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CalSTRS reports BenefitConnect stabilization steps, nine contact‑center hires and new AI intake governance for staff ideas
Summary
CalSTRS executives told the board they’ve added a cross‑functional stabilization team, approved nine short‑term contact‑center hires to address high call volumes, and formalized a review step for generative‑AI ideas in the Innovation Program’s Idea Accelerator.
CalSTRS executives updated trustees on efforts to stabilize BenefitConnect, described staffing and procurement steps to reduce member wait times, and outlined new governance for staff innovation ideas that involve AI.
Chief Benefits Officer Jeff Zimmer reported that call volumes and wait times remain elevated, with January and February setting record monthly volumes. "We're experiencing long wait times and high call volumes," Zimmer said, and staff are addressing both system defects and capacity by adding limited‑term resources. The executive team approved nine Contact Center hires to start March 17 to help reduce backlogs, and a cross‑functional group meets regularly to prioritize stabilization work.
The board was told staff have delegated authority under the Board Governance Manual to research rapid procurement of tools and services to speed stabilization. Staff emphasized a two‑track approach: fix underlying system obstacles so transactions move faster, and add short‑term staffing and process changes to handle current volumes.
Cassandra (the CEO) reported that CalSTRS launched a Technology and AI Governance Working Group last October to clarify the board’s oversight responsibilities as technology and AI become more embedded. That working group has convened peers, academics and advisors; staff will present a five‑area recommendations package in May covering an oversight framework, roles and responsibilities, organization of board work, education and onboarding, and external advisory resources.
On innovation, Lisa described the Idea Accelerator portal (launched Jan. 12) that allows any staff member to submit ideas anonymously for initial review; of 17 submissions so far, 14 were redirected to affected business areas. Technology Services will perform existing governance reviews (Enterprise Architecture, ISO, Architecture and Standards Council) and has added a governance step and weekly executive visibility specifically for generative‑AI concepts so the executive team sees AI‑related proposals before they enter standard workflows.
During public comment, Don Stauffer of CTA/NEA Retired asked whether staff use of public LLMs (Gemini, Anthropic, ChatGPT) outside CalSTRS systems is covered by the governance approach; staff responded that CalSTRS is not currently sending internal data to public LLM services and that governance aims to control data flows.
On the consent agenda, the board moved and seconded adoption of several committee recommendations, split certain items for separate votes, and approved the remainder. The record shows separate voice votes on audit plan items and compensation items with at least one item (6a5) recorded with one opposed and two abstentions; detailed roll‑call tallies were not recorded in the transcript.
Trustees requested two information items as new business: 1) a definition and glossary of AI terminology used by CalSTRS, and 2) plans and costing for obtaining staffing expertise and resources to support technology and AI governance. Staff said the working group recommendations would continue as an agenda item in May and be carried into the July offsite for implementation planning.
The open session concluded with no additional public comments and no closed‑session business reported.
