OPM Congressional Budget Justification and Annual Performance Plan

U.S. Office of Personnel Management

FY 2000
Budget Justification/Performance Plan

(Transfers From The Trust Funds - continued)
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RIS Goal 12 FY 1999/2000:	The FY 1999 level of customer satisfaction with RIS teleservices and the timeliness of written responses to inquiries is increased or maintained.

During FY’s 1999 and 2000, RIS will continue to expand its range of retirement and insurance telephone services: retirees will be able to make an even wider range of annuity allotments, request FEHB plan brochures, and obtain customer satisfaction survey results pertaining to FEHB carriers.

Starting in FY 1999, RIS will provide all new retirees under the Civil Service Retirement System with personalized and detailed information regarding their retirement, health and life insurance benefits when they begin receiving their regular annuity checks.

Evaluate weekly performance reports from new IVR technology installed during FY 1998, and those from the new Pittsburgh call center, to revise performance baselines, set new performance goals, and develop new performance measures for the teleservice activities.

Improve communications with customers by fully deploying the new "Your Federal Retirement Benefits" booklet in Plain Language with clearer, more detailed and personalized information about their retirement, health and life insurance benefits at the time of their first annuity payment.

Improvements in the Performance Targets shown below are met.
In early FY 1998, RIS opened a new Teleservice Center in Pittsburgh, Pennsylvania, increased the number of telephone lines in all of its call centers, and introduced new interactive voice-response (IVR) technology throughout the Retirement and Insurance Service. These enhancements raised the number of calls handled by 32% and significantly increased the number of customers able to access services on their first call. As a result, caller satisfaction has remained at high levels.

RIS streamlined it correspondence handling functions so that most written inquiries from its retirement program customers are now answered by more experienced and knowledgeable staff at the point they are received in the organization. This has contributed to an increase in customer satisfaction with both the content and timeliness of responses to these inquiries.

RETIREMENT PROGRAMS (ANSWERING INQUIRIES) - PERFORMANCE INDICATORS

Customer Satisfaction Indicators	FY 1996 Performance	FY 1997 Performance	FY 1998 Performance	FY 1999 Target	FY 2000 Target
Overall Satisfaction with Call Handling	81%	89%	85%	90%	90%
Overall Satisfaction with Content & Timeliness of Written Responses	73% 70%	78% 76%	85% 85%	87% 87%	90% 90%
Business Process Indicators	FY 1996 Performance	FY 1997 Performance	FY 1998 Performance	FY 1999 Target	FY 2000 Target
Number of Calls Handled	574,242	740,845	974,380	1,023,100	1,074,255
% of Priority Correspondence Answered w/in 8 calendar days	89%	92%	93%	95%	95%
% of Regular Correspondence Answered w/in 15 calendar days	87%	N/A	76%	85%	95%

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Web Page Created 14 May 1999