LAPP is focused on delivering clear and helpful service that supports members when they need it most. This document highlights the service activity, trends, and operational results we have delivered year to date.
Delivering High-Quality Service at a Lower Cost
LAPP delivers strong service at a low cost. These results are from LAPP’s 2024 benchmarking review, which compares our performance with similar pension plans.
Total Service Score
Above peer median
86
Peer median: 79
+7 vs peer median
Cost Efficiency / Active Member
Lower than peer average
$183
Peer average: $243
$60 lower than peer average
Contact Overview
111,722
Total member contacts year to date through Secure Message and Call Centre
Top 3 Call and Secure Message Topics
Retirement
22.2%
Termination
13.3%
Buybacks
12.8%
Breakdown by Channel
Calls
72.7%
Secure Messages
27.2%
Educational Support
We offer personal support and group learning sessions to help members feel confident about their pension. Here is how members connected with us over the last year.
Virtual Member One-on-Ones
672
On-Site Member One-on-Ones
461
Member Services Satisfaction Rating (Voice of the Customer)
This rating shows how members evaluate their experience with the Member Services Centre following a recent interaction. It is based on a survey question asking members to rate their overall satisfaction. The results help us monitor service quality and guide improvements to the member experience.
8.7
Target: 8.2
Total Files Processed
Year to date
Year to date, we have supported members by processing requests for retirements, buybacks, and benefit transfers.
37,638
Total files processed on target
Your Pension Profile digital activity
Online Retirement Applications
1,478
Applications submitted online
Online Buyback Elections
8,366
Elections submitted online
Member Document Centre Uploads
20,273
Documents uploaded online
Member Services Centre Results
Category Description
Target
Year-to-date Results
Tier 1 Service Level
80% within 125s
88.1%
All Other Calls
70% within 150s
82.8%
Average Speed of Answer
180s or less
103s
Call Abandon Rate
5% or less
3.4%
Secure Message
3 Business days or less
1.6 days
Member Election and Finalization Results
Member Transaction
Target
Score
Files Processed on Target
Average Turnaround Days
Retirement Finalizations
95% within 30 days
95.5%
3,717/3,891
26.8
Termination Finalizations
95% within 30 days
99.8%
3,292/3,296
4.2
Buyback Elections*
95% within 30 days
99.9%
8,322/8,333
1.0
Pre-Retirement Death Finalizations
95% within 30 days
100%
221/221
5.0
Post-Retirement Death Finalizations
95% within 30 days
100%
676/676
3.2
Disability Finalizations
95% within 30 days
94.9%
37/39
27.3
Relationship Breakdown Finalizations
95% within 30 days
97.3%
109/112
8.9
* Buyback elections no longer include cases with no received election form, including auto-closures.
The data in this report is based on LAPP’s Q3 2025 Quarterly Services Report, provided by Alberta Pensions Services Corporation.
