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 was performed by CEM Benchmarking Inc. 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

Grantham, a Des Moines-based marketing and research firm, conducted telephone surveys in 2005 to evaluate customer needs and satisfaction, and measure awareness of IPERS benefits. Respondents rated IPERS' performance high, while awareness of IPERS’ many benefits was rated lower.

Member Survey Highlights
Employer Survey Highlights
Elected Official Survey Highlights

Post Survey Planned Improvements. Following the Grantham survey, IPERS put together a plan of action to improve service where it was most needed. Many of the corrective actions are complete, which demonstrates IPERS’ commitment to delivering the best service possible.

View the Action Plan.