- A 1.79 per cent cost of living adjustment in respect of 2007
was applied to all pensions on April 1, 2008. This adjustment was applied
to all pensions – deferred pensions not yet in pay, and pensions
received by retirees or surviving spouses.
- For the first time, HOOPP sent all annual pension statements directly
to members’ homes. This shift to “home-delivery” is
a positive step towards improved service – members get statements
directly, instead of through their employers as before.
- In an ongoing effort to improve member communications, HOOPP revamped
the annual statements sent to members. The new, easy-to-read, personalized
format is designed to help members better understand the value of their
benefit.
- HOOPP also re-worked its pension payment schedule to ensure
pensioners receive their pension when they expect it – that is,
by the first of each month. Except for January 1, when the first day
of the month falls on a Sunday or holiday, payments are now deposited
on the last business day of the previous month.
- HOOPP relaunched
its website. The new-look site features a fresh design, easier-to-understand
content, and simpler navigation. The enhancements reflect the results
of user focus groups, a detailed analysis of site usage, and a review
of 60 other pension sites.
- Members and employers can now access “fillable” forms
on the website. Users can now complete select forms directly from their
computers before printing and submitting them. The fillable forms will
soon be replaced by true online transactions via the hoopp.com website. Subject
to rigorous testing, these online services should be available beginning
in late 2008.
- HOOPP moved closer to completing the implementation of its
new pension administration system. By year-end, core functionality was
operational. As well, a large case backlog was eliminated through the
hard work of the Plan’s administration team. The new system, which
has been rolled out in phases, will automate 80 per cent of HOOPP transactions
and provide clients with a range of important online services.
- While automation promises to create new efficiencies, HOOPP service
still has a human face. In 2007, the Plan’s administration team
continued to provide meaningful support to members:
- 77,363 member and pensioner calls were answered, an increase of
13,514 over 2006
- 443 onsite member presentations were conducted, as well as 53 one-on-one
sessions with members
- 307 employer information sessions were held
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