Our Service Philosophy:
- Members will be treated with professionalism, respect,
kindness, and caring
- Members should have easy, 24-hour online access to services
and information. First contact resolution is our goal
- Every question deserves an answer, and inquiries will be
responded to promptly with follow up until completion, utilizing
teamwork whenever possible
- Members will be informed of progress and receive updates
regarding the status of their requests
- LACERS staff will provide Members with clear, accurate and
consistent information
- Member interactions should be simple and streamlined, with
LACERS looking for opportunities for further improvement,
including small, meaningful changes or “nudges”
- Automated, self-service and other innovative options will be
reviewed and expanded where possible (balanced with the security
of Member data) for Member convenience
- LACERS will collaborate with Members and utilize
user-centered design to design and enhance services and programs
to ensure that Members needs are met
- Mistakes happen — LACERS staff will take ownership to
communicate with involved parties, quickly resolve issues, and
establish processes to avoid future mistakes
Service Level Commitments:
- LACERS will answer all calls within 10 minutes
- LACERS will respond to emails within one (1) business day
- LACERS will respond to voicemails within one (1) business day
- If a question or request will take longer than one business
day to respond to, the responsible staff member will establish
regular touchpoints with the Member to assure them that they are
continuing to work on their question and/or request
- LACERS will update voicemail messages on a weekly basis to
provide their status (a sample voicemail message is included in
LACERS’ Style Guide)
- LACERS will update out of office messages in Outlook to
provide status when out of the office (a sample email message is
included in LACERS’ Style Guide)
