Click here to skip navigation
An official website of the United States Government.
Skip Navigation

In This Section

Our Director Director's Blog

Posts By:

Black and white graphic with an image of a mountain and text which reads: Budget of The U.S. Government

Customer service is at the core of everything we do at the Office of Personnel Management (OPM). The President’s fiscal year 2017 budget proposal released this week embraces that core principle and provides additional funding for OPM’s efforts to improve customer service for Federal retirees and their families.

Each year, more than 1.5 million current or retired Federal employees and their families call OPM’s Retirement Services team with a wide range of questions. We also receive more than 280,000 questions via email and more than 100,000 new retirement claims each year. Requests for assistance range from tax questions to inquiries about what happens when a Federal retiree has passed away. And we hear from Federal employees who have detailed questions at each step in the retirement process.

Each of these interactions is important, and every one of these individuals is entitled to a timely, accurate, and detailed response. At OPM, we are consistently working to improve the quality of this experience for our customers. The President’s budget provides additional funding to help us decrease the amount of time a customer has to wait to talk to a representative or get a response to their email. And, the added resources will help us reduce the time it takes to process a retirement claim.

At Retirement Services, 80 percent of our budget is devoted to personnel. But, at certain times in the year that is not enough and we need to add to our customer service staff to help handle spikes in retirement claims.

For example, the beginning of each year is the busiest, with 26 percent of retirement claims being filed during the first six weeks of the year. In January, we brought detailees on board from the human resources retirement sections of the United States Postal Service (USPS) and from the Defense Finance and Accounting Services (DFAS) to help us handle the dramatic increase in claims.

While we certainly benefit from the dedication of these public servants, their service also improves the entire retirement process. When they return to their home agencies, they bring with them increased knowledge of our process, enabling them to better prepare retirement claims for processing by OPM.

We are constantly working to improve the customer experience. We are administering surveys and analyzing the data to identify customer service trends and to zero in on areas where improvement and change is needed. We are also updating our training and are tracking the progress of employees who take our customer service courses.

Retirement Services is also consistently upgrading and adding features to our Retirement Services Online website servicesonline.opm.gov and providing web-based tutorials for customers. Retirees can use the website to update their mailing addresses, change their Federal and state income tax withholding designations, request a duplicate annuity booklet or print their Retirement Services ID card. The more retirees and their families turn to our online services for basic needs, the quicker our team can respond to more complex questions.

We want the customer service experience to be excellent for each Federal employee who has served this great nation and deserves to receive accurate and timely benefits. The President’s FY2017 budget will help us deliver on this important goal.


Control Panel

Unexpected Error

There was an unexpected error when performing your action.

Your error has been logged and the appropriate people notified. You may close this message and try your command again, perhaps after refreshing the page. If you continue to experience issues, please notify the site administrator.

Working...