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Centralization of Pension Services Delivery Project

What's New

March 31, 2010

On February 1, 2010 two more services were centralized to the Public Service Pension Centre in Shediac, New Brunswick:

With the centralization of these new services, pension administrators will now contact new members of the public service pension plan directly and provide them with valuable pension information at the beginning of their plan membership.

Purpose

The purpose of the Pension Services Delivery Project (PSDP) is to progressively implement, over the next five years, new and redeveloped pension services in line with the future pension services delivery model described below. This project contributes to the realization of Public Works and Government Services Canada's (PWGSC) vision of providing best practice pension administration services to all plan members, pensioners, employers and sponsors.

Objective

The objective of the project is to improve the suite of pension services and to pursue a centralized delivery of these pension services directly to employees of federal government departments, Crown corporations, agencies and separate employers, who are members of the plan under the Public Service Superannuation Act (PSSA).

Project Result

The project result is that active contributors receive consistent quality pension services:

  • from pension experts located in Public Works and Government Services Canada (PWGSC), with most services delivered by the Public Service Pension Centre;
  • from an efficient organization;
  • utilizing streamlined business processes that maximize the potential of self- service and automation; and
  • governed by standards equivalent to or better than industry best practices.

Project Life Cycle

Guiding Principles

In formulating alternate solutions to delivering pension services, the project team will be guided by the following principles:

  • contributors will have access to the pension experts;
  • contributors will be provided with service at least equivalent to industry best practices;
  • contributors will receive a consistent level of service across Canada;
  • there must be minimal risk associated with the implementation of new and/or modified service offerings;
  • contributors will receive uninterrupted service throughout the implementation of new and/or modified service offerings;
  • wherever possible, contributors will be provided with mechanisms to facilitate self-serve;
  • all service offerings must be cost effective;
  • there must be clear and measurable service level standards established for each service offering; and
  • there will be proactive communication with all stakeholders.

Future Pension Services Delivery Model

A narrative of the future delivery model.

Current Pension Services Delivery Model

A narrative of the current delivery model.

Other Pension Initiatives

Public Works and Government Services Canada (PWGSC) has embarked on a series of related initiatives to ensure compliance with the Public Service Superannuation Act (PSSA) pension legislation and to ensure that PWGSC is positioned to effectively manage the future delivery of pension services. Following is a list of these initiatives.

  • The Pension Modernization Project
  • The Pension Data Correction Project
  • The Pension Communication, Web Development and Pension Training Group