Board meetings, strategic plans, and buyer signals from Jay Walsh’s organization
May 11, 2026·StrategicPlan
Board
Department Of Retirement Systems Customer Experience Improvement Plan 2026-2027
The Department of Retirement Systems' Customer Experience (CX) Improvement Plan outlines proposed enhancements to key services to improve efficiency, quality, and customer satisfaction, in compliance with Executive Order 25-06. The plan focuses on three core elements: Customer Engagement, Technology, and Process, with specific goals including developing customer journey maps, establishing satisfaction metrics, expanding data collection, initiating improvements to the online member portal, and providing relevant customer resources. This plan is designed to integrate into the agency's upcoming six-year strategic plan, leveraging the transformative capabilities of the CORE: Pension Administration Modernization (PAM) project and the Neospin platform to meet evolving member needs.
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This strategic plan outlines the agency's direction to empower public workers to retire with confidence, striving for a vision where every customer enjoys financial security and success. The plan is structured around four main goals: delivering an exceptional customer experience, empowering the team to serve with excellence, strengthening the connected retirement ecosystem, and advancing operational excellence. It includes 28 strategic initiatives scheduled for implementation over the next five or more years.
Apr 1, 2026·StrategicPlan
Board
Washington State Department of Retirement Systems Strategic Plan 2026-2031
This strategic plan serves as a roadmap for the Washington State Department of Retirement Systems to ensure every customer achieves financial security and success, empowering public workers to retire with confidence. The plan is structured around four core goals: delivering an exceptional customer experience, empowering the team to serve with excellence, strengthening the connected retirement ecosystem, and advancing operational excellence. It outlines specific initiatives and measurable outcomes to guide the organization in providing timely information, trusted expertise, and innovative tools over the next six years.
Nov 25, 2025·BoardMeeting
Board
Department of Retirement Systems Advisory Committee Meeting
The committee reviewed the Washington State Investment Board's quarterly performance, noting strong equity market returns alongside risks such as inflation and interest rate fluctuations. The Office of the State Actuary provided updates on studies affecting LEOFF Plan 1 and an economic experience review. The agency director shared operational metrics, improvements in customer service, and progress on the CORE Pension Administration Modernization system. Furthermore, the committee discussed the agency's new six-year strategic planning process and reviewed upcoming legislative session items, including technical and cost-neutral pension-related bills.
Extracted from official board minutes, strategic plans, and video transcripts.
