CalSTRS reports successful payroll runs but rising call volumes after Benefit Connect launch
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Summary
CalSTRS told trustees Benefit Connect processed more than 600,000 payments and $1.8 billion in December, but call volume rose 71% and handle time 47%, producing long waits and member frustration; staff said vendor Sagitec and internal teams are prioritizing fixes and recruiting to reduce backlogs.
CalSTRS officials told trustees that the new Benefit Connect pension administration system (myCalSTRS) has processed large scheduled payrolls and tax forms successfully, but the system's rollout has produced higher contact-center volume and longer waits for members.
"127 days in. What have we seen?" Chief Benefits Officer Jeff Zimmer said, summarizing the program's status 127 days after go-live. He reported the system supported more than 600,000 payments and more than $1,800,000,000 in December payroll activity and enabled large-scale tax form processing, which staff said were operational successes.
But Zimmer acknowledged serious service-delivery problems. "We have a 71% increase in call volume. We have a 47% increase in handle time," he said, describing how those two trends have produced wait times that used to be measured in seconds and now can be measured in hours. Zimmer said those delays have generated member frustration, more disputes from employers, and spillover effects across ombuds, legal, and MSC teams.
CalSTRS staff and the vendor Sagitec have prioritized fixes tied to the contact center's common complaints; Zimmer said three fixes had been deployed in the previous week with more scheduled. Staff are also recruiting contact-center and operations staff and using communications and partner channels (including CalRTA) to push targeted member guidance. The agency emphasized a balance between improving usability and maintaining security and proper verification for members' protected information.
Public commenters described specific hardships. Ari Krawitz, speaking by phone, said his 83-year-old mother lost critical retirement income after the systems change and had received little follow-up; trustees and staff acknowledged pockets of unresolved complex historic cases that require manual intervention.
Why it matters: For many members, phone access and reliable benefit payments are essential. Staff described operational complexity—historical cases migrated from the prior system can be time-consuming—and said peak seasons (tax forms, notifications of death, benefits planning) are compounding call volumes.
What’s next: CalSTRS is continuing prioritized bug fixes with its vendor, increasing outreach and education (including pages on calstrs.com about 1099s and login guidance), recruiting additional staff for the contact center, and coordinating with advocates (CalRTA, CalRTA chapters, CTA) to reach members who lack online access. Trustees asked for continued reporting on wait-time trends and resolution timelines.