Quality of Service

IPERS takes the responsibility of pension administration seriously, and works hard to monitor and improve the quality of the service we deliver to our customers. We measure how well we:

• Provide outreach to our members about their rights, benefits, and retirement options.
• Address employers’ questions on reporting procedures and support to their employees.
• Respond to questions and requests for information, forms, and benefit estimates.
• Administer refunds, service purchases, and benefit payments.

Independent Evaluations

One way pension providers like IPERS objectively assess the service they provide to their customers is by hiring independent evaluators.

Discussed further under Cost Effectiveness (see link on the left-hand menu), this study is performed by CEM Benchmarking Inc. each year to examine IPERS’ administrative costs and level of service against other public pension agencies of comparable size. The study demonstrates IPERS’ high level of performance compared with other pension funds.

CEM Benchmarking Analysis Executive Summary