Who We Serve
The number of members, retirees, and employers we serve continues to grow.
Members and
Retirees by Plan
Number of
Employers
Highlights of 2024
As part of our collaborative progress, we continue to develop services and systems that simplify the pension experience.
We've made many improvements to our services in 2024 that have helped us achieve this goal.
Member Online Document Centre
This digital tool facilitates the exchange of incoming and outgoing documents, enhancing the user’s ability to interact with APS online. By accepting electronic documents and increasing automation for document processing, we significantly reduced turnaround time compared to traditional mail delivery.
Online Buyback Payments
In 2024, we enhanced the member experience by introducing an online payment feature that accepts pre-authorized debit payments for buyback purchases.
Contact Centre Upgrade
This cloud-based system replaced the existing phone system and streamlines internal processes which in turn allows our representatives to provide a better member, retiree, and employer experience.
Member Satisfaction Survey
Employer Satisfaction Survey
Transactions Completed
on Target—All Types
The representative was above and beyond helpful! She volunteered extra help, was very knowledgeable, and didn’t make me feel rushed. It truly was one of the best experiences in customer service ever!
- Christine, LAPP Member, 64
The representative was very knowledgeable, provided excellent customer service and recommendations and ensured that she had answered all my questions. Very much appreciate her assistance. Thank-you.
- Brent, LAPP Member, 60
Showing Value:
CEM Scores
APS consistently delivered quality services in a cost-effective manner. Since 2017, APS’ administration costs per member have trended significantly lower than those of our Canadian public sector peers who participate in the Cost Effectiveness Measurement (CEM) survey, and our total service score has consistently met or exceeded the scores of those peers.
The results of 2023’s survey were released in 2024 and showed that APS once again had a high total service score of 83 out of 100 and a lower-than-peer average cost per member of $160. The cost-per-member measure includes retirees.
CEM Total Service Score
In 2023, the service score methodology was updated. The new methodology takes a more member-centric view of service based on member journeys and reflects new technologies.
The results of 2023’s survey were released in 2024 and showed that APS once again had a high total service score.
CEM Cost per Member
In 2023, we were a low-cost, high-service provider of pension administration services when benchmarked against our peers.
Staff Engagement
Engaged employees are motivated and committed. Our engagement score in 2024 was 82%, up from our score of 80% in 2023. An all time high!
Innovation
The Innovation program at APS drives us to achieve new heights in delivery and service excellence. In 2024, 40% of our innovations enhanced the stakeholder experience, and 25% automated processes.
Top Employer
APS was proud to be recognized as one of Alberta's Top Employers in 2024.
Community Involvement
Donated in 2024:
$11,905
To Edmontons
Food Bank
67 Units of Blood
Donated
(29 whole blood, 8 plasma, 30 platelets)
Once again, APS participated in the annual Edmonton Corporate Challenge from May 15 to June 9. We participated in more than 25 activities or volunteer roles, as well as the CEO Challenge, and placed fourth in the Yellow division!
The Employer Services and IST teams collected toy and gift donations for Santas Anonymous. Both APS teams were proud to add to the 20,000 toys delivered annually by this great organization.
Funds Administered
2024 $7.1B 437,492 members and retirees
2012
$4.7B
323,916 members
and retirees
2016
$6.0B
359,656 members
and retirees
Looking Ahead
Our unwavering commitment to providing our clients with high-quality, accurate, and valued services through consultative and strategic planning has laid a robust foundation for our journey into 2025 and beyond.
As partners through collaboration, we continue to work closely with our stakeholders, Board, clients, and experts on our Five-Year Shared Roadmap, Five-Year Strategic Plan, and Three-Year Business Plan. These plans empower us to adapt to the terrain and align our goals with our clients.
Together, we will continue to grow our partnerships through collaboration, leveraging our strengths and building on our successes to achieve new heights of excellence and impact.
Every time I call, I reach someone wonderful, very helpful, knowledgeable and personable. When I spoke to the representative, he was so kind and informative and answered all my questions with so much knowledge.
- Alex, MEPP Member, 39
The gentleman on the phone was caring and knowledgeable. He took the time to read my file in order to answer my questions. He got the answers for me and fully explained them to me. He was patient and I felt that he had time for me.
- SFPP Member, 60
Helpful, swift, and forthright. Couldn’t ask for better.
- SFPP Member, 34
Treaty Land Acknowledgement
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.