At MOSERS, we value member satisfaction and strive to provide excellent member service organization-wide. The MOSERS team embodies our motto, “We are here for your benefit,” in more ways than one. This is evident as we consistently deliver excellent service while keeping administrative costs low.

Member Services

Last fiscal year, our team assisted members with more than 56,000 calls and met with over 2,100 members in person. To ensure high levels of member satisfaction, we monitor the following key performance metrics:

• Satisfaction with the Retirement Process

Members are asked to rate their satisfaction with staff, the retirement process, and written and online communication. Our data shows that new retirees are highly satisfied with the retirement process, giving us a 93% satisfaction rating.

• Caller Satisfaction

At MOSERS, members who call get to speak with real people. We continuously monitor call metrics, and our team has consistently met and exceeded internal targets and industry standards in the following areas:

1. Caller Satisfaction Rating: 99%
2. Average Speed to Answer: 19 seconds

Administrative Costs

MOSERS’ administrative cost per member is 17% below that of similar sized peer systems. We use the most recent Annual Comprehensive Financial Report data to measure our administrative cost per member compared to other pension systems.

Award Recognition

The MOSERS team received 11 national awards in fiscal year 2024.

• TJ Carlson, the Chief Investment Officer, was recognized by being named to CIO Magazine’s Power 100 List for 2023.
• The Government Finance Officers Association Certificate of Achievement for Excellence in Financial Reporting.
• The Public Pension Coordinating Council Public Pension Standards Award in recognition of meeting professional standards for plan funding and administration.
• The National Association of Government Defined Contribution Administrators (NAGDCA) Leadership Award - 2022 National Retirement Security Month “Measure Twice, Retire Once” campaign.
• NAGDCA Leadership Award - FY22 State “Incentive Match” campaign.
• Pension and Investment Eddy Award - FY22 State “Incentive Match” campaign.
• Pension and Investment Eddy Award - 2022 National Retirement Security Month “Measure Twice, Retire Once” campaign.
• The National Association of Government Communicators (NAGC) 1st Place for MOSERS Month 2023 in the Internal Communications category.
• NAGC 1st Place for the MOSERS Month 2023 website in the Digital Communications/Website category.
• NAGC 2nd Place for the 2023 Benefits U Conference in the Special Event or Conference category.
• NAGC Best in Show for the MOSERS Month 2023 website.

These achievements demonstrate MOSERS’ commitment to our mission, vision, and values. We are proud of the MOSERS team and the excellent service they provide to our members. We are here for your benefit!