CalPERS and Accenture accomplished an enormous feat. The outcomes spoke for themselves:
Enhanced user effectiveness. At launch, more than 1,600 internal users at CalPERS went from using up to 10 legacy systems daily to just one. By creating efficiencies and enabling modernization, the new system allowed resources to be redirected to new growth and new roles.
Dependable, fast online service. More than 460,000 page views are accessed daily, with an average response time of less than two seconds across the exchange. Since launching, the system has encountered just two hours of unplanned downtime. By creating a web self-service environment that facilitates “one-stop shopping”, the system brings all the benefits of advanced digital “usability” to customers and stakeholders.
Greater automation. The new system automatically factors in member status changes for retirement benefits, eliminating the need for a benefits specialist to handle or review a request. The system also automatically recalculates benefit amounts when statuses change or earnings limits are exceeded.
Broad self-service adoption. Today, all employers use the system. CalPERS bold initiative proves what can be achieved when innovative technology is combined with a truly collaborative approach. The transformed delivery system now serves as an international model for complex organizational change, demonstrating the power of technology to improve citizens’ lives.