The Puerto Rico Teachers Retirement System (SRM) has been managing the retirement benefits of Puerto Rico’s public school teachers for over 60 years. With a growing number of customers to serve, including active teachers, retired teachers and their beneficiaries, the SRM has implemented a number of IT initiatives as part of an on-going effort to improve key business processes.

Xtrategit worked with SRM in the development of a customized customer service queuing system to streamline the office visit waiting-time and servicing process at SRM’s six locations across the island. This project also helped SRM to standardize customer service processes across all locations and provided management with real-time performance metrics. This collaboration led to the successful go-live of the queuing system at SRM’s San Juan office in a record 6-week period.

The new queuing system integrates performance reports that allow the agency to: 
  •   keep track of customer flow per type of service and per time of day, 
  •   compare wait-time, service-time and customer volume,
  •   and monitor customers served, services offered and service-time per employee.

Now, these reports play a critical role in customer flow management at SRM. In the first two weeks post go-live, customer wait-time averaged 29 minutes, while service-time averaged 33 minutes. As a result, the SRM is better positioned to set realistic goals and execute targeted improvements to their customer service operations.