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Nationwide Retirement Solutions Launches Innovative Service Model for USCM – NACO Program Participants

USCM Customers to Benefit From Greater Access, Choice & Education Services

January 24, 2000

Nationwide Retirement Solutions (NRS) will launch a direct marketing and support model in February that will enable USCM participants in Nationwide retirement programs to conduct more transactions via voice technology and the Internet. Coinciding with this move will be enhanced support for USCM and NACO plan sponsors as well as a repositioning of Nationwide’s field representatives to focus on retirement education.

“Our public sector (USCM, NACO) customers are demanding more choices in how they can access our services, including online enrollment and self-service transactions”, said Joseph J. Gasper, president and chief operating officer of Nationwide Financial. “The convergence of increased customer demand for education and services and the rapid development of voice response and e-commerce technologies are driving this move.

“This transformation and implementation of our direct and e-commerce solutions provides a more efficient, seamless solution to satisfy our customers’ needs for immediate access and service. This new model also enables us to take advantage of the significant growth opportunities that exist.”

Education, 24-Hour Service Access Provides Greater Benefits to Customers

The new initiative will provide USCM program participants with a variety of benefits, including:

  • A greater focus on participant education, with retirement specialists and online education available to provide information and answer questions

  • Enhanced participant servicing through increased numbers of retirement specialists available through the company’s toll-free customer service number

  • Enhances city-employer servicing through the implementation of a new employer servicing unit and account executives

  • Web site improvements phased in during the course of 2000, including participant enrollment, ad hoc city-employer reporting, site customization, and education and consulting capabilities, which will make the Nationwide web site the most robust in the industry.

Duane Meek, Nationwide Retirement Solutions President explained “This new business model is our response to better serve the evolving needs of the public sector retirement market. Changing our approach to sales and service will improve the way we take care of our customers.

“Our customers demand greater access to customized information whenever they want it. The technologies we are employing will enable us to build upon our service leadership and will provide better value to the customer as well.”

Nationwide Retirement Solutions and its affiliates serve more than 10,000 city and local government employers representing more than one million participants throughout the United States. Nationwide is a Columbus, Ohio-based Fortune 500 company and one of the country’s largest diversified insurance and financial services organizations.

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