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Expectations are changing. So are we.

Our nine-year strategic plan, From 12 to 21: Our Way Forward, is the road map to our future.

Our strategic plan

Read about what we are doing to transform our organization.

Read the plan

The case for change

We operate in a complex and dynamic environment that requires us to be forward thinking and proactive. As demographics and digital technologies evolve, so do service expectations. And so must we.

Our vision

By 2021 we will be a more responsive and efficient organization, meet increasing transaction volumes and evolving expectations of plan boards, members and employers while enhancing the experience of staff.

Our transformation

Our ambitious strategic plan is organized in three phases; each with its own purpose and focus.

Transformation Timeline


  • Strengthened project management and delivery capabilities
  • Implemented legislative changes and prepared for plan design changes
  • Furthered our understanding of evolving expectations


  • Developed a more efficient organizational structure
  • Established the Member Services Centre
  • Enhancing member online services


  • Provide better tools and processes for plan employers and staff
  • Automate key transactions
  • Enhance business analysis and insights
  • Continue planning for 2021 and beyond


Our achievements to date show our ability to deliver on our promises.