COMMUNITYCONNECTEDTo develop mutually beneficial relationships with communitiesSUCCESSTHROUGHINNOVATIONTo innovate for differentiation and growth13CommunityThe sustainability of communities inwhich <strong>GMHBA</strong> operates is important to<strong>GMHBA</strong> and we are continually lookingfor new ways to make a real and lastingcontribution.<strong>GMHBA</strong>’s commitment to supportingthe health and wellbeing of Australian’shas led to a number of significantinitiatives over the past 12 monthsincluding:• A partnership with the Bendigo BankCommunity Enterprises, enablinglocal communities to fund projects tobenefit their community.• Staff casual dress days, with a staffdonation matched by the company,benefiting organisations such as Makea Wish Foundation, Scope, LifesavingAustralia and Lifeline.• Funding of a business partnershipscoordinator with BacLinks to enablethat organisation to grow itsmembership base and therefore domore in connecting businesses tocommunity needs.• Community Benefits programs thatprovide a donation to not-for-profitorganisations when new membersjoin and nominate the not-for-profitorganisation.• A partnership with United Way,including funding of United Way’sannual marketing materials andsponsorship of crucial fundraisingevents.Staff have embraced assistingcommunities by participating incompany initiated volunteeringopportunities. In partnership withBacLinks, an organisation thatfacilitates matching the needs ofcommunity organisations with theabilities of business, formal staffvolunteering increased by more than150 hours. Staff have also contributeda percentage of their regular salarythrough a workplace giving programwith United Way.ay.Member Wellness<strong>GMHBA</strong> has a number of wellness andchronic disease management programswhich are designed to assist ourmembers to manage their health.One such program is for our memberswith Diabetes or Cardiac Disease. Ourmembers who participated in theprogram have received the followinghealth benefits:• Reduction in blood pressure;• Reduced blood glucose(diabetics only);• Reduced body mass index; and• Reduced total cholesterol.A reduction in these physiologicalmeasurements goes a long way toreducing the incidence of thecatastrophic co-morbidities, such asblindness, kidney failure, amputation,stroke and death, that can accompanydiabetes and cardiac disease.Staff WellnessAs a company that supports the healthof our communities, this includes thehealth of our own staff.Last financial year, <strong>GMHBA</strong> trialled a 12week staff wellness program, based onthe principles of apparent age, asespoused by Dr. John Tickell. Theprogram was successful in achievingthe following health improvements:• Participants achieved an onaverage 2.81 year lowering of theirapparent age;• There was a 4% increase in VO2 max,which is an indicator of fitness;• There was a 24% increase in strength(measured using push ups, sit upsand squats);• There was a 1.78cm improvement inflexibility;• Resting and recovery heart rateslowered by 3bpm across the group;and• 89% of participants either maintainedor improved their apparent age.In light of these positive results, theprogram is now available on anongoing basis for all staff.Much has been written about theglobal financial crisis. Yet history showsus that during times of economicdownturn, innovation can sweepaway older business models and lay aplatform for renewal and growth.<strong>GMHBA</strong> was created out of the greatdepression back in 1934. For 75 years<strong>GMHBA</strong> has successfully responded tochanges to the business environment.Innovation is at the core of our strategy.<strong>Health</strong> insurance is increasingly seento be a commodity and one healthfund typically looks and operates likeanother. Marketing costs are on therise, as are claims costs resulting inrelatively low industry underwritingmargins. Furthermore, increasinglyinformed customers are betterequipped to compare and change fundsthan ever before.Simplicity is increasingly beingchallenged by complexity. <strong>GMHBA</strong>believes it is better to out-think thanout-spend our competitors. Ourprimary goal is to improve our productsand service levels while keepingpremiums affordable for our members.Therefore innovations that focus onsimplicity, enhance service levels andhelp us grow efficiently are a highpriority.<strong>GMHBA</strong> aims to be recognised forleveraging cost effective innovationthat benefit our members. In therelatively conservative health insuranceindustry it may be rare to even declarea strategic intent of ‘Success ThroughInnovation’.Based on emerging service andtechnology trends, <strong>GMHBA</strong> alsoundertakes numerous ‘Beta’experiments to explore potential areasof business advantage. Examplesinclude ‘tweeting’ members, creatinghealth related widgets and creatingiPhone friendly content right throughto establishing interactive content onsocial media sites.Based on the outcome of suchexperiments, we assess what worksand discard what doesn’t. Examplesof <strong>GMHBA</strong> innovation which passedfrom idea to implementation includeweb chat and Skype, both of which arenow fully integrated into our memberservice technologies.Innovation has an equal focus onproduct, service, operational andmanagerial innovation.While innovation can be ongoingand incremental in effect, strategicinnovation is also important at <strong>GMHBA</strong>.Importantly we believe we’re welladvanced down a path of communityengagement that will help ensure ahealthy future for both <strong>GMHBA</strong> and ourmembers, for decades to come.14• Bushfire Appeal staff donationmatched dollar for dollar by <strong>GMHBA</strong>.
ENABLINGCAPABILITYTo align capability so as to effectively execute strategy<strong>GMHBA</strong> Limited ABN 98 004 417 09215Enabling capability underpinsthe delivery of the other strategicintents; focusing on delivery throughtechnology and developing employees.To ensure <strong>GMHBA</strong> can deliver onstrategy, we must have the relevanttools and employees with the rightskills, combined to be effective.Performance ManagementWe have revised our performancemanagement system to support thedevelopment and delivery of targets.We have shifted to a performancemanagement system with an emphasison action that is goal driven, whereresults count and productivity is valued.Technology Upgrade<strong>GMHBA</strong> embarked on a serviceupgrade project in the latter half of theyear. The project saw the introductionof a multi-media contact centre system,which allows <strong>GMHBA</strong> a greaterservice ‘reach’ by offering prospectivemembers and members alike, severalways to contact us; via phone, email,and web chat.Website ImprovementsThe <strong>GMHBA</strong> website provides essentialself service facilities to members, aswell as presenting the informationand on-line quoting required forprospective members to join <strong>GMHBA</strong>on-line with ease.The layout of the <strong>GMHBA</strong> websiteunderwent a facelift during 2008,providing improved navigation anda refreshed design. The updatehas provided increased membersatisfaction, with feedback confirmingthat members can now locate relevantinformation quicker and more easily.Prospective members are now stayingon the <strong>GMHBA</strong> website longer wheninvestigating <strong>GMHBA</strong> and our products.Project Management<strong>GMHBA</strong> has implemented anorganisational wide projectmanagement discipline andmethodology to ensure we can deliverour strategy on time, on quality andto budget. The disciplined projectmanagement philosophy has increasedthe speed and quality of projectdelivery across the organisation. Tofacilitate the project methodology,<strong>GMHBA</strong> has established a ProjectOffice with the purpose to assist inthe consolidation, tracking, progressreporting and status of <strong>GMHBA</strong>projects and programs against anumber of key quality areas. This hasled to the completion of a numberof projects with a direct impact onour internal efficiencies, membersatisfaction and service.<strong>GMHBA</strong> LimitedABN 98 004 417 092Financial <strong>Report</strong>For the year ended 30 June <strong>2009</strong>16 17
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