Governing for Results 2 - Washington State Digital Archives

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Department of Retirement SystemsEasy-to-read form saves in triplicateThe original direct deposit form used by retirees was produced in triplicate, waswritten in small print, contained complex narrative and required notarization. Italso cost about $1,200 to print about 5,000 copies. A project team, usingsuggestions from retirees and other clients, modified and simplified the form.Results★ Simplified narrative in an easy-to-understand format.★ Elimination of a requirement for the form to be notarized.★ Changed to a single copy rather than in triplicate.★ Reduced printing costs by $800.★ Received positive comments from retirees in letters and on the customersatisfaction survey.Team members: Leah Wilson, Margaret Wimmer, Dina Morrow, Carol Perry,Cathy Wolfe, Dennis Gustafson, and Jack Bryant.CONTACT: Jack Bryant (360) 709-475533
Department of Retirement SystemsPhone service helps customers on fixed incomesCustomer satisfaction surveys and other suggestions from customers indicated atoll-free 1-800 phone number would provide a major improvement in service forthose retired from state service and other active members, particularlycustomers on fixed incomes.Results★ Improved service to customers by providing toll-free access for customers tomake inquiries regarding their accounts.★ The new toll-free service was funded by avoidance of postage costsgenerated by another quality improvement project within the agency.Team members: Stella Birkland, Ann Risdon, Ginger Blair, Claire Schwebke,Jack Bryant, Kim Smith, Kris Fjalstad, Marc Tremblay, David Rakestraw, LeahWilson, and Margaret Wimmer.CONTACT: Dave Geiger (360) 709-475634
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Western Washington Growth Managemen
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Governing for Results 2 - Washington State Digital Archives

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