Outreach Overview of Retirement Services. 2 Outreach Overview Agenda Review of Customer Services Overview of OPM Website and Services Online application.

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Presentation transcript:

Outreach Overview of Retirement Services

2 Outreach Overview Agenda Review of Customer Services Overview of OPM Website and Services Online application Explanation of Outreach Efforts Presentation of “Going Green” Initiatives fiveReview of five important things to remember

3 Retirement Services Statistics Customer services Phone calls (RIOs) 1,800, ,000 Written correspondence 350,000 Controlled correspondence 11,000 Priority correspondence 5,000 Walk-in service 3,000

4 Customer Services Call Center Offices Boyers, PA Washington, DC Walk-in Area located in the Theodore Roosevelt Building in Washington, DC

Customer Services Staff full time permanents 2 part time permanents 14 temporary until June 30 th Contractor Staff (overflow) 36 employees Hours of Operation are 7:30am until 8:00pm Eastern Time 5

6 Customer Services Our strategy Provide multiple channels Telephone Fax Website One contact resolution Proactive informative service

7 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

OPM Website 8

OPM Website 9

10 Retirement Services Online Visit 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 , us at or use Retirement Services Online to make your

Retirement Services Online Visit What can you do? View annuity statement Change mailing address Sign up for direct deposit of your payment Update 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 11

OPM Website

Retirement Services Online Page 13

Online Password Request Pages 14

Online Password Request Pages 15

Online Password Request Pages 16

Online Password Request Pages 17

Online Password Request Pages 18

Online Password Request Pages 19

Online Password Request Pages 20

Online Password Request Pages 21

Online Password Request Pages 22

Online Password Request Pages 23

Online Password Request Pages 24

Online Password Request Pages 25

Online Password Request Notification 26

27 Attend NARFE Conferences/Chapter Meetings Focus groups with retirees Pamphlets available RI Take control of your retirement RI – Life Events and Your Retirement and Insurance Benefits (For Annuitants) Retirement Services Outreach

28 Going Green In an effort to “go-green” and reduce paper consumption, OPM has started two initiatives Effective December 2009, we began collecting annuitants’ 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: 29

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) 30

31 Five Important Things to Remember Keep your mailing address and address updated with OPM Keep your designations of beneficiary updated

32 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

33 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

34 Contact Us Web: Telephone TTY

35 Contact Information Sharon K. Appel Program Analysis Officer Benefits Officers Training and Development ext 3127