Respectful, Responsive and Right

At the Department of Retirement Systems, our main focus is the customer. With that in mind, we interviewed more than 1,000 customers with one question in mind: What would it take for you to be a 100 percent satisfied DRS customer?

We took your feedback and developed the following customer expectations:

To be treated RESPECTFULLY. You can expect:

  • To be treated as a valued customer by a patient and caring person, who is happy to help you.
  • To be carefully guided through the retirement process.
  • To be informed of the issues that impact your retirement in a way that is easy to understand.

To receive RESPONSIVE service. You can expect:

  • To have quick access to people who can help you.
  • To receive timely responses to your requests.
  • To be kept informed of the status of your requests.
  • To speak with people who anticipate your needs and offer you solutions.
  • To be provided with easy-to-use forms and tools that can be found online.

Information to be RIGHT. You can expect:

  • To receive accurate information from a knowledgeable, professional person.
  • To be paid correctly and on time.

These expectations are now regularly used to measure customer satisfaction. Each month, every DRS leader calls at least one person who recently retired from a DRS system to ask, "Do you feel you got everything you needed from your retirement process?" Through these conversations, we compare the customers€ experiences with the criteria of Respective, Responsive and Right to determine whether expectations were met. The results are examined and discussed each quarter to pinpoint and follow through on opportunities for improvement.

Did we meet your expectations for customer satisfaction? Let us know!