Benefit Services OverviewAs of September 30, 2019
3* Includes loan fund
Retirement
Processes
4,957
Assets in Millions* Participants
PERAPlus 401(k)$3,449.1 68,476
PERAPlus 457$929.1 18,755
PERA DC Plan$239.8 6,797
Benefit Estimate
Requests
4,174
Benefit Services OverviewAs of September 30, 2019
(continued)
4
124,291 Recipients
Benefits Payroll
$3,512,173,808.56
Contributions Processed
220,486 Members
Individual Counseling Sessions
3,470
$1,791,153,755.04
Benefit Services
Division Projects
» Leading implementation of SB 18-200, including:
• Reviewing all employer leave plans to determine which payouts of
unused sick leave are now PERA salary
• Expansion of DC Choice to higher education and local governments
• Expanding definition of State Troopers to other occupations
» Completed multiyear project to transition to a new employer contribution
reporting system interface
» Transitioning to “pass-thru” reporting methodology where DC choice
employers send all mandatory contributions and reports to PERA, then
PERA compiles and sends DC reports and contributions to Voya
» Hired a new consultant, Milliman, for the life and disability programs, with a
planned RFP for Disability Program Administrator in 2020
» Online Individual Counseling sessions, now in testing phase
» Overall review of processes, procedures, and policies for opportunities for
operational improvement and efficiency
5
27,381 calls in 2018
Up 117% in 5 years
Highest Volume Call Topics
Health Care
48,709 calls in 2018
Up 191% in 5 years
Refunds
7
PIN/Web Access
38,212 calls in 2018
Up 204% in 5 years
34,473 calls in 2018
Up 109% in 5 years
Retirement Planning
2018 Top Call Topics Among
Members and Retirees
» Members
• Retirement planning/estimates
• Refunds
• PIN/web access
» Retirees
• Health care
• Payroll
• PIN/web access
8
How We Do Business
is Changing
9
9,87811,006
2014 2018
E-Messages
238,166
230,928
2014 2018
Calls Received
4,8183,186
2014 2018
Walk-ins
3:53
4:24
2014 2018
Length of Call
Service LevelCalls Answered Within 60 seconds
Goal is 80%
10
50.00%
55.00%
60.00%
65.00%
70.00%
75.00%
80.00%
85.00%
2014 2015 2016 2017 2018
Operational Focus
» Staffing
• 2017-2019 Customer Service hired 28 new representatives
• Has driven need to restructure lengthy training program
• Hiring in Denver market is becoming more difficult
» Training
• Ongoing streamlining of training program and skills-based
call routing to achieve faster onboarding
» Quality
• New Quality and Training Analyst position allows us to
monitor more calls for quality
• Analyst and Team Managers conducting more one-on-one
coaching sessions to drive desired behaviors and service
11
Insurance Division Projects
» Selected Healthcare Horizons to audit the pre-Medicare Anthem paid
claims from 2018, final report expected in December
» Internal Audit is performing an in depth audit of the Insurance Division
processes and procedures
» Working with pharmacy consultant, ARMSRx, to review all CVS Caremark
claims for financial accuracy, and also for clinical interventions with
prescribers to improve outcomes for members and save costs for the plan
» Hired a new consultant, Milliman, for life and disability programs. Milliman
will help with benchmarking plan provisions and costs, and assist with
future carrier RFP if needed
» Working with Colorado Business Group on Health and the State of
Colorado to look into ways we can work together to bring hospital costs
down for both PERA and the State, and any other Colorado employers who
would want to participate
14