CalPERS Launches New Toll-Free Customer Service Number; 888-CalPERS -- 225-7377 -- for Members and Employers.

Business Editors

SACRAMENTO, Calif.--(BUSINESS WIRE)--Aug. 13, 2003

In its ongoing effort to improve customer service, the California Public Employees' Retirement System has launched a new consolidated toll-free telephone number for all customer service calls -- for CalPERS members and contracting employers -- (888) CalPERS (225-7377).

From now on, CalPERS members and representatives of CalPERS contracting employers can call one easy-to-remember, toll-free number for customer service assistance. An interactive voice response system will route member calls to the CalPERS Customer Contact Center and employer calls to the newly created Employer Contact Center. Specially trained customer service agents will be on hand to answer questions and provide customer assistance. If an issue is especially complex or technical, the call can be referred to a staff expert for assistance. Every effort will be made to assist the caller during the initial call, resulting in more immediate service.

"This is a major milestone in our ongoing effort to improve customer service for our members and employers," said CalPERS Chief Executive Officer Fred Buenrostro. "From now on, 'our number is our name' for much faster and more efficient customer service from CalPERS."

The CalPERS Customer Contact Center for member inquiries was established in early 2002. It consolidated call centers in the Member Services, Benefit Services, and Health Benefit Services divisions. The new Employer Contact Center centralizes and consolidates customer assistance services for employers. Both centers handle telephone and written inquiries from customers.

Both customer contact centers also employ new technology tools to enhance customer service. The "Inquiry Workflow" system converts paper correspondence and hard copy documents into an electronic format and automatically routes them to the contact centers for customer service attention.

The "Customer Relationship" system allow CalPERS to capture and manage customer inquiries regardless of what communications channel the customer uses - telephone, written correspondence, electronic mail, or walk-in. The system electronically tracks all customer service calls and correspondence along with details such as who made the inquiry, when the inquiry was made, the agent who serviced the inquiry, and what information was provided to assist the person making inquiry. The two systems enable faster and more efficient customer service for CalPERS members and employers.

In the past, CalPERS customers sometimes called specific program staff or different offices for assistance and left messages if a particular staff person was not available, sometimes causing delays in getting a response. The new toll-free number changes all that. CalPERS members and employer representatives can now call one number -- toll-free (888) CalPERS (225-7377) -- for immediate customer service.

The CalPERS Customer Contact Center for member inquiries takes calls Monday through Friday from 7 a.m. to 5:30 p.m. The Employer Contact Center takes calls Monday through Friday from 7:30 a.m. to 5 p.m.

CalPERS is the largest public pension fund in the U.S., with assets of more than $144 billion. It manages retirement and health benefits for 1.3 million active and retired California public employees and their family members. More information about CalPERS can be found at www.calpers.ca.gov on the Internet.