Doing What Makes Sense for Members and Retirees

An open letter to NHRS stakeholders

Aug 31, 2015
  • Retirees
  • Members
  • Employers

For Immediate Release: August 31, 2015

To: NHRS members, retirees, and other stakeholders
From: George P. Lagos, Executive Director

It’s a simple question: “Does it make sense?”

At the New Hampshire Retirement System (NHRS, the retirement system) we make it a point to ask this question often, framing it in the context of our duty to act in the best interest of our members and beneficiaries.

The goal of regularly questioning what we do, and how we do it, is to become an even more efficient, customer-focused organization. 

Here is a quick look at a few of the things we’re doing to meet that challenge:

Making it easier for members and beneficiaries to access the information they need, when they need it. 

Earlier this year, we redesigned our website (www.nhrs.org) to put more information closer to the user’s fingertips. The new design is responsive, so text and images are easily seen on a computer, tablet, or mobile device. The website also includes several on-demand member, retiree, and employer education presentations for those who are unable to attend a live presentation.

At the same time, we upgraded My Account, our 24/7member portal, to allow users to securely submit some of our most popular forms, such as change of contact information/address, with one click.

Expanding online outreach continues to be a priority for NHRS and more improvements are on the way.

Being a transparent, unbiased source of information.

Have you ever had a question or wanted to learn more about NHRS? There is a trove of information available on our website – from detailed financial, actuarial, and investment reports, to news releases and FAQs, to concise, “Now You Know” issue briefs on some key retirement system topics. 

This commitment extends to providing the Legislature with the factual information and background needed to make informed policy decisions. Over the past several years, there have been many legislative proposals which have impacted the retirement system, some more significantly than others.  In addition to monitoring the legislative process, we regularly post updates on our website to alert members, retirees, and employers to important developments.

In 2014, NHRS received yet another clean financial and compliance audit from one of the leading independent public accounting firms in the country. Our annual financial reports consistently receive recognition for excellence in financial reporting and transparency from the Government Finance Officers Association.

Providing outstanding customer service.  

Your satisfaction is important to us, which is why we measure our internal performance and survey stakeholders on a number of interactions, including retirement counseling meetings and education programs.  

Our managers monitor nearly one hundred processes and procedures (“Key Performance Measures“) on a monthly basis to assure that our standards are met. We continuously solicit feedback from our members on our service, and in addition, every week I personally call 10 randomly selected members or retirees so I can hear directly what they have to say about their level of satisfaction with the service they received from the retirement system. I am very pleased to say that survey responses have been overwhelmingly positive, with more than 95 percent of respondents reporting a favorable interaction with NHRS.

Our commitment also extends to areas you might not even think about. Over the past twelve months we have installed new IT system infrastructure, implemented intrusion monitoring and email encryption, initiated security training for staff, and purchased cyber liability insurance coverage. All of these steps have been taken as part of an ongoing effort toward assuring the protection of your data.

In conclusion, we are proud of NHRS’ dedication to serve you, our members and beneficiaries. Retirement system trustees and staff respect and value the contributions made by all public employees and the positive impact they have on the quality of life we all enjoy in New Hampshire.  All of us here at NHRS are committed to meeting and exceeding your expectations and doing our part to ensure the stable, secure retirement our members and retirees have earned. 

We hope that you agree that the things we are doing make sense.  If you have a question, comment, or concern about the retirement system, please feel free to contact me directly at (603) 410-3520 or by email at [email protected]

I look forward to hearing from you.