Building Loyalty Through Excellence
Overview
ComSuper had a solid year in providing superannuation administration services. External benchmarking once again confirmed ComSuper's ability to provide a low cost, high quality service in a complex environment.
Our year was made all the more challenging through implementing a significant legislative change programme including:
- bedding down the Better Super taxation initiatives
- implementing changes to PSS Maximum Benefit Limits
- providing expanded early benefits access
- restoration of pensions
- implementing the anti-money laundering and counter-terrorism financing measures
- preparing for choice of fund for PSS members and zero per cent member contributions for CSS and PSS members.
In addition, we also saw an increase in the services we provide to members. During 2007-08, we continued to deliver against our performance measures:
- for members, satisfaction levels remained high, within industry comparison at 77%
- for employers, by maintaining our support with employer communications and the Employer Services Online tool
- for scheme trustees, by meeting the majority of our service standards.
We also embarked on a significant benefits and statements improvement programme to enhance the quality of these services. In the statements improvement programme, a significant amount of work has enabled a strong foundation for the preparation of the 2008 statement process. With the benefits improvement programme, ComSuper was keen to ensure that the members experience became part of our key objective in achieving timely and quality benefits. We engaged a research organisation to facilitate focus groups with members who had recently received a benefit. Results of these focus groups have provided direction in enhancing the benefit process through several different strategies. We are currently investigating these strategies and will implement improvements in 2008-09.
ComSuper expanded the services offered online through improved functionality for military members and new online seminars. We also continued to build strong relationships with employers by providing training and assistance on various legislative changes.
We continued to deliver specific services for the scheme trustees, including accounting services, preparation of their communications materials and secretariat services. We also provided a submission in response to the Podger Review, an independent review of military superannuation arrangements conducted in 2007, and participated in a whole of government review of streamlining services for defence force personnel.
During 2007-08, we introduced customer service training to assist our staff in managing customer expectations moving forward and delivered enhanced technical superannuation training to maintain our highly skilled workforce.
