Serving Members

Dedication. Commitment. Service.

We take pride in assisting our almost 90,000 members every step of the way as they move from enrolment to retirement.

In 2016, we sharpened our focus on our member-driven strategy to better connect with and respond to our members’ needs. This approach positioned us to confidently pursue our goal of delivering a world-class pension experience to our members. From transactional services such as buybacks and transfers to providing information that enables members to make informed decisions regarding their pensions, we were here – on the phones, in person and at information sessions held at various locations across the province.

This year also saw a significant increase in retirement requests and other transactions associated with transitioning from active member status to retiree. Despite the increase in volumes, we continued to receive high service scores from members and equally high marks industry wide.

Delivering exceptional service

Our commitment to service was clearly demonstrated in 2016, when two of our pension experts delivered a pension information session to a group of members in a tool shed, the first-ever, near Six Mile Lake in the Port Severn area. While sessions typically take place in hotel meeting rooms, an employer site or at the OPTrust office, we travelled gravel roads, set up in a unique space and delivered an engaging, tailored presentation that helped a small group of our members learn more about their pension options. Questions were answered and members left feeling secure in the knowledge that their pension plan is here for them. We pride ourselves on being here to support our members throughout their careers and provide answers to their questions in the most accessible way.

star

9.1/10

Resounding success dealing with increased retirement volumes yet achieving solid member satisfaction

increase people

60%

increase in retirement volumes over 2015
 
 

presentation

69

pension information sessions

26

cities and towns across the province

personal visit

532

members received services by paying us a visit in person

people process

55,880

member requests received and processed by staff

email

172,734

email notices on a variety of reporting and informational items

call icon

53,532

calls handled

clock

18

second call response time

computer

76,437

online transactions

mail

9,010

notices to fixed-term employees informing of option to join the Plan

score icon

84/100

CEM Benchmarking Inc. score, exceeding the peer group’s median score of 79

processing

84%

of overall member requests were processed within service standards

contact icon

63%

of first-contact resolution

2016 Funded Status Report pages