ABOUT LACERA

OPERATIONS & OVERSIGHT COMMITTEE MINUTES 3-5-09

PRESENT

• Yves Chery, Chair
• Ed C. Morris, Vice Chair
• Edward L. Blecksmith
• James P. Harris
• Sadonya Antebi, Alternate

MEMBERS AT LARGE

• William de la Garza
• Si Frumkin
• Les Robbins
• Simon S. Russin

STAFF, ADVISORS, PARTICIPANTS

• Robert Hill
• Janice Golden
• James Pu
• Sandra Ceci
• JJ Popowich

The meeting was called to order by Chairman Chery at 10:40 a.m.

1. APPOINTMENT OF VOTING MEMBER(S) IN THE EVENT ONE OR MORE REGULAR COMMITTEE MEMBERS ARE ABSENT

   All regular members of the Committee were present.

2. APPROVAL OF THE MINUTES OF THE REGULAR MEETING OF FEBRUARY 12, 2009

   A motion was made by Mr. Harris seconded by Mr. Morris, to approve the minutes of the regular meeting of February 12, 2009. The motion passed unanimously.

3. FOR INFORMATION
   1. Member-Centric Call Recording & Retrieval System - James Pu

      Maintaining detailed records of membership interactions is one of the fundamental elements of quality member service at LACERA. The ability to capture and recall telephone conversations between a LACERA agent and a member is an important part of our records keeping and documentation, as well as a valuable training tool to improve member service. As part of the organizational initiative to create a unified member-centric record retention and retrieval infrastructure, staff has implemented the new Member-Centric Call Recording and Retrieval System (MCCRRS).

      The Committee was given a demonstration of the features and capabilities of the MCCRRS, including its ability to playback the on-screen history of the Call Center agent's computer during a call.

      The entire customization and integration of the base call recording product were designed and implemented by LACERA staff. The system was also modified to operate at a higher level of security in order to be consistent with LACERA's stringent system security standards.

      The MCCRRS is now deployed and operational at the Member Call Center, with plans to expand its operation to the Retiree Healthcare Call Center within the next ninety days. Staff will continue to monitor and fine-tune the system in order to maximize its value to member service excellence.

4. MISCELLANEOUS
5. PUBLIC COMMENT
6. GOOD OF THE ORDER

   (For discussion purposes only)

7. ADJOURNMENT

The Board of Retirement has adopted a policy permitting any member of the Board to attend a standing committee meeting open to the public. In the event five or more members of the Board of Retirement (including members appointed to the Committee) are in attendance, the meeting shall constitute a joint meeting of the Committee and the Board of Retirement. Members of the Board of Retirement who are not members of the Committee may attend and participate in a meeting of a Board Committee but may not vote on any matter discussed at the meeting. The only action the Committee may take at the meeting is approval of a recommendation to take further action at a subsequent meeting of the Board.

Documents distributed to members of the Committee less than 72 hours prior to the meeting will be available for public inspection at LACERA at the time they are distributed to a majority of the Committee, provided the documents are subject to public disclosure and relate to an open session of the Committee. Such documents may be viewed Monday through Friday during normal 9:00 a.m. to 5:00 p.m. business hours. LACERA is located at 300 N. Lake Avenue, Suite 820, Pasadena, California.

Persons requiring an alternative format of this agenda pursuant to Section 202 of the Americans with Disabilities Act of 1990 may request one by calling Cynthia Guider at (626)-564-6000, from 8:30 a.m. to 5:00 p.m. Monday through Friday, but no later than 48 hours prior to the time the meeting is to commence. Assistive Listening Devices are available upon request. American Sign Language (ASL) Interpreters are available with at least three (3) business days notice before the meeting date.