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CalPERS outlines member‑service upgrades: myCalPERS outreach, survivor self‑service, GenAI for document summaries and overpayment collections
Summary
Staff reviewed recent and planned member‑service improvements including online survivor benefit tools, broader myCalPERS account registration outreach, improved benefit‑verification and overpayment collection processes, and GenAI pilots to summarize medical documents and call notes to speed disability and survivor cases.
CalPERS staff summarized recent service enhancements and future projects intended to improve member self‑service and internal processing efficiency. Recent accomplishments included new online disability and survivor submission functions, confidential online member communications, expanded Spanish language education classes on retirement and application procedures, and an upgraded knowledge‑management system for call‑center agents.
On operational improvements, staff reported that the benefit‑verification process and a SoCure death‑notification tool have supported collections: for newly detected death overpayments in 2024–25 of $127 million, CalPERS reported collection of $118 million to date (about 93%). Staff also described the use of GenAI (computron/"Computron") in pilot work to analyze labor agreements for Public Employees’ Retirement Law (PERL) compliance and additional planned GenAI applications to summarize participant notes and long medical reports received in disability and survivor cases. Staff said call centers and regional offices will use automated call‑summary tools and that document summarization aims to extract clinically relevant elements from 50+ page medical reports onto CalPERS forms to reduce manual review time and case delays.
Staff outlined a multi‑pronged outreach plan to increase myCalPERS registrations, including targeted automated outreach before regional appointments, call‑center checks for account registration, dashboards to track registrations, employer events to promote accounts, and use of third‑party data tools to update contact information for inactive members.
