SURS ANNUAL REPORT 2020
4
Mission
To secure and deliver the retirement benefits promised to our members.
Major Initiatives and Changes
In March of 2020, SURS closed to the public and most of the staff began working from home to protect their health. Our staff has risen to the
work challenges caused by the coronavirus outbreak and will continue to change and adapt when necessary. As we have adopted new working
conditions, our members have seen the same excellent service, delivery of benefits and fiduciary responsibility they have come to expect. Benefit
checks are going out on time, our call center is fully operational and retirement counselors are conducting appointments remotely.
Although we are coping with the COVID-19 pandemic, we continue to move forward with major initiatives and changes at SURS.
The following changes occurred to SURS Board of Trustees in fiscal year 2020
β’ In August 2019, Mitchell Vogel, SURS annuitant and former board member, was selected to fill a vacancy on the SURS Board of Trustees by
the elected SURS trustees. The vacancy was created when elected annuitant board member John Engstrom resigned after the June 2019
board meeting.
β’ In March 2020, Gov. Pritzker appointed Scott Hendrie to the board. Trustee Hendrieβs term will expire in June 2021.
SURS staff worked diligently to complete IT, administration and member service projects.
β’ Several new software packages were implemented to assist the administrative support teams.
β’ Sage Intacct β a cloud-based financial management and services software
β’ ADP β cloud-based human capital management solution
β’ Agiloft - software for contract lifecyle management that will be used for legal and compliance
β’ A pension administration system assessment was done by the consulting firm Linea. This was the first step of many as SURS moves forward
with the replacement of the pension administration system.
β’ Renovations to the Champaign headquarters began. The call center and the counselor offices are being restructured to make more room for
the growing staff. Just under 6,000 sq. ft. are being renovated.
β’ New security and life safety tool updates, such as perimeter and interior monitoring of the main office, were completed.
β’ Work continued on the redesign of the Self-Managed Plan (SMP) and implementation of a new supplemental plan. On Sept. 1, 2020, we
launched the redesigned SMP, renamed the SURS Retirement Savings Plan (RSP). The new SURS Deferred Compensation Plan (DCP) will be
rolled out in 2021.
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 (July-March)
.......................................................... ξξ
Retirement Education Seminars
....................................................ξ
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 (July-March) ..................................................... ξ,ξξξ
Member Satisfaction Rating (July-March)
............................ξξ%
Electronic Service
SURS Website Page Views ................................................ ξξξ,ξξξ
SURS Member Website Visits
.......................................... ξξξ,ξξξ
SURS Employer Website Visits
...........................................ξξ,ξξξ
Incoming Webmails Processed
............................................. 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/Imported
........................................ ξξξ,ξξξ
SURS MEMBER SERVICESξOUTREACH STATISTICS ξ FISCAL YEAR 2020
CUSTOMER SERVICE