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.
Tracking Specific Goals and Progress
At LACERA, we believe in the power of setting and sharing organizational goals. We understand that steady, incremental progress is the key to success and that transparency is essential in fostering a collaborative and accountable environment. To provide organizational transparency, we will be regularly tracking and updating our progress toward each of our stated goals.
| Objective Milestones | Status | Start | Expected Completion |
|---|---|---|---|
| 1. Create team to define objective goals and initiatives | Completed | 10/2023 | 01/01/2024 |
| 2. Determine the member’s journey methodology | Completed | 10/2023 | 01/12/2024 |
| 3. Member Experience Council Charter | On Schedule | 10/2023 | 06/30/2024 |
| 4. Internal Communication Plan (BOR, OOC, Executive Team, and Staff) | On Schedule | 10/2023 | 06/01/2024 |
| 5. Identify and define Member Journeys | Not Started | TBD | 07/01/2024 |
| 6. Create tools to review and track progress on objective/initiatives | Not Started | TBD | 06/30/2026 |
| 7. Identify the channels of service required for each member journey | Not Started | TBD | 06/30/2026 |
| 8. Establish goals and KPI’s for each member journey | Not Started | TBD | 10/31/2026 |
| 9. Assess the consistency and service quality across each channel | Not Started | TBD | 12/31/2026 |
| 10. Identify member interaction pain points and opportunities for improvement | Not Started | TBD | 12/31/2026 |
| 11. Identify Budget Needs | Not Started | TBD | 12/31/2026 |
| Objective Milestones | Status | Start | Expected Completion |
|---|---|---|---|
| 1. Build core team and schedule meeting cadence | Completed | 10/2023 | 01/04/2024 |
| 2. Set-up team’s collaboration timeline | Completed | 10/2023 | 01/12/2024 |
| 3. Discuss ideas and opportunities for improving the RHC experience | Completed | 10/2023 | 06/30/2024 |
| 4. Approval of Strategic Outline objective | Completed | 10/2023 | 06/01/2024 |
| 5. Identify, Define, and Document Retiree Healthcare Roadmap | On Schedule | 1/2024 | 12/31/2024 |
| 6. Coordinate communication plan with internal and stakeholders | Not Started | TBD | 12/31/2024 |
| 7. Identify and implement automation opportunities i.e. SSA Data Exchange | Not Started | TBD | 12/31/2025 |
| 8. Develop actionable KPI’s to measure retiree and member satisfaction | Not Started | TBD |
