The LACERA member experience is a lifelong relationship, spanning from the start of a member's career to the legacy they leave behind. It encompasses every interaction, perception, and feeling associated with LACERA.
While we take pride in our history of personalized service, we acknowledge the evolving demographics and service expectations of our members. With increasing customer service demands, we recognize the need to create innovative solutions for member outreach, providing consistent, actionable information and modern self-service tools. Through our tailored "member journey" approach, LACERA aims to shape and deliver a superior experience that meets our members' evolving needs.
Goal: Continuously improve the member experience throughout their journey with a focus on consistent omnichannel experiences, digital engagement, enhanced educational content, and an improved retiree healthcare experience. Learn more about our strategic priority and how we'll reach our goal.