Ontario Teachers Pension Plan Meeting Increased Business Demands

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Ontario Teachers Pension PlanMeeting Increased
Business Demands

• Rosalie Erman
• Jason Rogers
• PRISM, May 2001

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Agenda

• Introduction
• Demands we face
• Tools to meet demands
• New measurements
• Future directions

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Ontario Teachers Pension Plan

• Corporate Vision
• Outstanding Service Today, Retirement Security
  Tomorrow
• Member Services Vision
• To provide every member with immediate,
  personalized service

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Ontario Teachers Pension Plan

• Largest single pension plan in Canada
• 73 billion (Cdn) in assets
• Defined benefit plan
• Membership
• 150k active teachers
• 90k inactive teachers
• 72k pensioners
• 236 employers

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Ontario Teachers Pension Plan

• 500 staff
• Member Services (250)
• 60 Pension Benefits Specialists
• 45 MIS
• 35 EIS
• 12 QA
• Investments (250)

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Member Services

• 2000
• 180,000 phone calls
• 12,500 purchase of credit
• 6,000 pension inceptions
• 2,500 termination estimates
• 2,200 transfers
• 2,600 death benefits
• 153,000 award winning annual statements

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Overall Activity
37,401
2000 Q1 13,935 2000 Total
53,622 2001 Q1 47,700 ( 242) Includes
32,918 batch pension estimates that were produced
for the plan changes.
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Telephone Service Levels
Number of calls
Seconds
Calls Answered Total calls in/out Average
response time 2000 Q1 30,214 51,710 2000 Q1
32 sec. 2000 Overall 28 sec. 2001
Q1 45,824 ( 52) 64,406 ( 25 ) 2001 Q1 41
sec.
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March Telephone Volumes
Number of calls
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Quality Assurance
approved
Approved cases Returned cases of cases
returned 2000 Q1 5,842 637 2000 Q1
9.8 2000 Overall 9.3 2001 Q1 38,478 (
559) 646 ( 1) 2001 Q1
1.6 Includes 32,918 batch pension estimates
that were produced for the plan changes.
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Development Focus

• Internal productivity
• Immediate, personalized service
• Self service

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Development Focus

• Internal productivity
• BEST
• Benefit and Entitlement System for Teachers
• CTI
• Computer Telephony Integration
• EDL
• Electronic Distribution of Letters
• BPA
• Business Process Automation
• Immediate, personalized service
• Self service

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Development Focus

• Internal productivity
• BEST
• Benefit and Entitlement System for Teachers
• CTI
• EDL
• BPA

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BEST April 97

• Windows NT
• Tree/Detail GUI
• Benefit calculations
• Workflow automation
• Speed
• Client focus
• Desktop integration
• Component testing

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BEST Dec 97 - April 98

• Termination /Retirement Estimates and Options
• provide all entitlements options to our clients
• termination estimates from gt30 to 5 minutes
• Pension Finals
• Phone mode
• Real time estimated options
• Smart letters
• faster, more informative, more of them
• Workflow integration

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BEST Architecture
Document Imaging
MS office
Calculations
Client data
What if scenarios
AS400 DB2
Workflow
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Development Focus

• Internal Productivity
• BEST
• CTI
• Computer Telephony Integration
• EDL
• BPA

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BEST Architecture post CTI
Document Imaging
MS office
Calculations
Client data
CTI
Screen pop
Wrap-up
What if scenarios
Workflow
AS400 DB2
Quality Recording
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Development Focus

• Internal Productivity
• BEST
• CTI
• EDL
• Electronic Distribution of Letters
• BPA

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BEST Architecture post-EDL
Document Imaging
MS office
Auto mailroom
Calculations
EDL
CTI
Client data
Screen pop
Wrap-up
What if scenarios
Workflow
AS400 DB2
Quality Recording
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Development Focus

• Internal Productivity
• BEST
• CTI
• EDL
• BPA
• Business Process Automation

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BEST Architecture post-BPA
Document Imaging
MS office
Auto Mail room
Calculations
EDL
CTI
Screen pop
Client data
Wrap-up
What if scenarios
Workflow
Automated Process
Quality Recording
AS400 DB2
Automated Dispatcher
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Development Focus

• Internal productivity
• Immediate, personalized service
• iAccess
• Client Readiness
• Self service

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New Measurements

• Objective
• Align key corporate and divisional measurements
  with the
• long term strategy immediate, personalized
  service.
• iAccess
• quantitative measurement of immediate service

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The iAccess Measure

• Replaces 10 day Currency as fundamental daily
  measurement
• Measures total member experience vs. internal
  efficiency
• Provides enhanced workflow control (e.g.,
  reminders, targeted activities)
• Objective to increase iAccess year over year

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The iAccess Measure

• Immediate Service
• Telephone Inquiries handled immediately- no case
  created
• Entitlement Cases - completed within 2 business
  days
• Service completed on Web (future)
• Definition of immediate service will evolve

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Workload Management

• Daily measurement goal
• year-to-date percentage of services that meet the
  immediate standard
• total cases in system
• Pension Benefits Specialists Objectives
• provide complete service over the phone
• reduce turnaround time
• one touch case processing

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Client Readiness

• Assess client
• data
• entitlement calculations
• immediate assessment
• Client Readiness measure
• target clean up efforts
• increase population
• Workflow
• integrate workflow
• move from reactive QA to pro-active Audit

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Development Focus

• Internal productivity
• Immediate, personalized service
• Self service
• Employer Web
• Member Web
• cti
• collaboration

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Employer Web

• B2B Business to Business
• Accurate information is critical to Member
  services
• Focus on validation and timeliness of data
• Deployed a system for capturing leave information
• Next focus is on reconciliation process

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Member Web

• B2C Business to Customer
• Enhance the experience with collaboration, not
  automation for cost savings
• Full integration with business systems
• CTI a call-me button
• Calculations are the same as for internal systems
• Capture analytical information on customer
  patterns and feedback results

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Summary

• Business strategy drives IT development
• Demands are both internal and external
• Improve service we provide to our clients by
• increasing internal productivity
• providing members with immediate, personalized
  service
• integrating employers and teachers into our
  processes and systems

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QA
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