Outreach Overview of Retirement Services

transcript

Outreach Overviewof

Retirement Services

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

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

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

Customer Services

• Our strategy• Provide multiple channels

• Telephone• Email• Fax• Website

• One contact resolution• Proactive informative service

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

OPM Websitewww.opm.gov

OPM Websitewww.opm.gov/retire

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 retire@opm.gov 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

OPM Websitewww.servicesonline.opm.gov

Retirement Services Online Page

Online Password Request Pages

Online Password Request Notification

• 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

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/

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)

Five Important Things to Remember

• Keep your mailing address and e-mail address updated with OPM

• Keep your designations of beneficiary updated

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

• 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

Contact Us

• Web: • www.opm.gov/retire• www.servicesonline.gov

• Email: retire@opm.gov • Telephone 1-888-767-6738• TTY 1-800-878-5707

Contact Information

Sharon K. AppelProgram Analysis Officer

Benefits Officers Training and Development

724-794-2005 ext 3127

Sharon.Appel@opm.gov

Outreach Overview of Retirement Services

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