The newly created South Carolina Public Employee Benefit Authority consists of the South Carolina Retirement Systems and the state of South Carolina Employee Insurance Division. This project focuses on The SCRS Customer Services Department which consists of the Customer Service Customer Intake Visitors Center and the Customer Service Call Center. The Director of PEBA expressed not wanting the quality of service to our members to diminish; therefore, he asked for research on how other retirement systems' call and visitor centers operate. He wanted to know if PEBA needed to extend the hours of operations, use part-time workers to prevent the possible reduction in services provided, best practices for retention of staff, and data on the work environment for CSCI/CSCC. This CPM project addresses those concerns.