Article
Brochure
Executive Resource
Insight Hub
Ext. Publication
VideoSuccess Story: How a State Agency Achieved More Than 90% Employer Satisfaction
Never miss a thing.
Sign up to receive our insights newsletter.
The Client
A large, public sector agency administers multi-billion-dollar retirement and benefit programs for more than 400,000 state government employees. As a growing number of public employees reached retirement age, the organization faced increasing demand for timely, accurate and transparent services. Operating in a highly regulated environment, it manages complex processes that affect members, employers and policymakers across the state. Because its services directly impact the financial well-being of retirees and the employers they serve, operational performance, accountability and transparency are critical to maintaining stakeholder confidence.
The Challenge
As retirement volumes increased, leadership needed to improve performance in several critical service areas. Disability application reviews and service purchase postings were taking longer to complete, creating backlogs and putting pressure on the stakeholder experience. Leadership needed a way to improve performance, strengthen accountability and provide greater transparency into organizational results.
Leadership understood that technology alone would not solve the problem. The organization needed a framework that could align strategy, performance measures and operational execution while providing greater visibility into organizational priorities and progress. Equally important, it needed a consistent process for holding teams accountable to results.
The Process
The organization worked with Mass Ingenuity, now part of Weaver, to implement an enterprise performance management framework supported by the Results Management System and Results Software.
The engagement began with the development of a fundamentals map to clarify mission-critical outcomes, supporting processes and ownership across the organization.
Using the Results platform, leadership established enterprise scorecards and a quarterly target review process to monitor performance, identify constraints and support data-driven decision-making. These tools provided a shared view of organizational priorities and helped connect strategic objectives with day-to-day operations.
Seven cross-functional problem-solving teams used performance data to address operational challenges, including disability application processing and service purchase posting backlogs. Through structured review processes and focused improvement efforts, teams identified root causes, implemented solutions and tracked progress against key performance measures.
The Deliverables
The organization achieved measurable improvements across multiple performance measures. The percentage of disability applications completed within 15 days increased from 62% to 81%, while service purchase posting performance improved from 59% to 84%, helping the organization reduce backlogs and improve service delivery for stakeholders.
The engagement also strengthened employee involvement in performance improvement efforts. Seven cross-functional problem-solving groups worked to address critical measures, creating greater ownership, accountability and focus on organizational priorities.
Stakeholder confidence improved alongside operational performance. Employer satisfaction rates increased throughout the engagement, reaching over 90% by the fourth quarter. Leadership also gained greater transparency into organizational performance through the fundamentals map and enterprise scorecards, which continue to support legislative budgeting discussions and strategic decision-making.
Together, these capabilities provided a sustainable framework for performance management, helping the organization improve service delivery, strengthen accountability and maintain visibility into progress against key organizational goals.
©2026
