Mission Focused Teacher Retirement System

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Mission FocusedTeacher Retirement System
Ronnie Jung Deputy Director
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TRS Mission

• To deliver retirement and related benefits
  authorized by law for members and their
  beneficiaries and
• To prudently invest and manage the assets held in
  trust for members and beneficiaries in an
  actuarially sound system administered in
  accordance with applicable fiduciary principles.

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TRS Philosophy

• Dedicated to professional, accurate, timely, and
  cost-effective delivery of services.
• Sensitive, caring and fair to those we serve and
  to our co-workers.
• Take pride in our work and strive to continuously
  improve.
• Open, responsive, and ethical.

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A Snapshot View

• 1 Million Members
• 80 Billion Pension Fund
• 4 Billion Annual Payout to Annuitants
• Retiree and Active Members Insurance Plans
• 425 Employees

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TRS directly serves 1 in 20 Texans.
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Teacher Retirement SystemCompact with Texans

• TRS is committed to achieving the highest levels
  of customer satisfaction by delivering services
  consistent with our mission and in a manner that
  actively encourages honesty, integrity, and
  ethical behavior among our employees.

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Sunset Review

• 1992

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In 1992 began TRS 2000 Project
Initiative to Improve member satisfaction with
TRS services, including

• Benefit Information Services, such as retirement
  counseling and account information requests
• Benefit Delivery, such as processing retirement
  requests, refunds, billing for service
  repurchase, and beneficiary claims

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Another Sunset Review

• 1994

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New Management

• Board Restructured
• Financial Experts Added
• Governor Appoints Chair
• In late 1995, new Executive Director selected by
  Board

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Cooperative Relationships with Stakeholders

• Governor
• Legislature
• Legislative Committees and Staff
• Members
• Employees

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Survey of Organizational Excellence 96, 98, 00,
02

• After each survey . . .
• Senior management analyzed results and developed
  communication plan for employees
• Actively solicited employee views on how to
  improve their departments and the agency

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Survey Strategies
Agency-wide Efforts

• Published special employee newsletters on results
• Indicated areas of strength and concern
  identified by employees
• Highlighted areas of progress since 1996 survey
• Offered full access to agency-wide results
• Encouraged employee involvement in developing
  solutions through various means (meetings, email,
  anonymous paper suggestions, etc.)

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Survey Strategies
Benefit Services Efforts

• Used focus groups to develop job descriptions,
  job standards, and workable team structures.
• Prompted two-way communication about
• areas of concern continued process
• with small group touch base meetings.
• MBWA Chief Benefit Officer recognizes each
  staff members employment anniversary every year.

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Key Survey Results 2002

• 59 response rate in 2002 up 13
• All 20 constructs rated higher than in 2000 (and
  all but Fair Pay consistently increased with each
  iteration)
• All 20 constructs rated higher than peer agencies
• All five dimensions rated higher than all other
  survey respondents results

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Board Involvement

• Supported additional FTEs and resources for the
  agency -- Approved by the Legislature
• Supported career ladder development and
  competitive staff salaries

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Building Morale Commitment

• Employee Involvement in Strategic Planning
• Donuts with Dunlap meetings
• Appleseed Recognition Process
• (Apple-a-Day notes, Peck of Thanks,
• Bushel of Fun, Golden Apple Awards)
• Chalkboard Employee Newsletter
• Increased Training Opportunities
• for All Leadership Skills Training
• Casual Days Expanded

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Membership Involvement

• TRS conducted Member Satisfaction Surveys in
  1998, 2000, and 2002 to assess effects of
  internal changes on customer satisfaction
• 2001 Mystery Shopper program (customer service
  evaluation project) for Benefit Counseling
• These quantitative and qualitative assessments
  helped TRS fine-tune efforts to improve agency
  service delivery

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Quantitative Outcome2002 Goals and Actual
Performance

• Actual 96
• Actual 98.3

• Goal Percent of active members rating TRS
  services satisfactory or better85
• Goal Percent of retired members rating TRS
  services satisfactory or better85

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Quantitative Outcome2002 Goals and Actual
Performance
Efficient and effective delivery of services has
fiscal impact, which benefits all members of the
system.

• Actual 25.00

• Goal Annual Operating Expenses Per Active and
  Retired Member (excluding Investment costs)--
  25.20

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Qualitative Outcome
A Mystery Shopper program evaluated the quality
of all Benefit Counseling services from
OctoberDecember 2001, including

• Office visit appointments
• Benefit presentations throughout Texas
• Telephone counseling information services
• TRS lobby services
• TRS received a higher score than any other
  government agency evaluated by the private sector
  research firm conducting the evaluation

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Conclusion
A broad range of efforts by management to

• Remain focused on mission and provide an
  environment that supports employees in their
  pursuit of goals (including adequate resources,
  clear expectations, and appropriate recognition
  and rewards)
• has resulted in an exemplary level of service to
  TRS members.

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Challenges Ahead

• Funding
• Membership
• Legislation
• Operational/ Staffing

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Questions Answers