Ron Baker

Executive Director

November 15, 2019

BENEFITS

UPDATE

BENEFIT

SERVICES

Benefit Services OverviewAs of September 30, 2019

3* Includes loan fund

Retirement

Processes

4,957

Assets in Millions* Participants

PERAPlus 401(k)$3,449.1 68,476

PERAPlus 457$929.1 18,755

PERA DC Plan$239.8 6,797

Benefit Estimate

Requests

4,174

Benefit Services OverviewAs of September 30, 2019

(continued)

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124,291 Recipients

Benefits Payroll

$3,512,173,808.56

Contributions Processed

220,486 Members

Individual Counseling Sessions

3,470

$1,791,153,755.04

Benefit Services

Division Projects

» Leading implementation of SB 18-200, including:

• Reviewing all employer leave plans to determine which payouts of

unused sick leave are now PERA salary

• Expansion of DC Choice to higher education and local governments

• Expanding definition of State Troopers to other occupations

» Completed multiyear project to transition to a new employer contribution

reporting system interface

» Transitioning to “pass-thru” reporting methodology where DC choice

employers send all mandatory contributions and reports to PERA, then

PERA compiles and sends DC reports and contributions to Voya

» Hired a new consultant, Milliman, for the life and disability programs, with a

planned RFP for Disability Program Administrator in 2020

» Online Individual Counseling sessions, now in testing phase

» Overall review of processes, procedures, and policies for opportunities for

operational improvement and efficiency

5

6

CUSTOMER

SERVICE

27,381 calls in 2018

Up 117% in 5 years

Highest Volume Call Topics

Health Care

48,709 calls in 2018

Up 191% in 5 years

Refunds

7

PIN/Web Access

38,212 calls in 2018

Up 204% in 5 years

34,473 calls in 2018

Up 109% in 5 years

Retirement Planning

2018 Top Call Topics Among

Members and Retirees

» Members

• Retirement planning/estimates

• Refunds

• PIN/web access

» Retirees

• Health care

• Payroll

• PIN/web access

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How We Do Business

is Changing

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9,87811,006

2014 2018

E-Messages

238,166

230,928

2014 2018

Calls Received

4,8183,186

2014 2018

Walk-ins

3:53

4:24

2014 2018

Length of Call

Service LevelCalls Answered Within 60 seconds

Goal is 80%

10

50.00%

55.00%

60.00%

65.00%

70.00%

75.00%

80.00%

85.00%

2014 2015 2016 2017 2018

Operational Focus

» Staffing

• 2017-2019 Customer Service hired 28 new representatives

• Has driven need to restructure lengthy training program

• Hiring in Denver market is becoming more difficult

» Training

• Ongoing streamlining of training program and skills-based

call routing to achieve faster onboarding

» Quality

• New Quality and Training Analyst position allows us to

monitor more calls for quality

• Analyst and Team Managers conducting more one-on-one

coaching sessions to drive desired behaviors and service

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INSURANCE

PERACare Enrollment

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93,494 TOTAL ENROLEES

73,265 64,690 52,110

Health Care Dental Vision

Insurance Division Projects

» Selected Healthcare Horizons to audit the pre-Medicare Anthem paid

claims from 2018, final report expected in December

» Internal Audit is performing an in depth audit of the Insurance Division

processes and procedures

» Working with pharmacy consultant, ARMSRx, to review all CVS Caremark

claims for financial accuracy, and also for clinical interventions with

prescribers to improve outcomes for members and save costs for the plan

» Hired a new consultant, Milliman, for life and disability programs. Milliman

will help with benchmarking plan provisions and costs, and assist with

future carrier RFP if needed

» Working with Colorado Business Group on Health and the State of

Colorado to look into ways we can work together to bring hospital costs

down for both PERA and the State, and any other Colorado employers who

would want to participate

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