Board Members Member Services Retirees Employers Publication

 

 

 

 

 

Update on CPRB's new computer system – and how it will help our members

Update - September 14, 2017

We've been "live" with our new system (COMPASS) since May 1st. Here's a quick update on where we are right now, and how that affects you.

Current Time to Process Refunds and New Retirements:

  • Click here to see how long refunds and new retirements are taking right now, and how long we expect them to take in the future.
  • We're still getting used to COMPASS, working out the kinks, and catching up on our backlog.
  • We still have the same goal for improved service. But we think we'll get to that goal at the beginning of 2018, not the middle of 2017.

Member Self-Service (MSS):

  • Right now we're looking at rolling out MSS in early 2018. (Retiree Self-Service is already available.)
  • Members will be able to get info and make secure transactions on our website.
  • When it's ready we'll send you info on how to set up an account and use the system.

We're already seeing improvements with the new system. And we expect a lot more. Meanwhile, we appreciate your patience and understanding while we get things in order.

See below for more details on how COMPASS will benefit our current retirees and active members.

What's happening?

CPRB has put in a new pension administration system, which we call COMPASS. The new system will help us give better and faster service to our members.

We implemented part of the system in early 2016. Since then, we've been using COMPASS to manage all our payments, including retiree benefits and refunds.

In 2016, we sent our current retirees information on how to sign up for (and use) "self-service." Thousands of retirees have already signed up and are using the system.

On May 1st, 2017, we went live with the rest of the COMPASS system. We expect to see the full benefits from the system by the beginning of 2018.

What's in it for you?

We designed the COMPASS system with your needs in mind. And we're giving our staff the tools they need to give you the best possible service.

We're automating and streamlining a lot of what we do. So once we're settled in with COMPASS, things will be faster and more convenient. And your personal information will be safe and secure.

Benefits for current retirees:
(Available now!)
  Benefits for non-retired members:
(Available early 2018.)
You can now get information on our website*.
For example:
  • Details of your CPRB monthly benefit
    and your payment history
  • Forms
  • Your 1099-R
You can now make secure transactions on our website. For example:
  • Change your contact information
  • Request an income-verification letter
  • Change the tax withheld from your monthly benefit
You can get information and make transactions at your convenience, 24 hours a day, 7 days a week.
You'll be able to get information on our website*. For example:
  • Your account history: contributions
    and service credit
  • Annual statements
  • Beneficiary information
You'll be able to make secure transactions on our website. For example:
  • Change your contact information
  • Estimate your retirement benefits
  • Make an appointment with a retirement
    advisor
Once you're ready to retire, you'll find the process easy and quick.

*Note: You do not have to use our secure website. You can still call and speak to us.

When will it happen?

We're "live" with COMPASS. Here's a quick timeline of how we got to this point. Everything in green is already done. The one remaining item in purple is still in progress.

Before end of 2013 2014-2015 2016 2017 2018
  • Figured out our needs
  • Researched systems
  • Researched vendors
  • Selected Deloitte and their COMPASS system
  • Kicked off the project
  • Worked with Deloitte to design a system to meet our needs
  • Went "live" with 1st part of the system (benefit payments and refunds)
  • Started Retiree Self-Service
  • Tested rest of system
  • Continued testing
  • Trained CPRB Staff + Employers
  • Went live with rest of system
    (May 1st)
  • Starting Member Self-Service (early 2018)

We expect that it will take some time to get used to the new system, shake out the bugs, and figure out if there's anything we want to change. And we need to catch up with work that got backlogged while we were testing the system and getting trained.

We think our customers will see some benefits right away. Our current retirees can use Self-Service right now. Processing times should start to get better by the beginning of 2018. Also in early 2018, we will start Self-Service for non-retired members. But realistically, we think it will be early 2018 before everyone gets the full benefit of the new system.

We appreciate your patience as we work out the kinks in the new system, and as our dedicated staff gets up to speed. We promise to keep you informed.

What do you need to do now?

You don't need to do anything right now.

But if you're a current retiree and you want to use Self-Service, you can sign up now.

Click this link to sign up for retiree self-service.   Need help signing up? Click this link for a quick guide.

If you're a member who hasn't retired yet, we'll send you a notice as soon as self-service is available to you. We'll also update this website.

Looking for more information?

We'll update this site whenever we have more information for you. So please check back here if you want to know how things are going and when Member Self-Service will be ready.

You can also send us an email at this address: CPRB@wv.gov

 

 

 

 

 

  CPRB © 2017 - State of West Virginia - The materials contained herein are intended for general guidance purposes only. In the event there is a discrepancy between information contained here and the WV State Code and Rules, the language in the Code and Rules shall prevail.
CPRB Home