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12 | 21 Strategic Plan - Our response: key outcomes
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Our response

Our approach | Key initiatives | Key strategic plan outcomes

  • More responsive and agile systems will enable us to respond with greater efficiency to administrative, legislative or plan rule changes, improve service and maintain service standards. Better systems integration will also mitigate effort and risk associated with manual processes
  • Clients will be able to access and manage their data, such as address updates, online. This will reduce administrative work for staff and allow them to focus on providing more value-added services to members and employers
  • Better data collection will create opportunities for more timely electronic and member direct communications, reducing both mailing costs and employer administrative workload
  • Members and employers will have even better access to personalized service with the development of a dedicated service centre supported by upgraded telephone technology and the PensionPedia information management database
  • Through greater automation of processes we will reduce the risk of error
  • We will be better able to understand changing client needs and provide services that meet their expectations through enhanced survey methodology and effective market segmentation
  • Key online features will include the ability to submit retirement applications; subscribe to electronic delivery of information; monitor the progress of service requests; get immediate feedback on data submission errors; and receive notices from the corporation around key events, such as vesting, returning from parental leave or nearing retirement
  • Plan members, employers and trustees will receive even better, more consistent and more timely service delivered more efficiently, through better data management, plus improved case management processes and tools to triage, track and respond to service requests
  • Trustees’ decision making will be supported by better business intelligence, greater research and analytical capabilities, plus enhanced workforce planning and training
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