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An Audit Report on Performance Measures at the Teacher Retirement System

July 2011

Report Number 11-036

Overall Conclusion

The Teacher Retirement System (System) reported reliable results for all 3 (100 percent) key performance measures tested for fiscal year 2010. A performance measure result is considered reliable if it is certified or certified with qualification. The System's performance measures provide information regarding its operational efficiencies and customer service.

Two key performance measures were certified. Those were:

- Average Customer Hold Time for Calls Received on Toll-free Line (In Minutes).

- TRS Retirement Fund Benefit Administration Annual Operating Expense Per Total Member and Annuitant in Dollars (Excluding Investment Expenses).

One key performance measure-Percent of TRS-Care Medical Claims Adjudicated within 14 Days of Receipt-was certified with qualification because the System's current method for calculating the measure should be improved to ensure continued accuracy.

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