OPM Seal U.S. Office of Personnel Management

FY 2000
Budget Justification/Performance Plan

(Transfers From The Trust Funds - continued)
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RIS Goal 11
FY 1999/2000:		 The FY 1999 level of customer satisfaction, processing times, and accuracy rates for processing new claims for annuity and survivor benefits is increased or maintained.
Means Blue Arrow Head  Continue efforts to improve the timeliness and accuracy of agency retirement submissions by issuing quarterly progress reports to retirement counselors and using the Interagency Advisory Group as a forum to deal with systemic problems.
Blue Arrow Head  Expand the training provided at the Retirement Operations Center to enable staff there to process as many claims as possible at OPM's entry point in Boyers, PA, saving time and minimize handling.
Blue Arrow Head  Continue to streamline work processes when such opportunities occur in order to reduce claims processing times and improve processing accuracy.
    
Indicators/Performance Results Blue Arrow Head   Improvements in the Performance Targets shown below are met.

During the past several years, Customer satisfaction with RIS’ claims processing services has remained at high levels as RIS has reduced processing times and workload balances and stabilized accuracy rates by improving its internal business processes. To sustain and continue improving these services in FY 2000 and beyond, RIS must reengineer its business processes and modernize its systems through its Retirement Systems Modernization project as current processes and systems are now operating at or near maximum efficiency.

RETIREMENT PROGRAM (CLAIMS PROCESSING) - PERFORMANCE INDICATORS

Customer Satisfaction
Indicators

FY 1996
Performance

FY 1997
Performance

FY 1998
Performance

FY 1999
Target

FY 2000
Target

** Customers who received their first payment either before or when they expected.

74%

78%

79%

80%

85%
** Annuitants who indicate overall satisfaction with the handling of their retirement claims

92%

90%

88%

90%

90%

Business Process
Indicators

FY 1996
Performance

FY 1997
Performance

FY 1998
Performance

FY 1999
Target

FY 2000
Target

Interim Payment Processing Time
- in calendar days

5 Days

5 Days

3.2 Days

3.0 Days

3.0 Days
CSRS Annuity Processing Time
- in calendar days

42 Days

39 Days*

23 Days

25 Days

20 Days
CSRS Annuity Claims Accuracy

94.3%*

94.0%*

96.0%*

96.0%

96.0%
FERS Annuity Processing Time
- in calendar days

50.3

50.2

65

60

55

FERS Annuity Claims Accuracy

94.1%

95.4%

94.5%

95.0

95.0
Survivor annuities authorized via "Survivor Express Pay"

48%

62%*

62%

65%

70%
Survivor Express Processing Time
- in calendar days

7 Days

5 Days*

5 Days

4 Days

4 Days
Overall Survivor Pay Processing Time - in calendar days

21 Days

11 Days*

10 Days

10 Days

9 Days
CSRS Death Claims Accuracy

94.3%*

91.8%*

96.9%*

97.0%*

97.0%
Overall payment Accuracy($)

N/A

99.9%***

99.9%***

99.9%***

99.9%***

 
* Data taken from Quality Assurance Reviews. FY 99 CSRS Accuracy target reflects an adjustment due to the postponement of automation updates.
** Data is collected through annual Client Satisfaction Surveys of new and continuing annuitants.
*** Data taken from annual annuity roll audit.

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Web Page Created 14 May 1999