Plan membership continues to grow as pensioners live longer. This changing demographic has a direct influence on our business goals and long-term strategy.
We are committed to providing Ontario’s working and retired teachers with prompt, reliable pension services and information. And, in 2007, members gave us high marks for our service performance. |
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The Quality Service Index is a measurement of service satisfaction. Our 9.0 rating is based on surveys with members conducted by a third party using a scale of zero to 10. |
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Excellence =
More customization: Providing services that are more proactive and tailored to the individual needs of our members
More choice: Giving members more choice about how they prefer to receive information (i.e., print or online)
More counselling: Helping members navigate complex pension rules and make informed decisions by explaining options that make sense for their individual situations |
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| We have redefined our service delivery strategy and (with apologies to Einstein) dubbed it e=mc3. With more members using services available on iAccessTM Web, our secure member website, we are turning our attention over the next five years to tailoring services to individual needs. |
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| We challenge ourselves every year to improve service levels while managing costs. The cost per member served was $123 last year compared to $138 in 2001. |
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| In its latest report, Cost Effectiveness Measurement (CEM) ranked us third internationally for service quality in comparison to 54 pension plans around the world. |
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