retirement services outreach 2014. 2 outreach overview agenda retirement services strategy review of...
TRANSCRIPT
Retirement ServicesOutreach
2014
2
Outreach Overview
• Agenda• Retirement Services Strategy
• Review of Customer Services
• Overview of Retirement Services Online
• Explanation of Outreach Efforts
• Review of five important things to remember
Retirement Services Strategy
• Strategic Plan can be found at:
http://www.opm.gov/about-us/budget-performance/strategic-plans/retirement-strategic-plan.pdf
Our Strategy to eliminate the backlog consists of Four Pillars
• People• Productivity and Process Improvement• Partnering with Agencies• Partial, Progressive Information
Technology (IT) Improvements
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Retirement Services Goal-January 2012
• Increase monthly claims adjudication capacity by 2000 claims per month
• Eliminate Claims Backlog within 18 Months (July 2013)
• Adjudicate 90 percent of all new claims within 60 days of receipt from the agencies
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Key Improvements
• Increased staffing for retirement processing
• Effectively used overtime hours
• Provided monthly agency audit reports to the agencies for improved retirement packages
• Completed review of retirement claims process and changed the process based on that review
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Key Improvements
• Additional automation is vital to our success. Previous efforts to automate the “entire” RS process have failed, automation of our process piece-by-piece is our strategy for success
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New Retirement Services Goals-August 2013
• We estimate the elimination of the backlog in March 2014
• Current Stats can be found at
http://www.opm.gov/StrategicPlan/pdf/RetirementProcessingStatus.pdf
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Retirement Operations WorkloadsRetirement Operations Tasks Workload Statistics
Retirement Claims 114,000
Survivor Claims 90,000
Refund and Service Credit Claims 25,000
Phone Calls (RIOs) 1,800,000
Emails 268,000
Written Correspondence 117,000
Address Change Requests 48,000
Post Retirement 70,000
Retirement File Services 718,000
Retirement Eligibility Services 300,000
Manual Interim Pay Authorization 50,000
Disability and Reconsideration 19,000
Court Order Benefits 17,000
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Customer Services
• Retirement Information Office (RIO)
• Customer Walk-in Area located in the Theodore Roosevelt Building in Washington, DC
• Correspondence Office• Written letters• Emails• Faxes
• Refund/Deposit/FERCCA Office
Customer Services
• Retirement Information Office (RIO) Telephone Number:
• 1-888-767-6738
• TTY 1-800-878-5707
• RIO Current hours of operation:• 7:40am to 5:00pm Eastern time• Sequestration-related cuts reduced
our call center hours, impacting our customer service
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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 Password
• To request a Password, 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?• Change your Federal and State
Income Tax withholding • Change your mailing address • Change your Password • Establish an allotment to an
organization • Set up a checking or savings
allotment • Sign up for direct deposit of your
payment 13
Retirement Services Online
• Update your email address/opt-in to receive information electronically
• View/Print annuity statement/verification of income
• View/Print 1099-R Tax Forms • View/Print verification of life
insurance (FEGLI) • View the status of your case while in
interim pay
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Three ways to Access Services Online
• Main OPM web site: www.opm.gov
• Main Retirement Information and Services web site --- Quick Links section: www.opm.gov/retire
• Direct web address: www.servicesonline.opm.gov
Going Green
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• In an effort to “go-green” and reduce paper consumption, OPM started the following initiatives:• Collecting annuitants’ email
addresses • Sending Open Season postcard
notifications instead of Open Season Packages
• Providing the option to receive 1099R online
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Going Green
• Providing the option to receive Notices online
• Providing the option to receive life insurance information online
• Providing the option to Opt-in to receive all communication from OPM online
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Five Important Things to Remember
1. Keep your mailing address and e-mail address updated with OPM
2. Keep your designations of beneficiary updated • SF 2808 (CSRS Fund)
• SF 3102 (FERS Fund)
• SF 2823 (Life Insurance)
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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
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3. Report the death of your spouse to OPM
4. Report a marriage after retirement to OPM
5. Make sure your family knows who to contact in the event of your death
Five Important Things to Remember
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Contact Us
• Web:
• www.opm.gov/retire
• www.servicesonline.opm.gov
• Email: [email protected]
• Telephone 1-888-767-6738
• TTY 1-800-878-5707
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Contact Information
Sharon K. AppelManager, Benefits Officers Training and
Development
Retirement Services
724-794-2005 ext 3127