Department Of Retirement Systems Customer Experience Improvement Plan 2026-2027
The Department of Retirement Systems' Customer Experience (CX) Improvement Plan outlines proposed enhancements to key services to improve efficiency, quality, and customer satisfaction, in compliance with Executive Order 25-06. The plan focuses on three core elements: Customer Engagement, Technology, and Process, with specific goals including developing customer journey maps, establishing satisfaction metrics, expanding data collection, initiating improvements to the online member portal, and providing relevant customer resources. This plan is designed to integrate into the agency's upcoming six-year strategic plan, leveraging the transformative capabilities of the CORE: Pension Administration Modernization (PAM) project and the Neospin platform to meet evolving member needs.