Future Pension Services Delivery Model

Under the new model, contributors will interact directly via various media options with the plan administrator for pension- related activities. The role of client department compensation advisors, as it relates to pension administration, could eventually be confined to initiating input to the departments or agencies' payroll service provider systems for commencing, amending, and stopping employees pension contributions.

In line with the model, subject matter experts will provide member inquiry and advisory services from the Public Works and Government Services Canada (PWGSC) Public Service Pension Centre (PSPC). Caseworks will be processed at the PSPC with mechanisms in place to ensure the accuracy and consistency of advice and services provided to members. There is also the potential, with further investigation, that some pension services (e.g., retirement seminars and face to face advice) could be delivered via PWGSC centre of expertise satellite offices.

Wherever possible, self-serve mechanisms (e.g., Web) or both inquiry and initiation of business process will be provided to members.

The plan administrator will proactively communicate with plan members to provide updates on plan changes which may affect the member contributions and/or benefits.

It should be noted that full transition to the future services delivery model is an extensive and collaborative project as certain pension business processes are greatly maximized by updated technology. The role of the compensation advisors in pension administration will gradually change as revised business processes are implemented throughout the transition period.

Characteristics

The characteristics of the future pension services delivery model are as follows:

• uniformity of pension counselling and advice to contributors;
• uniform communications to contributors;
• consistent service level standards;
• proactive monitoring of service level standards;
• responsive client feedback mechanisms;
• multiple service access options for contributors - including Web, toll free call centre, secure email, secure facsimile, mail, seminars and face to face counselling; and
• proactive data management.