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 13 FY 1999/2000:	The FY 1999 level of customer satisfaction with the accuracy and timeliness of account maintenance services is improved, and workload balances are reduced, as more of these customer service requests are handled through the telecommunications media.

Continue to modernize sub-systems used to process service requests. Integrate these improvements with existing automated systems.

Continue to give callers the option of using an Interactive Voice Response (IVR) technology to make account changes, i.e., Federal or state tax withholdings, purchase Savings Bonds, request forms and pamphlets, verify income, life insurance or survivor information, and request replacement annuitant ID cards.

Improvements in the Performance Targets shown below are met.
Over the past several years, RIS has made a concerted effort to improve the delivery of many of its retirement program services by moving away from its traditional paper-bound business environment. Instead, RIS is relying primarily on telephony and other electronic media to communicate with customers and execute their requests for services.

RETIREMENT PROGRAMS
(MAINTAINING THE ANNUITY ROLL) -
PERFORMANCE INDICATORS

Customer Satisfaction Indicators	FY 1996 Performance	FY 1997 Performance	FY 1998 Performance	FY 1999 Target	FY 2000 Target
Customers either very or generally satisfied with overall services	79%	89%	75%	85%	90%
Business Process Indicators	FY 1996 Performance	FY 1997 Performance	FY 1998 Performance	FY 1999 Target	FY 2000 Target
Number of Account Maintenance Transactions Handled by IVR Technology	117,717	195,804	325,487	Increase by 5% above FY98	Increase by 5% above FY99
Processing Times (calendar days) and Accuracy of Address Change Requests	3.3 days 95.9%	4.7 days 99.9%	8.6 days 98.0%	4.0 days 100.0%	4.0 days 100.0%
Combined Key Workload Balances	46,521	20,750	19,910	19,320	18,740

By the year 2002, begin deploying a modern retirement system that fully automates a redesigned retirement process including retirement counseling, trust fund and financial management, and claims processing.

—	By the year 1998, validate business requirements of the retirement programs based on input from Federal agencies and other stakeholders.
—	By the year 1999, based on analysis of business requirements, develop alternative "Concepts of Operations" for modernized system and define system modules (i.e., retirement counseling, trust fund and financial management, claims processing, etc.).
—	From 1999 through the year 2002, based on Concepts of Operation, develop and deploy technology solutions to defined modules consistent with OPM's Information Technology technical architecture.

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Web Page Created 14 May 1999