16 EXECUTIVE DIRECTOR’S REPORT FOR THE FINANCIAL YEAR JULY 01, 2016 TO JUNE 30, 2017 T his financial year marked the completion of the first year of our Corporate Strategic Plan, Vision 2019. Our focus continues to be enhancing customer service, improving the financial sustainability of the National Insurance System (NIS) and implementing strategies that improve processes, engage employees and harness innovative technology. Our achievements during this financial period would not have been possible without the requisite people, culture and structural framework which are embodied by the theme of Vision 2019 – ‘From Strategy to Action – Working Together’. After 45 years of NIBTT’s existence, inherent pride in our organisation remains resolute and despite the current macroeconomic challenges in Trinidad and Tobago, we continued to efficiently deliver social protection through a sustainable and innovative National Insurance System. The overall experience of our large and diverse customer base showed a 92.5% customer satisfaction rating, based on an independent survey. We anticipate that over the next three (3) years, our customers will benefit from easier and more efficient access to our services as we continue to implement our Strategic Plan. Niala Persad-Poliah With regard to financial sustainability, we continue to make operational and parametric changes as recommended in the ninth Actuarial Review. During this financial year, we increased contribution rates from 12% to 13.2% and increased the maximum insurable earnings limit from $12,000 to $13,600, with the short- term objective of improving Fund sustainability. These changes were necessary to ensure the continuity of benefits for generations to come. We continue to lobby for further amendments to the NIS in order to improve long-term viability. During the reporting period, significant strides were made in promoting NIS Reform through the media, where we co-hosted two seminars on – “Equal Opportunity and Non-Discrimination in National Budgeting” and “Pension Reform in Trinidad and Tobago – National Insurance System”. We also continued engagement with our key stakeholder groups, representing government, business and labour. In order to ensure that our stakeholders are cognisant of our performance, we present to you an overview of our Key Performance Indicators (KPI’s) for financial year 2017 (FY2017):