GIPF sets customer convenience as a priority

The Government Institutions Pension Fund (GIPF) this week launched their new refurbished client services area to the public and opened their B1 City Satellite office situated at the B1 highway shopping centre.

With many more projects to be rolled out this year, GIPF CEO, David Nuyoma at the launch promised that his institution has set customer convenience and satisfaction as a priority.

“We decided to start off the new season on a high note and this is the pace we intend to keep moving forward,” Nuyoma said, as GIPF seeks to employ the same customer approach at its decentralised regional offices.

“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.” Nuyoma said.

The new operating hours for the services area will be between 08:00 am to 16:30 pm except on Wednesdays were they open at 09:00am.

According to Nuyoma, GIPF’s membership base has increased to 135,000 members and they have harmonised their members’ customer experience by introducing them to interactive and user friendly digital solutions.

Nuyoma said that this design thinking approach makes for higher levels of customer satisfaction by not only improving customer needs but also evaluating the in-house training of front line employees.

Chairman of the GIPF Board of Trustees, Goms Menette, said that having an automated queue management system is becoming much less of a luxury and more of a necessity for and institutions such as GIPF.

“Looking to optimise the customer service process lead us to invest in a comprehensive contact centre system that manages all customer experiences from the moment they enter our building to the time they depart,” he added.

Meanwhile, pension enquiries, advice, biometric registration and verification, benefit statements, income statements, submission of documents have all been improved at the head office building with a self service touch screen ticking kiosk.