Welcome

Barry Smith

Deputy President, CII

Introduction

Dr Alexander Scott

CEO, CII

Your professional body

• Rapid growth since 2000– Revenues nearly doubled– Membership up 50%– Continual operating surplus, but in line

with not-for-profit status

• Proposition development– General Insurance framework– QCA regulation– Set up Professional Standards Board– Published first Code of Ethics– Award winning Talent programme– Broker Academy– Chartered Financial Planner title– Corporate Chartered titles

Considerable progress made ...

2000 2008

Membership 65k 93.5k

Revenues £16m £30m

Cash & investments

£4.7m £16.5m

Revenue per staff member

£100k £160k

Your professional body – 2009 plans

• 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

A COMPREHENSIVE AGENDA FOR GI PROFESSIONALISM

InnovationsTakaful Revision Mate Learning Statement

My CII Podcasts Redundancy Guide

What Good Looks Like

Branko Bjelobaba FCII

Vice President (Local Institutes)

• Mission statement, key objectives and key achievements

• Tools available • Local analysis and

membership survey results

• Next steps

Overview

What Good Looks LikeMission Statement, Objectives and Achievements

In support of the CII Charter

and Local Institute Constitution

“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”

Mission statement

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: – CPD events – lectures, seminars, workshops, etc – Social events (including annual dinner) – Working with the CII – areas of support– Enhancing LI communications to members

Branko Bjelobaba Julie Hicks David Irvine Gareth Jones

• 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

The journey so far

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

• 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 – 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

AMM achievements

What Good Looks LikeTools available

• Local Institute Tools– 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!

Tools available

• 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

Additional tools - national marketing support

What Good Looks LikeLocal analysis and membership survey results

• Wide range of events held under the following headings: – 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 local institutes

• 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

Analysis of 2008 Membership Survey

What Good Looks Like

Next steps

• 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

What good looks like

Submit your returns

Focus on CPD events

Spend your grant

Communicate to your members

Engage with CII head office

Share ideas with other institutes

Core rules

• 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

2009 through to 2010

Q&A

Branko Bjelobaba

AMMs

Improving the membership experience

Martin Reid

Head of Membership Marketing, CII

Agenda

• What did our members say?

• What changes have we made?

• What plans do we have?

Agenda

What did our members say?2008 Annual 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 2008Background

2008 membership survey

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Annual membership survey 2008Key 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

Annual membership survey 2008Online: How do you rate existing online services? (value and awareness)

Online: How do you rate existing online services? (value and awareness)

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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 20.6%

Purchase history 17.5% (11%)

Annual membership survey 2008Online: Which services would add significant value?

Online: Which services would add significant value?

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 2008CII and professionalismCII and professionalism

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

Aware ofMean value

rating (5)

The Journal (FS) magazine

90%(83%)

3.00(2.82)

Knowledgepack book 52%(37%)

2.89(2.63)

Research reports 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)

Annual membership survey 2008Member communications (awareness and value)Member communications (awareness

and value)

What changes have we madeAwareness of benefits, communications, online engagement

Improving awareness of member benefits

• New membership retention process– 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 experienceMember communications

Member communications

Improving the online experience – my CII

Searchable databaseFull member search with results

Expanded results

Member Opt-out will be added to CII ‘My Account’ details page

News tickers

PFS homepage:

GI Faculties:

Video, Audio & Presentation podcastsBookmarking and sharing service

Engaging with our members onlineInteractive services

Interactive services

What plans do we have?Improving the member experience

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 Certificates

Member feedback National CPD event programme

Local institute ‘what good looks like’

Corporate engagement International engagement

Annual membership survey 2008Background

Future plans

ImplementationAudit Design

Next steps

• 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 InghamPresident, Birmingham Insurance Institute

Do’s and Don’ts

• Do– Involve yourself with the current President

• 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

• 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

• 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

• Don’t– 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

• 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