On Friday, Sept. 13, 2019, Gary Schlimgen shared the message below with those who receive benefits from the UC Retirement Plan.
On behalf of the University of California, I want to extend my sincere apologies for any problems or delays you have experienced getting information about your UC retirement benefits.
As you may know, Systemwide Human Resources is in the midst of transitioning to a new software system to manage retirement benefits, and a new web portal (UCRAYS) that will allow you to view retirement information, update your personal information and make benefit enrollment elections.
Unfortunately, these systems changes have presented a number of challenges, resulting in a lack of up-to-date information online and impacting our Retirement Administration Service Center’s (RASC) ability to serve our faculty, staff and retirees.
We are working very hard to resolve the systems issues, and taking immediate action to improve service and get our customers the help they need as quickly as possible. This includes:
- Hiring two dozen (43%) additional RASC staff to significantly reduce call wait and processing times
- Cutting response times to emails sent to customerservice.reply@ucop.edu from 5 days to within 48 hours
- Adding improved telephone services such as callback options
We will be providing additional updates about these efforts and how to use the new UCRAYS website via our UCnet website, our New Dimensions newsletter for retirees, upcoming Open Enrollment materials, and other communications.
We can and must do better. It is our privilege to serve the members of the UC community, and our highest priority is restoring the level of service you expect and deserve.
Sincerely,
Gary Schlimgen
Executive Director
UC Retirement Programs & Services