With more than 140,000 members across 15 ERISA benefit plans, UFCW & Employers Trust, LLC is one of the most complex and mission-driven benefit organizations in the country. At its helm is Rick A. Silva, Executive Director and Trust Fund Administrator—an industry veteran who has dedicated 45 years to serving UFCW members, growing from grocery clerk to senior leadership.
I recently sat down with Rick to talk about UFCW’s journey to modernization, the dramatic operational improvements they’ve achieved, and what’s ahead as they continue to strengthen service, security, and digital engagement for members, employers, and providers.
A Mission Grounded in Service—and Modernization
Rick began with a clear statement of purpose:
“Our mission is simple: to provide exceptional benefit administration for those we serve—delivering security, accuracy, and a member-first experience.”
Modernization, he emphasized, is not a trend or a luxury. It is a strategic priority.
UFCW’s transformation spans technology, operations, and the entire member experience. Their commitment to long-term sustainability and operational excellence has driven several major advancements across the organization.
Upgrading the Technology Foundation
Rick outlined three foundational elements of UFCW’s modernization:
1. Cloud Migration & Platform Upgrades
UFCW has transitioned its core systems to modern cloud platforms, leveraging SaaS and AWS through a V3locity Agile implementation.
This shift has delivered:
- Greater scalability and stability
- Stronger data and application security
- A more resilient infrastructure built for growth
2. Integrated Data Environment
UFCW consolidated previously fragmented data sources into a unified environment—giving staff real-time access, stronger analytics, and better decision-making capabilities.
3. Digital Member & Employer Tools
Today, UFCW offers robust self-service across members, employers, and providers.
Rick highlighted one area in particular:
“Member self-service has been exceptional—especially our open enrollment platform created with the Vitech/V3locity team.”
These tools have not only modernized interactions but also improved accuracy, transparency, and user satisfaction.
Re-Engineering Business Processes for the Digital Era
Technology upgrades are only half the story. UFCW undertook a major re-engineering of core business processes. Rick shared several powerful examples:
1. Claims Auto-Adjudication: From 0% to 85%+
When UFCW began this journey:
- 2016: 0% of claims were auto-adjudicated
- The next month: 25%
- By 2017: 60–65%
- Today: 85–90% across claim types
This shift unlocked massive efficiency gains. Claims staff was reduced from 43 to 11, with team members redeployed to:
- Compliance and internal controls
- Project management
- Communications
- Member engagement
“The sophistication of the system is amazing,” Rick said. “We redeployed resources so we can serve our membership better.”
2. Digitized Workflows & Real-Time Monitoring
Managers now have real-time visibility into workloads, performance metrics, and audit trails—enabling faster decisions and optimized staffing.
3. Integrated Imaging & Correspondence (ICS)
Instead of outsourcing, UFCW implemented V3locity’s imaging and correspondence services internally.
The result?
- Fully integrated member records
- Faster inquiry resolution
- Real-time workflow generation for member service teams
4. Pension Process Automation
Once fully paper-based, pension processes are now automated, enabling:
- Faster pension estimates
- Fewer errors
- Immediate access to decades of historical records
5. Contribution Tracking Enhancements
Automated invoicing and payment applications have reduced processes that once took weeks down to just days.
The Impact: Faster Service, Greater Accuracy, and a Better Member Experience
Rick underscored that modernization only matters if it improves outcomes for people. And it has.
Members and Employers Now Benefit From:
- Dramatically faster service
Sick leave and major claims now process in a single day—something Rick described as “unheard of.”
- Higher accuracy and trust
With automation reducing human error, stakeholders now have stronger confidence in UFCW’s administration.
- Streamlined digital experiences
Member, employer, and provider self-service tools have been widely embraced.
“The member is the true winner,” Rick said. “That’s what we should be celebrating.”
What’s Next for UFCW: AI, Automation & Enhanced Engagement
Looking ahead, Rick shared several priorities:
1. Personalized Digital Engagement
The team is exploring chat-based support and tailored digital experiences to further empower members.
2. Advanced Automation
UFCW is accelerating automation to onboard new funds more quickly and reduce administrative overhead.
3. Growth Without Paper Processes
With large UFCW locals recently onboarded, digital-first onboarding is becoming the standard.
4. AI & Predictive Analytics
UFCW made the bold decision to invest in AI-driven capabilities even when operations were stable—a move that has paid dividends in automation and member self-service.
5. Cybersecurity & Compliance as a Top Priority
Rick was emphatic:
- Multi-factor authentication
- Data encryption at rest and in transit
- Continuous monitoring for anomalies
- Internal and external penetration testing
- Strong industry compliance frameworks
“Security and regulatory compliance will continue to be our top priorities.”
A Modernization Mindset Built on Values
As we ended our conversation, Rick reflected on what drives UFCW forward:
“Modernization isn’t just about technology. It’s about delivering better outcomes for those we serve.”
He emphasized that every initiative must align with UFCW’s mission, vision, and core values:
- Exceptional service
- Innovation
- Accountability
- Member-first decision-making
“If it can’t answer the question of whether it serves our members better, we don’t do it.”
Rick closed by expressing pride in his team, pride in the organization they have built, and gratitude for the trust members place in them every day.
Final Thoughts
UFCW’s journey demonstrates what’s possible when a benefit fund commits to modernization across people, processes, and technology. Their progress is remarkable—and deeply inspiring.
At Vitech, we are grateful for the partnership and proud to support UFCW’s continued innovation on V3locity. The work Rick and his team are doing sets a powerful example for the future of health and pension administration.
Here’s to the next chapter of transformation—and to better outcomes for every member, employer, and provider UFCW supports.
