The Florida Legislature directed OPPAGA to examine the potential benefit and cost-effectiveness of outsourcing specific participant outreach functions currently performed by the Division of Retirement for the Florida Retirement System Pension (FRS) Plan. Among other activities, the division performs participant outreach by answering telephone calls and conducting educational seminars. These services have been outsourced for the FRS Investment Plan, which is administered by the State Board of Administration.
Outsourcing these specific Pension Plan outreach services would not be cost-effective. The state would not be able to take full advantage of a private company's service potential and infrastructure across various types of functions, and it would not produce substantial reductions of division costs.
However, a broader approach to outsourcing the full range of division activities may be feasible and should be explored. The division should also expand its call hours and enhance its ability to track statistical information on call operations.

Program Review: Florida Retirement System Pension Plan Fully Funded and Valuation Met Standard
Report 08-30 April 2008
Florida Retirement System Pension Plan Fully Funded and Valuation Met Standard
Report 07-24 April 2007
Progress Report: Division of Retirement Exploring Feasibility of Sharing Call Center Software; Center Hours Not Expanded
Report 05-36 May 2005
Program Review of the Florida Retirement System Pension Plan Fully Funded and Valuation Met Standards
Report 04-13 February 2004

Copies of this report in print or alternate accessible format may be obtained by email OPPAGA@oppaga.fl.gov, telephone (850) 488-0021, or mail 111 W. Madison St., Room 312 Tallahassee, FL 32399-1475.