CalSTRS innovation sprint tests GenAI chatbot, Guidehouse presents DEI governance roadmap
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Summary
CalSTRS reported results of an innovation sprint testing a GenAI chatbot for survivor-benefit support (promising pilot but committee chose a complementary support line instead) and received a Guidehouse update outlining five DEI recommendations, 11 quick wins and a proposed governance structure with a DEI leader and analyst positions.
CalSTRS staff updated trustees on internal modernization efforts during the Nov. 7 meeting, reporting outcomes from both an innovation sprint and a Diversity, Equity and Inclusion (DEI) consulting engagement.
Vaishali Dworka, head of enterprise strategy, reviewed the innovation sprint that explored a GenAI chatbot to help Member Service Center (MSC) staff answer complex survivor-benefit questions. The small pilot tested two chatbot prototypes (no PII used under the organization's GenAI policy) and ran a test cohort of 42 staff in simulated scenarios. While the pilot produced promising accuracy, the steering committee decided that the cost, effort and limited sample did not justify scaling the chatbot now; instead staff established an escalation support line for MSC and backlogged the chatbot concept for future sprints.
On DEI, Guidehouse consultants (Dr. Kim Turner and Aaron Brink Johnson) presented phase 2–3 work: a set of five inclusive-culture recommendations, 11 quick-win deliverables (metrics, guiding-coalition charter, communications toolkit), and a proposed DEI governance model. Staff recommended creating a DEI leader role and two analyst positions (DEI business analyst for metrics and DEI training analyst) and embedding DEI initiatives into the next strategic plan with annual DEI reporting.
Board members praised the experimentation approach, asked about staffing and measurement, and were reassured by staff that the DEI recommendations will be phased into the strategic-plan timeline and include training, metrics and knowledge-transfer activities.
