Retirement and Benefits Outreach Overview for Washington NARFE Federation Convention May 18, 2010.

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Presentation transcript:

Retirement and Benefits Outreach Overview for Washington NARFE Federation Convention May 18, 2010

April 29, Outreach Overview Agenda Review of Customer Services Overview of Services Online application Explanation of Outreach Efforts Presentation of “Going Green” Initiatives Review of three important things to remember

April 29, Retirement and Benefits Statistics Customer services Phone calls (RIOs) 1,900, ,000 Written correspondence 450,000 Controlled correspondence 25,000 Priority correspondence 5,000 Walk-in service 3,000

April 29, Customer Services Call Center Offices Boyers, PA Pittsburgh, PA Washington, DC Walk-in Area located in the Theodore Roosevelt Building in Washington, DC 81 employees Plus, Spherix, Contractor (overflow) approximately 36

April 29, Customer Services Our strategy Provide multiple channels Telephone Fax Website One contact resolution Proactive informative service

April 29, 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 Evaluated performance goals

April 29, 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 or us at What can you do? Update/provide your address (New) Change your Federal Income Tax withholding Change your State Income Tax withholding Buy Savings Bonds View/Print/Request a duplicate Form 1099-R for the current tax year and two previous years Change your Personal Identification Number (PIN) Establish an allotment to an organization Change your mailing address Sign up for direct deposit of your payment Set up a checking or savings allotment View your annuity statement

April 29, 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 and Benefits Outreach

April 29, 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 will receive an open season notification which will include 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.

April 29, Three Important Things to Remember Keep your mailing address and e- mail address updated with OPM Keep your designations of beneficiary updated Make sure your family knows who to contact in the event of your death

April 29, Retirement Operations Center Boyers, PA Houses the files of our retirees and survivors Piled one on top the other, our 28,000+ filing cabinets, would be more than four times the height of Mount Everest

April 29, Contact Us Web: Telephone TTY

April 29, Contact Information Sharon K. Appel Program Analysis Officer Benefits Officers Training and Development ext 3127