Serving Our Members
Serving members remains central to PSPP’s purpose of ensuring that earned pension benefits are there when members retire. In 2025, PSPP continued to focus on providing timely, accessible information and practical tools to support members throughout their pension journey. Communication and service enhancements throughout the year were guided by a commitment to improving clarity, accessibility, and overall member experience.
Ensuring that members have current and reliable information about their pension benefits continued to inform PSPP’s approach to education, outreach, and service delivery. Throughout the year, PSPP refined its communication channels and resources to better support members at all stages of their pension lifecycle.
Modernized Brand and Website Experience
In 2025, PSPP launched a fully redesigned website supported by updated branding and a new logo. The refreshed brand identity unifies PSPP Corporation and the Public Service Pension Plan under a single, consistent visual framework. Improvements to website navigation and content organization were implemented to better align with member needs and to support easier access to clear and reliable pension information.
Member Feedback and Surveys
PSPP developed several member surveys during the year, with implementation planned for 2026. These surveys are designed to gather feedback at key points in a member’s pension journey, including onboarding, service transfers, leaves of absence, service purchases, employment termination, and retirement.
Survey results will establish a baseline measure of member experience with PSPP, including overall impressions and perceptions of process complexity. The results will be used to identify opportunities for improvement and to track changes in member satisfaction over time.
New and Enhanced Member Resources
PSPP continued to expand its suite of educational resources to help members understand pension related processes and options. In 2025, two new educational videos were introduced: one explaining leaves of absence and service repayment, and another outlining what members can expect when leaving a PSPP participating employer. These resources are intended to simplify complex topics and support members who prefer video-based learning.
Written resources were also expanded during the year. Two new brochures were published addressing transferring service and death before retirement. PSPP also developed additional online tools to support members using digital services, including guides for registering for and navigating Your Pension Profile and PensionEase. “Your First Year with PSPP” resources were introduced to assist new members with early financial planning.
Member education continued through regular online and in person presentations. In 2025, PSPP delivered 97 online sessions and 9 in person sessions, covering onboarding, general pension overviews, and retirement preparation. Approximately 4,500 members participated in these sessions.
In collaboration with Alberta Pensions Services, several administrative processes were improved during the year to enhance the member experience. Enhancements included digitizing employer retirement verifications, improving the beneficiary confirmation process within the online retirement application, introducing an application status bar to improve transparency, launching pre-authorized debit for online lump sum buyback payments, and introducing co-browsing technology, where members and Member Service Centre representatives can share a screen during a support call.
Expanding Communication Channels
Keeping members informed remained a priority in 2025. PSPP published two issues of PSPP Talks, its electronic newsletter, with one edition tailored for active and deferred members and another for retirees to ensure relevance. The newsletter is distributed when significant information needs to be shared, supporting clarity and trust in PSPP communications.
PSPP also expanded its digital outreach through social media, nearly doubling its LinkedIn following during the year. The platform was used to share pension-related information and promote awareness of the value of defined benefit pension plans.
In support of Pension Awareness Day and broader national pension education initiatives, PSPP produced a podcast episode highlighting the value of a defined benefit pension at different stages of a member’s career. Hosted by the Chief Pension Officer, the discussion featured perspectives from a recently-enrolled member, a mid-career member, a retiree, and an employer representative, and focused on real experiences across the pension journey.
Engagement with Online Services
Member use of online services continued to increase in 2025. Registrations for Your Pension Profile grew by approximately 9.6% during the year, bringing total registration levels to 69.4% of PSPP members.
| % change from 2024 | ||
|---|---|---|
| Total YPP Registrations | 62,991 | 6.6% increase |
| % of Active members enrolled | 70.2% | 8.5% increase |
| % of Deferred members enrolled | 52.6% | 11.6% increase |
| % of Retired members enrolled | 65.3% | 10.0% increase |
Digital convenience is also evident in pension applications—88% of applications were conducted through YPP in 2025. Meanwhile, secure messages as a fraction of total member contacts remained at just under a third, reflecting reliance on PSPP’s online platform.
| % change from 2024 | ||
|---|---|---|
| Pension applications | 1,053 | 54% increase |
| Secure Messages | 10,918 | 11.2% decrease |
As we look ahead, PSPP remains committed to delivering innovative solutions and accessible information, ensuring every member can make informed decisions about their pension benefits.
"PSPP makes me feel less anxious about the future."
“I feel like someone "has my back" in retirement. Glad to be part of this retirement plan!”