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f. If a participant elects to move from the website to a call center service representative,
describe the interface between the website and the service representative.
When plan sponsors and participants log onto
VALIC.com,they are greeted with a choice of
links designed to assist in accessing the information that is most needed, including specific
account access. All e-mails are routed directly to a Client Service Representative (CSR)
through the “Contact Us” option on the menu at the top of the screen. After the participant
clicks on the heading, he or she can click on the e-mail address in the “Contact Us by
Secure Email” section and type his or her question or request. The site is maintained on a
daily basis and responses are typically provided within 24 hours.
Additionally, the toll-free number for the Client Care Center is listed on the site.
Participants can also call the Voice Response System and opt out to speak with a CSR for
more information.
g. How often is the data on the website updated? How does the website interface with
the recordkeeping system?
Our recordkeeping system operates in a real-time environment and
VALIC.comis fully
integrated into the system. Unlike some systems, where the data is transferred from the
website on a nightly basis, our system and its interfaces share data immediately. This
ensures that participants have the most up-to-date information each time they call us or log
on to our website.
h. Please provide your website account access and transactional availability statistics
for the last 12 months (average availability per month as a percentage).
January 2016
99.93%
February 2016
99.78%
March 2016
99.93%
April 2016
99.93%
May 2016
99.8%
June 2016
99.72%
July 2016
99.72%
August 2016
99.70%
September 2016
99.80%
October 2016
100%
November 2016
100%
December 2016
100%
YTD Average
99.93%