2015 CAA South Central Ontario Report to Members

Transcription

1 2015 CAA South Central Ontario Report to Members

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3 Contents. A message from our President & Board Chair... 5 Our Members at the centre of all we do... 7 Helping protect what matters most... 9 Operational highlights Advocacy and community relations Social responsibility Key initiatives Corporate governance CAA South Central Ontario Report to Members 3

4 Jay Woo President & Chief Executive Officer Susan Waywell Board Chair

5 What does it mean to make someone s day better? For the majority of Members who call us, we know they are likely not having a good day. Being stuck on the side of the road is not only stressful, but potentially dangerous too. For us, making sure someone s day gets better starts with our strong commitment to Member safety and to getting them on their way as quickly as possible. All this begins even before a call is placed. In 2015, we began implementing predictive analytics tools for road service calls. These allow us to re-deploy service vehicles, where and when they are needed most, based on weather and time of day. As a result we were able to improve the average arrival time by 15 minutes, compared to similar weather and call volume days from the previous year. When a Member does call, they can be assured that help is on the way through CAA Service Tracker. Launched by CAA South Central Ontario (CAA SCO) in 2014 and integrated into the CAA App, Service Tracker allows Members to track the status of their road service call and even see the location of the service vehicle in relation to theirs via a map interface. In 2015, we partnered with CAA and AAA Clubs to roll out Service Tracker across North America; helping bring further peace of mind for all Members and connecting with them in a way we ve never been able to before. Yet, our focus on safety isn t just limited to roadside service. We are particularly proud that the Orion Travel Insurance company reached a special milestone of issuing one million policies since its start over three years ago. Over a million travellers, and their families, have trusted CAA to protect them on their travels. We have the highest claims honour ratio in the industry (98.7%) because we look for ways to help those in need rather than reasons to deny their claims. This approach has allowed us to grow Orion Travel Insurance across the country by partnering with six sister clubs and itravel2000. Our commitment to safety is an ongoing obsession as we make days better through continuous improvements in Member care, technology, advocacy, products and services. On behalf of the Board of Directors, Senior Management and all our Associates, we would like to thank you, our Members, for your continued support of CAA SCO and we look forward to the opportunity to help make your day better CAA South Central Ontario Report to Members 5

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7 Every day, we are focused on keeping our Members and their families safe while they are on the move, and help them save money along the way. We listen to their concerns about safety, mobility and infrastructure and we advocate on their behalf bringing about change locally and provincially. By putting our Members at the heart of all we do, we have grown to become Canada s largest Automobile Association with over two million Members. Roadside Assistance we re there when you need us most. Your CAA Membership protects you, the individual, not just your vehicle like many manufacturers roadside assistance plans. Members can enjoy the peace of mind their membership provides no matter the vehicle they are in. Our trusted CAA App gives motorists the ability to become a Member, call for assistance and even track their service provider thanks to our Service Tracker tool. Our affiliation with AAA in the United States and other auto clubs around the world means Members are protected on almost every continent. Focused on safety and savings. In addition to keeping you safer on the roads and at home, we also look for ways to add value to your membership. Members can save more than the cost of a membership through our partner savings program, CAA Rewards (with approximately 200 partners in retail, entertainment, dining and more) as well as our CAA Dollars loyalty program. We are always exploring new partners and new ways for our Members to save every single day CAA South Central Ontario Report to Members 7

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9 Insurance products tailored to your needs. Since 1975, we have been offering comprehensive care, dependable coverage, competitive rates and responsive claims service for home and auto insurance. Today, we offer a full suite of insurance products to protect Members and their families including Orion s comprehensive, hassle-free Travel Insurance to protect Members on their trips. CAA Insurance also provides products and underwriting for sister clubs: CAA Niagara, CAA North and East Ontario, CAA Atlantic, CAA Manitoba and CAA Saskatchewan. A retail experience that feels like home. Our 34 CAA Stores across our Club territory are starting to take on a modern home concept, which includes new technology and convenience for our Members. With renovations underway or completed in five of our stores, and more on the way, chances are your next visit to purchase merchandise, buy a movie ticket, get a quote for insurance or book that dream trip, will begin with a warm setting and helpful Associates like a visit to a trusted friend s house. Giving back in ways that matter the most. We have been advocating on behalf of our Members since We aim to represent the interests of CAA Members to municipal and provincial governments, community groups and stakeholders. We also give back to the community through several initiatives focused on road safety, senior mobility and the safety of our youth in and around school zones CAA South Central Ontario Report to Members 9

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11 Corporate. It doesn t matter how our Members reach us for help; whether on their phone or a few taps through the CAA App. Either way, it marks the beginning of making their day better. Our CAA App and Service Tracker tool have enhanced the Member experience for thousands of people in the last few years. And if you are not a Member, these tools also offer on-the-spot membership and Roadside Assistance request services and can help you become a Member right there and then. For seven years in a row, CAA SCO has been recognized as one of GTA s Top 100 Employers by the Globe and Mail. Our seventh Annual Charity Golf tournament was the most successful ever raising over $147,000 for The Hospital for Sick Children in Toronto. Since the inception of the tournament, we ve raised over $647,000 for the hospital. We also donated a total of $59,700 through our new Corporate Membership Donation initiative, where five dollars from the sale of each Corporate Membership went to SickKids Foundation. We donated a total of $78,500 to charities in general through the Corporate Membership Donation initiative. 7th year in a row 89.7% Membership renewal rate 248,833 # of new Members for ,030,159 # of CAA SCO Members 2015 CAA South Central Ontario Report to Members 11

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13 Insurance. CAA Insurance continues to build new partnerships that help us protect more people. We ve expanded our brokerage distribution channel to help protect more people every day. Our new broker relationships are connected to our Guidewire platform, which makes servicing our customers easier and quicker. CAA Insurance launched CAA Distinct, a specialty insurance product for high net worth individuals. We continue to strengthen the partnerships with sister clubs in the federation by underwriting home insurance to the Members of CAA Saskatchewan and CAA Manitoba. The Orion Travel Insurance Company reached a milestone of underwriting one million travel insurance policies since its inception and experienced growth following a full year of operations with six partner clubs and collaboration with itravel2000. To further support more customers CAA Insurance has revitalized web and digital capabilities to ensure we get you what you need in terms of specific insurance coverage. 75,646 92, ,160 # of homes protected by CAA Insurance # of cars protected by CAA Insurance # of travellers protected by Orion Travel Insurance 2015 CAA South Central Ontario Report to Members 13

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15 Automotive and membership services. CAA Roadside and Automotive services launched innovations around business and Member solutions. An easy-to-use CAA App, for IOS and Android, allows Members to request service on a smartphone and enables non-members to become Members just as easily. The Service Tracker tool, available through the CAA App, continues to improve the Member experience by allowing Members to see the location and estimated time of arrival (ETA) of their service vehicle. Service Tracker is now available through all CAA/AAA Clubs across North America and is the first roadside app available on the Apple Watch. QlikView, a business intelligence application was utilized to identify daily hot spots across our territory through Geo-temporal mapping and five day predictive forecasts to better respond to upcoming events that place our service levels at risk. We have also utilized sophisticated analytics and capabilities across our territory to determine where service level opportunities exist. The addition of these new tools has allowed for the development of more effective strategies across our service network. We have evolved our business reporting from what happened yesterday to what can we expect tomorrow. The result is a 34 percent improvement in our average arrival times for the same winter period in 2015/2016 compared to 2014/2015. Interactive Voice Response (IVR) technology gives Members, who are safe at home, the option to place a request for Roadside Assistance without waiting for a live agent to become available. This technology has improved call triaging and aided in reducing the speed of answer, for all Members, particularly on high call volume days. CAA SCO launched Digital Connectivity, a project to increase the digital connectivity of our network. Through this initiative, all tow service providers are digitally connected through tablets and/or smart apps to increase our digital foot print and increase the visibility of our trucks to enhance our Members experience. At launch, 80 percent of our calls were being digitally dispatched, with approximately 29 percent of facilities on a digital platform. The end of 2015 saw our facility penetration increase to 37 percent, with 81.2 percent of calls being digitally dispatched. By November 2016 our goal is to have 95 percent of our calls being digitally dispatched, with at least 80 percent of facilities on a digital platform CAA South Central Ontario Report to Members 15

16 # of CAA Member calls 1,927,985 # of Roadside Assistance calls 1,196,207 # of Roadside Assistance calls dispatched 1,170,522

17 Call Centre service level 76% of calls answered within 30 sec Members surveyed: 95% were satisfied with their roadside experience Members surveyed: 97% were satisfied with their driver

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19 Improving the retail experience. CAA SCO continues to redefine the Member experience at our retail stores. The end result will invoke a modern home concept, with new technology and convenience for our Members. The CAA Peterborough Store relocated and opened in a new location late in December and our CAA Scarborough Store also moved to Pickering and opened early in 2016 to help improve Member convenience. CAA continues to roll out its new store concept with the next renovations taking place at CAA Stores in Guelph and Oshawa, which will be completed by summer of Along with the new-look, CAA SCO is also piloting Wi-Fi for our Members convenience and has evolved the TripTik to a customized online service with print-on-demand booklets for our Members. We have also been working closely with our VIP travel suppliers to ensure that we offer exclusive benefits to Members and are able to differentiate our travel product CAA South Central Ontario Report to Members 19

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21 CAA SCO has been advocating on behalf of its Members since We aim to represent the voice of our Members and ensure that it is heard by government, while keeping Members informed about the issues that affect them. For more information on all of our Advocacy programs and initiatives, please visit caasco.com/community-action. Government Relations. Our government relations team meets regularly with provincial and municipal officials and industry stakeholders about key issues such as road infrastructure, traffic safety, roadside assistance, mobility, the environment and consumer protection. Traffic Safety. From distracted driving to speed limits, CAA works with police and safety partners to help ensure that Ontario s roads are safe. In 2015, our Ontario-wide, multi-media Heads Up! campaign provided education and awareness about the new laws for distracted driving, cycling and Slow Down, Move Over. In addition, we continue to offer resources for stranded driver, winter driving, teen driving, road safety in the classroom, and other timely information. CAA is a dedicated advocate and key resource for road safety in Ontario. CAA Worst Roads. CAA gives the public a chance to weigh-in on the importance of good roads. Over 16,500 people participated in the 2015 CAA Worst Roads campaign helping us focus efforts in advocating for local roads across Ontario that are in need of repair and improved infrastructure. Cycling Safety. CAA is committed to keeping our roads safe for everyone using them, whether on two wheels or four. Our research shows that almost 30 percent of our Members are also cyclists, and we re working to remove the motorist versus cyclist mentality. As more cyclists take to the roads, it s up to all road users to watch out for one another. Our Watch for Bikes campaign acts as a constant safety reminder for motorists and encourages everyone to share the road safely. Seven municipalities in Ontario are using the Watch for Bikes decal on their non-emergency fleet vehicles CAA South Central Ontario Report to Members 21

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23 CAA School Safety Patrol. Approximately 20,000 student patrollers devote more than three-million volunteer hours per year to help their peers stay safe in school zones and on school buses, each day. The CAA School Safety Patrol program continues to develop and nurture student leaders through volunteerism and leadership opportunities such as the CAA School Safety Patrol leadership camp. As a reliable safety partner for all ages, school zone safety and active school travel continue to be part of our focus. Senior Mobility. CAA is dedicated to keeping seniors driving as long as safely possible, as well as developing resources for them and their families when it s time to give up the keys. CarFit is an educational program that offers mature drivers the opportunity to check how well their personal vehicles fit them. CAA and the Canadian Association of Occupational Therapists (CAOT) work in partnership on this program to hold clinics for seniors throughout the territory. CAA Autogreen. In an effort to help reduce our carbon footprint, CAA Autogreen provides Members and the public with opportunities to make a contribution to the environment in simple ways. CAA Autogreen hosts tree planting events in communities throughout the territory, provides eco-driving tips, and offers free and responsible recycling of batteries, motor oil and tires through our annual CAA RecycleDrive event. The RecycleDrive site that collects the most tires receives a $20,000 community investment prize to donate to a local school re-greening project in their community. CAA continues to offer a dual-wand charging station for electric vehicles at our 60 Commerce Valley Drive East location, free-of-charge for public use CAA South Central Ontario Report to Members 23

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25 # of Worst Roads votes # of CAA School Safety Patrollers # of R.I.D.E. Checks reward booklets distributed 16,500 20, ,000

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27 As Canada s largest CAA Club, our goal has always been to be a leader in social responsibility amongst the CAA federation and within our industry. Our commitment to uphold ourselves to the highest ethical standard drives everything we do and is reflected within these four distinct pillars: Environment. We strive for a more sustainable business model by constantly challenging ourselves to reduce our environmental footprint. We are conscious of our impact on the planet and continually work to reduce it. Helping sustain the places we live for ourselves and future generations is the goal. Market Place. As the place where CAA comes face-to-face with Members, it is essential to ensure that our social responsibility activities are aligned. We offer our Members more options and products that are environmentally friendly and aim to make our services more convenient and easier to access. Community. Improving the communities where we do business is our ongoing responsibility, and the notion of giving back is one which we take very seriously. We aim to cultivate strong relationships in the communities where our employees and Members work, live and play. Associates. Developing a socially responsible organization starts and ends with CAA SCO s 1,400+ Associates. Having a respectful, safe and engaging workplace where Associates can grow and help meet the needs of our Members is what we strive for. For more information about our social responsibility initiatives, please visit caasco.com/community-action/social-responsibility CAA South Central Ontario Report to Members 27

28 E N E R GY C HAM PIO N Key Initiative: Reduce waste and energy consumption. Initiative Progress: As part of the Workplace Alignment Project at our Thornhill campus office/floor plans were re-designed and built to permit the maximum amount of natural light into the building resulting in saving lighting and energy costs. Installed state-of-the-art computerized Honeywell Electronic Building Integration (EBI) automation system, to automatically and centrally monitor and control the temperature of the Stoney Creek and Thornhill campus buildings resulting in both energy savings and a higher degree of workplace comfort for our Associates. Replaced five old rooftop air conditioning units (RTUs) with new, energy efficient models in the Chatham, Windsor, Belleville, and Kingston retail stores, to ensure that we abide by the new refrigerant legislation, while keeping maintenance and operating/energy costs low and ensuring Associate/Member comfort. Recognized by Horizon Utilities Corporation as an Energy Champion for replacing the two old chillers and associated pumps and fresh air units at our Stoney Creek building with new, energy efficient models. Introduced a mixed recycling program at our Thornhill campus to facilitate and encourage a higher degree of recycling. Switched over from regular disposable cutlery and plates, to biodegradables in the Thornhill cafeteria.

29 Key Initiative: Provide our Members with eco-efficient options and solutions. Initiative Progress: The RecycleDrive program was expanded and saw the number of collection sites increase by 13.9 percent to 41 percent. Over 2,700 pounds of old and discarded household batteries were collected during the two-week RecycleDrive campaign, as well as over 1,100 litres of old motor oil. In addition, over 2,900 old tires were collected and sent for repurposing. Key Initiative: Community investment aimed at nurturing and growing communities. Initiative Progress: Over 49,000 trees planted on behalf of our Members through our community and Associate planting events in partnership with Forests Ontario since $147 K $147,000 was raised for SickKids Foundation through our seventh Annual Charity Golf tournament. This brings our overall total to approximately $647,000 raised for the Foundation. We raised over $20,000 through our 2015 Associate Charity Casual Weeks for SickKids Foundation, the Canadian Cancer Society, and Heart and Stroke Foundation. Green Communities Canada continued as our corporate charity contribution recipient for the second year in a row, with support going towards furthering School Travel Planning in communities throughout our territory. Approximately 20,000 CAA School Safety Patrol student volunteers continue to help ensure the safety and security of their peers on school buses and at school crossings, in over 800 schools across Ontario. Title sponsor of the driver education focused Sweet Life Road Show, providing full-day, hands-on learning, and key safety strategies, to over 7,500 students in 21 high schools across Ontario. Title sponsor of the annual R.I.D.E. Checks Reward Booklet, providing education and awareness around drinking and driving. Over 248,000 copies of the R.I.D.E. Checks Reward Booklet were distributed in winter 2015/ CAA South Central Ontario Report to Members 29

30 Standing, left to right: Janet Lafortune, Joe Nunes, Ethel Taylor, John Prno, Susan Waywell (Chair), Tony Salerno, Marrianne Bridge, William Carter, Rehana Doobay. Sitting, left to right: William Graham, Reta Coburn, Amy Bryson (Vice Chair), Mervin Daub.

31 The Board and the Management team of CAA SCO are committed to a high standard of corporate governance. The mandate of the Board of Directors is to govern the organization on behalf of its Members to ensure continued financial viability, a commitment to CAA SCO s constitution and the fulfillment of CAA SCO s mission/vision. Through its Committees and as a whole, the Board acts as a cohesive team with shared responsibilities which are clearly defined and understood by all Directors. The Board also periodically assesses its own effectiveness, the performance of board committees and the contribution of individual Directors. For more information about the Board of Directors, including biographies on each member, please visit caasco.com/about-us/corporate-information. CAA trademarks owned by, and use is authorized by, the Canadian Automobile Association. ( /16) 2015 CAA South Central Ontario Report to Members 31