wfn.org | Board of Pensions Reports Results of Focus Groups

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1-Aug.-1996 
 
 
 
96280   Board of Pensions Reports Results of Focus Groups 
 
                         by Julian Shipp 
 
PHILADELPHIA--The Board of Pensions (BOP) heard a report on the results of 
12 focus groups conducted in six cities around the country by the Board 
with assistance from the consulting company Towers Perrin during its July 
18-20 meeting here. 
 
     The groups were composed of a diverse cross section of benefits plan 
members, with persons from different racial-ethnic backgrounds, age groups 
and marital statuses represented. 
 
     Francis E. Maloney, BOP senior vice president, told the Board that the 
primary goal of the focus groups was to gain an understanding of how 
members of the benefits plan view quality service, including 
 
          satisfaction with the Board's service 
          expectations and perceptions regarding interactions with the 
Board 
          the quality, value and user friendliness of information provided 
to members. 
 
 
     One finding that emerged was that operational changes made by the 
Board over the last few years have had positive results -- focus group 
members reported an improvement in BOP service. 
 
      However, results also showed that because the majority of members are 
required to be in the plan, they expect a very high level of service from 
the Board. Maloney noted that comments from the groups highlighted five 
features that members value most: 
 
          knowledge -- answering questions accurately and completely 
          convenience -- being able to give service when members need it 
          advocacy -- working in partnership with members to meet their 
needs and guiding them 
          through the complexities of the benefits plan 
          efficiency -- responding quickly to member requests 
          reliability -- giving an accurate answer every time. 
 
     The groups also pointed out areas in which the Board was perceived as 
needing the most improvement, including problems with documentation, 
understanding of members' lives and work, and delays in processing claims 
and other benefits. 
 
     Maloney told the Board that based on the data from focus groups, Tower 
Perrin recommended that the Board better communicate its mission and 
values, review its work flow and processes and find ways to make them even 
more efficient, refocus on members' life-change events rather than 
benefits, and review its communications and methods of soliciting member 
feedback. 
 
     The focus group is one part of the Board's ongoing commitment to 
quality improvement, according to Maloney. 
 
     "We will evaluate the findings and recommendations and implement 
corrective actions over the next 12 months," Maloney said. "In particular, 
the results will increase the Board's communication efforts. We have 
learned that we need to continue to talk to our members in order to 
evaluate how well we are performing." 

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