SURS ANNUAL REPORT 2019
5
Mission
To secure and deliver the retirement benefits promised to our members.
Major Initiatives and Changes
There were major changes to SURS Board of Trustees in fiscal year 2019.
β’ In July 2018, three elected trustees Steven Rock, Collin Van Meter and John Engstrom began serving six-year terms.
β’ In April 2019, Gov. Pritzker appointed Richard Figueroa, Jamie-Clare Flaherty and John Lyons to the board. Trustee Figueroa is serving out the
remainder of a six-year term that will expire in June 2021. Trustees Flaherty and Lyons are serving out the remainder of six-year terms that
expire in June 2024.
β’ In June 2019, Trustee Engstrom resigned from the board after serving more than 10 years as a trustee. He was later replaced by SURS annui-
tant and former board member Mitchell Vogel.
SURS staff worked diligently to complete IT, safety and member service projects.
β’ We completed programming, communications and education efforts to implement two state-mandated
buyout options for members. Over 3.5 total work years of effort was spent modifying approximately 400
individual programs.
β’ Our member service representatives calculated over 8,600 claims, answered over 112,000 calls and held over 5,200 group and individual
counseling sessions.
β’ Renovations to the office building adjacent to our Champaign headquarters were completed to facilitate staff and equipment relocation. Over
15,000 sq. ft. were renovated.
β’ Office 365; a cloud-based mail, productivity and collaboration platform was introduced internally.
β’ SURS implemented new security and life safety tools, such as perimeter and interior monitoring of the main office.
β’ The data center UPS system was replaced to better safeguard member data and SURS equipment.
β’ Preliminary work began to redesign the Self-Managed Plan and implement a new supplemental plan.
Customer Service
Number of SURS Employees (full-time equivalents) β 10-Year Summary
Fiscal Human Resources Investments Member Services Information Systems Self-Managed
Year & Administration & Accounting & Outreach & Support Services Plan Total
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Counseling
Individual Retirement Counseling Appointments ............ ξ,ξξξ
Written Retirement Estimates Mailed
.....................................ξξξ
Campus Visits
................................................................................... ξξ
Retirement Education Seminars
................................................. ξξ
Benefit Fairs
...................................................................................... ξξ
Webinars/Group Presentations
................................................... ξξ
Average Member Satisfaction Rating
.....................................ξξ%
Call Center
Incoming Calls ....................................................................... ξξξ,ξξξ
Member Satisfaction Rating
.....................................................ξξ%
Lobby Visits
Walk-in Visits .............................................................................. ξ,ξξξ
Member Satisfaction Rating
.....................................................ξξ%
Electronic Service
SURS Website Page Views .............................................ξ,ξξξ,ξξξ
SURS Member Website Visits
.......................................... ξξξ,ξξξ
SURS Employer Website Visits
...........................................ξξ,ξξξ
Webmails Received
................................................................... ξ,ξξξ
Informational Emails Sent To Members
........................ ξξξ,ξξξ
Claims Processed
Retirement ................................................................................... ξ,ξξξ
Refund
........................................................................................... ξ,ξξξ
Death
............................................................................................. ξ,ξξξ
Disability
........................................................................................... ξξξ
Support Services
Items Mailed .......................................................................... ξξξ,ξξξ
Documents Scanned
........................................................... ξξξ,ξξξ
SURS MEMBER SERVICESξOUTREACH STATISTICS ξ FISCAL YEAR 2019