LRWL occasionally provides operational support to clients, typically to offload responsibility from client staff who are busy supporting the implementation of a new pension administration solution. Our efforts in this area have included:

• Organizational Support - Reviewing staffing, agency organizational, reporting lines, etc., making recommendations for staff realignment (both temporary to support the new system project implementation and long-term to support the new processing / business environment). This type of effort may include:
  • Identification of business area experts to support the new system implementation
  • Recommendations for new hires or temporary staff to backfill staff assigned to support the implementation
  • Drafting of position descriptions.
    
• Facilities Support - Assisting with the buildout of new / upgraded facilities to accommodate the new system solution.
  
• "Quick Hit" Improvements - Assisting in the implementation of interim measures that can improve processing and levels of service while a new pension administration system is being brought online. Efforts are generally concentrated on initiatives that can be effected quickly and at low cost.
  
• Redesign of Forms and Letters - Amending and/or redesigning currently used forms and letters to speed processing of customer requests prior to the availability of the new pension administration system (which typically includes full redesign of all forms and letters).
  
• Surveys - Conducting surveys of other public retirement system clients to determine their approach to resolving typical issues and problems.