Transcript Document

Welcome
Barry Smith
Deputy President, CII
Introduction
Dr Alexander Scott
CEO, CII
Your professional body
Considerable progress made ...
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Rapid growth since 2000
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Revenues nearly doubled
Membership up 50%
Continual operating surplus, but in line
with not-for-profit status
Proposition development
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General Insurance framework
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QCA regulation
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Set up Professional Standards Board
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Published first Code of Ethics
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Award winning Talent programme
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Broker Academy
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Chartered Financial Planner title
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Corporate Chartered titles
2000
2008
65k
93.5k
Revenues
£16m
£30m
Cash &
investments
£4.7m
£16.5m
Revenue per staff
member
£100k
£160k
Membership
Your professional body – 2009 plans
A COMPREHENSIVE AGENDA FOR GI PROFESSIONALISM
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Ethics & Integrity review
GI qualification evolution
GI Taskforce
Papers in professionalism
Research (members and other stakeholders)
Influencing the debate e.g. ‘Think’ pieces
Promotion of chartered status
Innovations
Takaful
My CII
Revision Mate
Podcasts
Learning Statement
Redundancy Guide
What Good Looks Like
Branko Bjelobaba FCII
Vice President (Local Institutes)
Overview
• Mission statement, key
objectives and key
achievements
• Tools available
• Local analysis and
membership survey
results
• Next steps
What Good Looks Like
Mission Statement, Objectives and Achievements
Mission statement
“The objects of the institute
shall be to adopt as far as
applicable the objects of The
Chartered Insurance Institute
as defined in its Charter and
otherwise to promote personal
and friendly intercourse
between members”
In support of the CII Charter
and Local Institute Constitution
Key objective
• Overview of Vice President role
• Key project – what good looks like
• Key objective of the project is to provide
consistency and support within the following
areas:
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CPD events – lectures, seminars, workshops, etc
Social events (including annual dinner)
Working with the CII – areas of support
Enhancing LI communications to members
The journey so far
• First AMM employed – model proved to be successful
• Second AMM employed - membership survey reveals AMMs are
making a difference
• Vice President, Local Institutes role developed and implemented
• Third AMM employed
• What Good Looks Like Project team formed
Branko Bjelobaba
Julie Hicks
David Irvine
Gareth Jones
Initial achievements
• The project team have achieved the following:
– Analysis of LI activity and active chasing of financial returns
– Updates to LIDC & Representative Council
– Local institute consultation events across the UK
– Improved communication network between LI Councils and
the CII
• Network News
• The Journal
• Support of Maree Hall
– Research of council members and their roles through SNAP
questionnaires
– Increased AMM responsibility – UK South & UK North
AMM achievements
• Local Institute Toolkit
– 59 out of 60 institutes signed up to Phases 1 & 2
– Professional brand and marketing collateral
– 40 out of 60 institutes signed up to Phase 3
– Interactive websites launched – ongoing roll out
– Positive membership survey results
AMM achievements
• Improved local relationships with other professional bodies
– BIBA
– PFS
– ACCA
• Development of key projects
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Young Professional Groups
Insurance Awards
Study & Reference Centre
Study Groups and Revision Courses
Relationships with key organisations and educational
establishments
– Enhanced local PR
• UK wide marketing knowledge and support
• Network Conference 09 – 56 institutes in attendance
What Good Looks Like
Tools available
Tools available
• Local Institute Tools
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Local Institute Manual
Representative Council
Local Institute Development Committee – Under Review
Higher and Further Education Links
AMM Support
Local Institute Toolkit
Secretariat Support and Expertise - Maree Hall
LI Grant
Special Grant
Tools available
• Reserves held as at December 2007
£1,639,600
• Grants paid in 2008
£739,800
• Special Grants paid in 2008
£458,000
• Total monies available to Local Institutes across the UK
£2,837,400
• Money is therefore NOT an issue!
Additional tools - national marketing
support
• Non-Members
– Brochure aimed specifically at non-members to promote the
benefits of CII or PFS membership
– Interactive PDF available online
Additional tools - national marketing
support
• Members
– A4 landscape membership pack available to all new and renewing
members of the CII
– Pack contains the following; My Knowledge Book / Presidents
Letter / Local Institute Leaflet / Chartered Leaflet
– Redundancy Guide
What Good Looks Like
Local analysis and membership survey results
Analysis of local institutes
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Wide range of events held under the following headings:
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General Insurance
Financial Services
Soft Skills - Educational
Topical
Law / Legal
Majority of LI events are free, though some institutes charge a nominal
fee
Attendance range from 10 through to over 100
Large difference between offerings of similar sized institutes
Inconsistent local membership proposition across the UK – some
institutes currently offer no technical events compared to institutes
offering over ten
Vast majority of institutes meet six times per annum
Vast majority offer examination support
Increased relationships between PFS regions and institutes is needed
Analysis of 2008 Membership Survey
• Over 6,000 responses
– Broad spectrum of roles (23% broking,20%
underwriting,15% claims)
– 65% male / 35% female
– 55% rate value of membership as excellent or
good
– 64% subscriptions paid by employer
Analysis of 2008 Membership Survey
• Local Institute Results
– 37% of respondents have attended a local institute event
– 67% of respondents are aware of Local Institute activities
• Awareness is significantly increased for institutes utilising all aspects of
the communications toolkit
• Awareness has increased slightly from the 2007 survey
– 42% of respondents would like to receive a monthly communication
from their local institute
– 82% state that their preferred method is via e-mail
– 45% prefer to watch an event online
– 55% would like to actually attend an event
– 30% of respondents feel that LI websites will be of practical benefit
– 37% of respondents would like to see online events for remote
attendance – ideal for institutes with a wide spread of members
What Good Looks Like
Next steps
What good looks like
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Technical & Social Events
– A well balanced event programme with a key emphasis on technical rather
than social events
– This could include the following:
• 1 hour seminars
• 2 - 3 hour workshops
• Full day training courses
Communication
– Use the toolkit and the Area Marketing Managers
– Membership Survey – Members want to hear from you once a month
Additional Relationships
– Get to know your PFS Regional Rep & other Professional Bodies
– Engage with local schools and universities – AMMs can support you
– Engage with key local organisations and employers
CII Relationships
– Use documentation provided by Maree Hall – it helps us as well as you
– Ask questions – we are here to help
Added Value
– Meeting needs and requirements of a changing professional market
Core rules
Submit your
returns
Focus on CPD
events
Spend your
grant
Communicate to Engage with CII Share ideas with
your members
head office
other institutes
2009 through to 2010
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Local institutes are key to the success of the CII
We want to help create a more consistent, relevant, accessible and
engaging package of local support for members
This will be built around a first class, modern and vibrant local institute
network
We need your help in order to do this…FACT
Further help will be made available:
– Enhanced internet site – over half of LIs have signed up already
– Financial and support documentation templates – in draft now
– Speaker/events listing – also in draft
– A live forum – part of the web proposition
– Increased AMM support
– Further project support
– Constant feedback and communication to all local institutes
Q&A
Branko Bjelobaba
AMMs
Improving the membership
experience
Martin Reid
Head of Membership Marketing, CII
Agenda
Agenda
• What did our members say?
• What changes have we made?
• What plans do we have?
What did our members say?
2008 Annual Membership Survey
Annual membership survey 2008
Background
2008 membership survey
• Survey issued electronically in December 2008
• Fourth annual survey
• 8,000 members responded
• 6,008 CII
• 1,935 PFS
• Managed by independent research agency
Annual
membership survey 2008
Key performance indicators (CII)
Key performance indicators (CII)
• All six KPIs have
improved over last
three years
• Biggest increase
in ‘influence of CII’
since 2006
• ‘Value of
membership’ –
significant
improvement in
2008
9
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7
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5
2006
2007
4
2008
3
2
1
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Setting and
maintaining
standards of
professionalism
Exams and
qualifications
Our
communications
w ith you
The value of
membership to
you in your
career
The influence of
the CII w ith the
industry
The influence of
the CII w ith the
Government and
the regulator
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Annual
membership
survey
2008
Online:
How do
you
rate
existing online
Online: How do you rate existing online services? (value and
services? (value and awareness)
awareness)
4
90%
3.5
80%
3
70%
2.5
2
1.5
0
60%
50%
40%
1
30%
20%
0.5
10%
0%
Annual
membership
survey
2008
Online:
Which
services
would add
Online: Which services would add significant value?
significant value?
SERVICE
RATING
Industry specific hot topic forums
61.0% (52%)
Searchable database of members
58.8% (47%)
Product specific search tool
47.3% (51%)
Details of your membership/qualification status
47.0% (42%)
Web based events for remote attendance
36.9% (24%)
Choice of main communication method
31.8% (25%)
Seminar and event booking
28.8%
Request for exam remarks and changes
26.7% (21%)
Opinion polls
21.1% (14%)
Sector specific community/ networking portal
Purchase history
20.6%
17.5% (11%)
Annual membership survey 2008
CII and professionalism
CII and professionalism
Four out of five members aware of CII campaign to raise professionalism
(91%)
72% (71%) believe we should be running this campaign
72% (86%) support ambition to raise status of insurance/FS to be on same
standing as other professions (even if this means more emphasis on CPD)
Over two thirds of members expect and believe RDR will be extended to
general insurance
Only 1 in 4 read the Thinkpieces but 3 out of 4 believe we should be issuing
these!
Annual membership survey 2008
Member communications (awareness
and value)
Member communications (awareness and value)
Aware of
Mean value
rating (5)
The Journal (FS)
magazine
90%
(83%)
3.00
(2.82)
Knowledgepack book
52%
(37%)
2.89
(2.63)
46%
(30%)
2.74
(2.60)
Faculty Xpress email
64%
(57%)
2.67
(2.58)
Local Institute
(regional) activities
67%
(83%)
2.56
(2.60)
Think Pieces articles
23%
(18%)
2.51
(2.33)
Research reports
Four out of five say frequency is
about right (same for PFS)
Value rating for Journal and FS
has increased, but local institutes
has fallen slightly from 2007
Strong preference to receive
communications monthly or
quarterly
Email popular although members
still wish to receive printed
magazine
What changes have we made
Awareness of benefits, communications, online
engagement
Improving awareness of member benefits
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New membership retention process
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Tailored for different member groups
Focus on direct debit and online payments
3 month renewal period in line with CII Charter
Member pack to include popular Knowledgebook and member guide
Brochure aimed specifically at non-members to promote the benefits
of CII or PFS membership.
Improving the membership experience
Member communications
Member communications
Improving the online experience – my CII
Searchable database
Full member search with results
Expanded results
Member Opt-out will be added to
CII ‘My Account’ details page
Engaging with our members online
Interactive services
Interactive services
Video, Audio & Presentation podcasts
Bookmarking and sharing service
News tickers
PFS homepage:
GI Faculties:
What plans do we have?
Improving the member experience
Annual membership survey 2008
Background
Future plans
A series of marketing led projects:
 Data capture
 New member “welcome” process
 Revised propositions for students and Chartered members
 Audit of system generated exam correspondence
 Member feedback
 Certificates
 National CPD event programme
 Local institute ‘what good looks like’
 Corporate engagement
Audit
 International engagement
Design
Implementation
Next steps
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Feedback from Network Conference 2009
Establish project teams
2009 member survey (Aug/Sept)
Member roadshows Q3/Q4
Faculty ‘user groups’
Interactive Surgery Sessions
Your Year Ahead
David Ingham
President, Birmingham Insurance Institute
Do’s and Don’ts
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– Involve yourself with the current President
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Joint strategy – 1 year is not enough
Learn from their knowledge of the Institute operation
Learn from them about other Council members
Support them – it’s a big job
Do’s and Don’ts
• Do
– Engage with the rest of Council
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You can’t do it without them
You need to delegate as much as possible
If you want to make big changes you’ll need their support
Many of them are very experienced
Do’s and Don’ts
• Do
– Involve your Employer
• You need to devote time, sometimes during the day
• There will be events that may need sponsorship
• They will gain from your raised profile in the market
Do’s and Don’ts
• Do
– Involve your colleagues
• To cover your work
• To help you with event organisation
• To support your events
Do’s and Don’ts
• Do
– Plan
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Who do you want in the main posts
Are there other people you could encourage to join
What events do you want to run
What charities do you want to support
Are there changes you want to make
Do’s and Don’ts
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Leave it until the last minute
Alienate other Council Members
Surprise your family
Streak at the annual dinner
Do’s and Don’ts
Don’t
Embezzle the
Institute funds
Do’s and Don’ts
• Do
– Remember the CII
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We are all one Institute
We all exist to serve the members of the CII
There are central resources to assist you
Ignore the Luddites
Have some fun