IMRF e-Service Vision

e-Service is the secure, electronic, and interactive expansion of customer service and communication excellence provided by IMRF to employers and members.

e-Service will enhance the IMRF experience for employers and members without detracting or replacing the organizational philosophy of ‘high-touch’ customer service and communication excellence.

e-Service will empower employers and members by simplifying and expediting the exchange of information with IMRF via the internet.

e-Service will improve information accuracy and reduce costs by reducing paper-capture and manual-update of information.

e-Service will serve as a catalyst for process re-engineering at IMRF.

e-Service Goals

The goals of IMRF e-Service are:

Cost Savings for IMRF

1. IMRF costs related to paper-based mailings including paper, printing, and postage are reduced through the use of internet website and email technology.

2. IMRF costs related to IMRF staff intervention on behalf of an employer or member and costs related to IMRF staff growth are reduced via increased use of automation and end-to-end self-service.

3. IMRF costs related to out-of-date or incorrect information are reduced by the ability of employers and members to interactively self-initiate corrections to information related to their IMRF account.

4. Employers and members are able to directly update information in the IMRF database via the internet without IMRF Staff assistance and without delays related to mailing and manual-processing

Business Process Automation

1. Re-engineer and automate existing processes to take advantage of technology rather than making technology fit existing procedures.

2. Provide an attractive alternative to traditional IMRF procedures.

3. Promote speed and simplicity—a quicker, cleaner, easier way for employers and members to interact with IMRF.

4. Expedite the exchange of information between IMRF and our employers or members.

5. Enhance the perception of IMRF Service to employers and members by reducing effort and costs related to mailing and processing of paper forms.

6. Self-service is flexible and optional, where appropriate, to IMRF employers and members.

Uncompromised Privacy and Security of Information

1. Trusted

a. Information exchanged electronically with IMRF via the internet is kept completely confidential and is protected from being intercepted or compromised by nefarious or unintentional means.

b. Confidential information exchanged between IMRF and employers or members has an identifiable source, an identifiable destination, and an identifiable, secure channel on which the exchange will occur.

c. Information that is not of a confidential nature exchanged between IMRF and employers or members has an identifiable source and an identifiable destination, although these communications will not be transmitted via a secure channel.

d. Security is ensured via trusted internet technology like secure sockets layers protocols <SSL> and through the use of trusted and identifiable providers of SSL Certificates like VeriSign.

e. Privacy of information is ensured by a comprehensive statement of Privacy and Security that is understood and followed by all IMRF Staff and IMRF Systems. The Privacy Policy conforms to industry standards and is endorsed by organizations like TRUSTe or WebTrust.

f. Electronic communication with employers and members via email or the website is appropriate and handled in a centralized, controlled, and planned fashion. Electronic communication is manageable and non-intrusive to IMRF and employers or members.

2. Legal and Compliant

a. The IMRF e-Service Strategy is compliant with the Illinois statutes related to Electronic/Digital Signatures.

b. IMRF culture and process supports and promotes adherence to all legal requirements and to the IMRF Privacy and Security Policy by all IMRF Staff and IMRF Systems at all times.

c. The IMRF e-Service Strategy meets and exceeds employer and member expectations for privacy and security.

3. Auditable

a. Able to insure delivery or receipt of information.

b. Able to confirm viewing of specific documents.

c. Able to track all communication sent to IMRF employers and members.

d. Able to control and track External User access to employer and member information.

e. Able to control and track IMRF Staff access to employer and member information.

f. Able to report metrics related to service, process, and function.