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foR betteR vAlue deliveRy Annual Report 2022 27
Material Matters Definition Stakeholders Strategy and Opportunities
Commitment create a best- • Public Service • KWAP recorded a Service-Level
in-class customer experience Department Agreement (SLA) score of 98.42%,
environment and ensuring (PSD) despite a higher threshold set at 95% and
service excellence to our • Pension additional three new SLA items under the
customers, especially the Community renewed Agency Agreement
Pensioners • Contributors • Brand Strategy Roadmap has been
developed to enhance targeted publicity
and engagement efforts towards KWAP’s
key stakeholders with the new tagline –
Customer Your Retirement Companion
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Experience • Customer Experience Framework and its
roadmap has been introduced to serve
as the foundation and guidance towards
fulfilling the customer experience
commitment
• Frequent engagement with our main
stakeholders especially pensioners and
future pensioners to address the needs
and demands of our stakeholders for
effective outreach programmes
Acts as the main catalyst and N/A • TERAS 5 - enhanced operating model
enabler in realising the end- programme for KWAP was developed
state of wave 3 (2020-2025) and commenced its implementation
under KWAP’s transformation programme via eight workstreams
journey. KWAP’s enhanced • The overall progress stood at 44% for its
operating model was developed multi-year programme
internally in preparing KWAP to • Under the enhanced organisational
be a future ready organisation structure (OGS) sub-workstream, three
Future-Ready in accordance with the new Divisions have been activated,
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Operating developments in the pension namely the Finance Division, Digital
Model ecosystem. It was established Division, and Strategy and Services
with the aim to elevate five Division
enablers, namely: • Several frameworks and models
i. Structure iv. Process under TERAS 5 have been developed
ii. Governance v. Digital so far namely Customer Experience
iii. People Framework, Corporate Governance
Framework, Realignment of Management
Committees and Working Groups,
among others
