Retirement and Benefits Outreach Overview for
Washington NARFE Federation Convention
May 18, 2010
April 29, 20102
Outreach Overview
• Agenda• Review of Customer Services
• Overview of Services Online application
• Explanation of Outreach Efforts
• Presentation of “Going Green” Initiatives
• Review of three important things to remember
April 29, 20103
Retirement and Benefits Statistics
• Customer services• Phone calls (RIOs) 1,900,000• Email 120,000• Written correspondence
450,000• Controlled correspondence 25,000• Priority correspondence
5,000• Walk-in service 3,000
April 29, 20104
Customer Services
• Call Center Offices• Boyers, PA• Pittsburgh, PA• Washington, DC
• Walk-in Area located in the Theodore Roosevelt Building in Washington, DC
• 81 employees • Plus, Spherix, Contractor (overflow)
approximately 36
April 29, 20105
Customer Services
• Our strategy• Provide multiple channels
•Telephone
•Fax
•Website
• One contact resolution
• Proactive informative service
April 29, 20106
Customer Services
• Improvement actions• Hired and trained additional staff• Purchased and implemented new
quality assurance technology• Updated the call messaging
system to provide a longest waiting call message
• Evaluated performance goals
April 29, 20107
Services Online Visit https://www.servicesonline.opm.gov
• Get your personalized retirement information and make changes online
• All you need is a computer, your Claim number, and PIN • To request a PIN, please call us at 1-888-767-6738 or email us at
[email protected]• What can you do?
• Update/provide your email address (New)• Change your Federal Income Tax withholding• Change your State Income Tax withholding • Buy Savings Bonds • View/Print/Request a duplicate Form 1099-R for the current
tax year and two previous years • Change your Personal Identification Number (PIN) • Establish an allotment to an organization • Change your mailing address • Sign up for direct deposit of your payment • Set up a checking or savings allotment • View your annuity statement
April 29, 20108
• Attend NARFE Conferences/Chapter Meetings
• Focus groups with retirees
• Pamphlets available• RI 83-21 - Take control of your retirement
• RI 38-126 – Life Events and Your Retirement and Insurance Benefits (For Annuitants)
Retirement and Benefits Outreach
April 29, 20109
Going Green
• In an effort to “go-green” and reduce paper consumption, OPM has started two initiatives• Effective December 2009, we began collecting
annuitants’ email addresses. • Effective October 2010, you will receive an
open season notification which will include a web site and telephone number to request health plan brochures, make enrollment changes, perform other open season transactions and obtain other health benefits information.
April 29, 201010
Three Important Things to Remember
• Keep your mailing address and e-mail address updated with OPM
• Keep your designations of beneficiary updated
• Make sure your family knows who to contact in the event of your death
April 29, 201011
Retirement Operations Center Boyers, PA
• Houses the files of our retirees and survivors
• Piled one on top the other, our 28,000+ filing cabinets, would be more than four times the height of Mount Everest
April 29, 201012
Contact Us
•Web:
•www.opm.gov/retire
•www.servicesonline.gov
•Email: [email protected]
•Telephone 1-888-767-6738
•TTY 1-800-878-5707
April 29, 201013
Contact Information
Sharon K. Appel
Program Analysis Officer
Benefits Officers Training and Development
724-794-2005 ext 3127
