outreach overview of retirement services. 2 outreach overview agenda review of customer services...
TRANSCRIPT
Outreach Overviewof
Retirement Services
2
Outreach Overview
• Agenda• Review of Customer Services
• Overview of OPM Website and Services Online application
• Explanation of Outreach Efforts
• Presentation of “Going Green” Initiatives
• Review of five important things to remember
3
Retirement Services Statistics
• Customer services• Phone calls (RIOs) 1,800,000• Email 250,000• Written correspondence
350,000• Controlled correspondence 11,000• Priority correspondence
5,000• Walk-in service 3,000
4
Customer Services
• Call Center Offices• Boyers, PA• Washington, DC
• Walk-in Area located in the Theodore Roosevelt Building in Washington, DC
Customer Services
• Staff- 95• 79 full time permanents• 2 part time permanents• 14 temporary until June 30th
• Contractor Staff (overflow)• 36 employees
• Hours of Operation are 7:30am until 8:00pm Eastern Time
5
6
Customer Services
• Our strategy• Provide multiple channels
• Telephone
• Fax
• Website
• One contact resolution
• Proactive informative service
7
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
• Provided informational messages through the phone system
• Evaluated performance goals
10
Retirement 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, email us at [email protected] or use Retirement Services Online to make your request
Retirement Services Online Visit https://www.servicesonline.opm.gov
• What can you do?• View annuity statement • Change mailing address • Sign up for direct deposit of your payment • Update email address • Change Federal and State Income Tax
withholding • View/Print/Request a duplicate Form 1099-R
for the current tax year and two previous years • Change Password • Request a new password • Establish an allotment to an organization • Set up a checking or savings allotment
11
Retirement Services Online Page
13
Online Password Request Pages
14
Online Password Request Pages
15
Online Password Request Pages
16
Online Password Request Pages
17
Online Password Request Pages
18
Online Password Request Pages
19
Online Password Request Pages
20
Online Password Request Pages
21
Online Password Request Pages
22
Online Password Request Pages
23
Online Password Request Pages
24
Online Password Request Pages
25
Online Password Request Notification
26
27
• 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 Services Outreach
28
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 received an open
season notification which included 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.
Going Green
• United States Department of the Treasury has implemented “Go Direct”• You can find more information about this
initiative at:• http://www.godirect.org/
29
Going Green
• By March 1, 2013, everyone getting the following federal benefits by paper check will need to switch to electronic payments – direct deposit to a bank or credit union account or to the Direct Express® Debit MasterCard® card:• Social Security • Supplemental Security Income • Veterans Affairs • Railroad Retirement Board • Office of Personnel Management • Department of Labor (Black Lung)
30
31
Five Important Things to Remember
• Keep your mailing address and e-mail address updated with OPM
• Keep your designations of beneficiary updated
32
Retirement Operations Center Boyers, PA
• Houses the files of our retirees and survivors
• Piled one on top the other, our 21,000+ filing cabinets, would be more than four times the height of Mount Everest
33
• Report the death of your spouse to OPM
• Report a marriage after retirement to OPM
• Make sure your family knows who to contact in the event of your death
Five Important Things to Remember
34
Contact Us
• Web:
• www.opm.gov/retire
• www.servicesonline.gov
• Email: [email protected]
• Telephone 1-888-767-6738
• TTY 1-800-878-5707
35
Contact Information
Sharon K. AppelProgram Analysis Officer
Benefits Officers Training and Development
724-794-2005 ext 3127