Alberta Pensions Services Corporation 2023 Annual Report Overview
Service,
Quality,
Accountability
Service,
Quality,
Accountability
APS is proud to be named one of Alberta’s top employers in 2023. We have worked hard to achieve this recognition and will continue to do so.
Our corporate values of service, quality and accountability are the foundation of our success. We are committed to maintaining our status as a low-cost, high-service provider of pension administration by collaborating with our clients and employees to find innovative ways to enhance our services.
Our values guide our actions, shape our culture and form our interactions. They are our purpose, our sense of commitment and what makes us work better together as a team. We are dedicated to providing a reliable pension experience on behalf of Alberta’s public sector pension plans.
The number of members, pensioners and employers we serve continues to grow.
“The representative was outstanding. She answered all of my questions and explained all of the different options available to me. She was very easy to talk to and I never felt rushed. She has such a pleasant personality.”
“The quality of service. She made me feel like I was family. She was very thoughtful to my many other questions and stayed on the line until almost closing time. Her priority at all times was answering my questions in full until each question was understood properly. She was absolutely awesome.”
Demonstrating value to plan members and employers drives our work at APS. Over the past few years, we’ve enhanced the member experience and achieved some of our best service outcomes to date.
APS consistently delivered quality services in a cost-effective manner. Since 2015, APS’ administration costs per member have trended significantly lower than our Canadian public sector peers, and our total service score has consistently met or exceeded the scores of our peers. Both scores are measured by CEM (an industry benchmarking company).
The results of 2022's survey were released in 2023, and showed that APS had a high service score of 83 out of 100, and a lower-than-average cost per member of $160.
“The person helping was knowledgeable, friendly and considerate. She didn’t give up easily and we tried several different ways to solve the problem until it was resolved. She was extremely patient and kind as well as respectful.”
“Each time that I called I felt like the person dealing with me loved their job. I heard kindness and caring in their voices. Almost, as if they had a big smile on their face. It truly was a pleasure.”
“I was honestly a bit taken aback at exactly how comprehensive, helpful and patient the person I spoke with on the phone was. He was absolutely fantastic to work with.”
“The staff is always pleasant and informed. When an answer is not known, the team member works quickly to find a solution. Follow up is quick and professional.”
Engaged employees are motivated and committed to providing excellent service and improving business outcomes. Our engagement score in 2023 was an all-time high of 80%, up from our score of 75% in 2022.
The innovation mindset at APS shifted from creating efficiencies in 2022 to enhancing the stakeholder experience in 2023. Overall, 48% of our innovations enhanced the stakeholder experience.
We were honoured to be named a top Alberta employer for the second consecutive year.
At APS, we value and respect our differences. Based on our values, we work together as teammates to create an environment where everyone feels safe and empowered to offer their diverse ideas, interests, knowledge and expertise for the benefit of those we serve and in the pursuit of organizational excellence.
The Agile APS pilot program was launched in 2022 and officially adopted in 2023, allowing most APS employees the flexibility to work from home, the APS building or from both locations on a hybrid schedule. Compared to 2019, annual office supply costs have dropped by 70.1%, and average paper shredding volumes have dropped by 71.4%.
75 units of blood donated by staff
to Canadian Blood Services
$11,905 and 671 kg of food donated by
staff to Edmonton’s Food Bank
For the fourth time, APS participated in the annual Edmonton Corporate Challenge. Staff participated in 25 activities, including Ride for Heart in support of the Heart and Stroke Foundation and Extra Life in support of Children’s Miracle Network Hospitals.
Individual teams at APS give to various non-profit causes throughout the year. In 2023, our Employer Services and IST staff collected gifts and donated to Santas Anonymous.
2023:
$6.7B 358,552 members and pensioners
In 2023, APS was responsible for administering over $6.7 billion of funds across the nine pension plans we serve. This amount includes receipts and disbursements to and from employers, members and other pension plans.
2011: $4.0B
312,488 Members & Pensioners
2016: $6.0B
359,656 Members & Pensioners
For APS, success is accomplished through a commitment to our corporate values—quality, service and accountability—and continued collaboration with our clients.
Through collaboration with our stakeholders, our board, our clients and our experts, we have developed a five-year strategic roadmap, a five-year strategic plan and a three-year business plan. We have a map for the future that empowers us to adapt to the terrain ahead and align our goals with our clients.
We’ll face the changing expectations of plan members and employers. As one of Alberta’s top employers, we are positioned to attract and retain top talent in a dynamic and evolving workforce.
APS is situated in the heart of Treaty Six territory. We respect the histories, languages and cultures of First Nations, Métis, Inuit and all First Peoples throughout Alberta and across Canada, whose presence continues to enrich our community.
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