members 87% of longer-term retired members 95% of plan employers 85 % of active members 100% of trustees

19 Results Achieved

20 Results Achieved

21 Results Achieved

22 Results Achieved

23 Results Achieved

24 The Future Challenges Strong corporate branding and be a great place to work Employees = energized, effective and proud Exceptional Service Succession planning, continuous training and development requirements

25 Thank you for joining me today. Questions?

26 Chief Executive Officer Gail Stephens Transforming an Organization for Service Excellence