8 Two critical customer service initiatives which span the life of the NIBTT’s strategic plan period are: (a) ensuring the completeness of customer- contribution records; and (b) design/implement an end-to-end ICT system. These initiatives are expected to transform the operations of the NIBTT and the Board continues to closely monitor their progress. Initiatives successfully completed during the 2016-2017 financial year in our pursuit of service excellence include: (a) the mapping/redesigning of our processes; and (b) the design/implementation of a Business Continuity Management Framework. CLOSING REMARKS The Board, Management and Staff are committed to the vision of the NIBTT and firmly believe that with the support of all key stakeholders, we will efficiently deliver social protection through a sustainable and innovative NIS. I humbly thank my fellow Directors for their commendable service to this esteemed institution and commend the tireless efforts of Management and Staff over this 2016-2017 financial year. Michael Toney Chairman