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GIC portal tops 101,700 registrations; staff report large digital engagement during annual enrollment
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Summary
GIC staff reported 101,708 myGIC portal registrations, 47,736 calls handled by a new CRM-integrated phone system, and significant portal activity during annual enrollment including 4,647 plan transfers and 31,286 online change requests, which staff say reduced manual processing.
GIC operations and communications staff told commissioners the member portal has become the primary channel for annual enrollment interactions, easing staff workload and increasing member engagement.
Paul Murphy, senior director of operations, reported 101,708 registered myGIC users since the portal launched and said the portal is available to all GIC-covered members with a valid email address. Murphy detailed usage by membership type (approximately 79,754 active employees and 18,143 retirees registered) and said the portal sharply reduced paper submissions: roughly 31,286 member-initiated change requests during the year previously required manual staff updates but now flow directly into the GIC eligibility system.
Murphy also described a new phone system integrated with Salesforce that went live in January. Since implementation staff have answered 47,736 calls through May, and the system added call-recording on member records, a language line (240 languages available, 16 immediately), a live-chat function (2,328 chats since January) and a screen-sharing tool (1,723 requests) to help members navigate the portal.
During annual enrollment 4,647 members changed plans (3,071 via the portal). Murphy presented plan-transfer breakdowns and net gains by plan, and said total GIC membership stands at 418,659. Ancillary-product enrollments (dental/vision, long-term disability, optional life, retiree dental) were presented as three-year totals; Murphy also noted 129 buyout elections and flexible-spending elections totaling about $29.2 million across participants.
Communications Director Leslie Montero described outreach supporting portal adoption, including benefit guides (print mail to retirees), video tutorials, targeted marketing to increase registrations and improved web and social metrics during the enrollment period. Commissioners praised the work and asked staff to continue developing user guides and short tutorial content.
Staff said portal and contact-center features will remain a priority and that they will continue to refine messaging and training materials to lower navigation-related contacts and further reduce manual processing.
