Outreach Overviewof
Retirement Services
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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
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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
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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
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Customer Services
• Our strategy• Provide multiple channels
• Telephone• Email• Fax• Website
• One contact resolution• Proactive informative service
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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
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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 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
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Retirement Services Online Page
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Online Password Request Pages
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Online Password Request Pages
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Online Password Request Pages
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Online Password Request Pages
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Online Password Request Pages
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Online Password Request Pages
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Online Password Request Pages
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Online Password Request Pages
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Online Password Request Pages
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Online Password Request Pages
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Online Password Request Pages
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Online Password Request Pages
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Online Password Request Notification
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• 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
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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/
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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)
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Five Important Things to Remember
• Keep your mailing address and e-mail address updated with OPM
• Keep your designations of beneficiary updated
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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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• 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
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Contact Us
• Web: • www.opm.gov/retire• www.servicesonline.gov
• Email: [email protected] • Telephone 1-888-767-6738• TTY 1-800-878-5707
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Contact Information
Sharon K. AppelProgram Analysis Officer
Benefits Officers Training and Development
724-794-2005 ext 3127