1. Retirement Services Outreach 2014

2. 2 Outreach Overview Agenda Retirement Services Strategy Review of Customer Services Overview of Retirement Services Online Explanation of Outreach Efforts Review of five important things to remember

3. Retirement Services Strategy Strategic Plan can be found at: http://www.opm.gov/about-us/budget- performance/strategic-plans/retirement- strategic-plan.pdf Our Strategy to eliminate the backlog consists of Four Pillars People Productivity and Process Improvement Partnering with Agencies Partial, Progressive Information Technology (IT) Improvements 3

4. Retirement Services Goal-January 2012 Increase monthly claims adjudication capacity by 2000 claims per month Eliminate Claims Backlog within 18 Months (July 2013) Adjudicate 90 percent of all new claims within 60 days of receipt from the agencies 4

5. Key Improvements Increased staffing for retirement processing Effectively used overtime hours Provided monthly agency audit reports to the agencies for improved retirement packages Completed review of retirement claims process and changed the process based on that review 5

6. Key Improvements Additional automation is vital to our success. Previous efforts to automate the entire RS process have failed, automation of our process piece-by- piece is our strategy for success 6

7. New Retirement Services Goals- August 2013 We estimate the elimination of the backlog in March 2014 Current Stats can be found at http://www.opm.gov/StrategicPlan/pdf/Reti rementProcessingStatus.pdf 7

8. Retirement Operations Workloads Retirement Operations TasksWorkload Statistics Retirement Claims114,000 Survivor Claims90,000 Refund and Service Credit Claims25,000 Phone Calls (RIOs)1,800,000 Emails268,000 Written Correspondence117,000 Address Change Requests48,000 Post Retirement70,000 Retirement File Services718,000 Retirement Eligibility Services300,000 Manual Interim Pay Authorization50,000 Disability and Reconsideration19,000 Court Order Benefits17,000

9. 9 Customer Services Retirement Information Office (RIO) Customer Walk-in Area located in the Theodore Roosevelt Building in Washington, DC Correspondence Office Written letters Emails Faxes Refund/Deposit/FERCCA Office

10. Customer Services Retirement Information Office (RIO) Telephone Number: 1-888-767-6738 TTY 1-800-878-5707 RIO Current hours of operation: 7:40am to 5:00pm Eastern time Sequestration-related cuts reduced our call center hours, impacting our customer service 10

11. Customer Services Email us at: retire@opm.gov 11

12. 12 Retirement Services Online Visit https://www.servicesonline.opm.gov Get your personalized retirement information and make changes online All you need is a computer, your Claim number, and Password To request a Password, please call us at 1-888-767-6738, email us at retire@opm.gov or use Retirement Services Online to make your request retire@opm.gov

13. Retirement Services Online Visit https://www.servicesonline.opm.gov What can you do? Change your Federal and State Income Tax withholding Change your mailing address Change your Password Establish an allotment to an organization Set up a checking or savings allotment Sign up for direct deposit of your payment 13

14. Retirement Services Online Update your email address/opt-in to receive information electronically View/Print annuity statement/verification of income View/Print 1099-R Tax Forms View/Print verification of life insurance (FEGLI) View the status of your case while in interim pay 14

15. Three ways to Access Services Online Main OPM web site: www.opm.govwww.opm.gov Main Retirement Information and Services web site --- Quick Links section: www.opm.gov/retirewww.opm.gov/retire Direct web address: www.servicesonline.opm.gov www.servicesonline.opm.gov

16. Going Green 16 In an effort to go-green and reduce paper consumption, OPM started the following initiatives: Collecting annuitants email addresses Sending Open Season postcard notifications instead of Open Season Packages Providing the option to receive 1099R online

17. 17 Going Green Providing the option to receive Notices online Providing the option to receive life insurance information online Providing the option to Opt-in to receive all communication from OPM online

18. 18 Five Important Things to Remember 1.Keep your mailing address and e-mail address updated with OPM 2.Keep your designations of beneficiary updated SF 2808 (CSRS Fund) SF 3102 (FERS Fund) SF 2823 (Life Insurance)

19. 19 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

20. 20 3.Report the death of your spouse to OPM 4.Report a marriage after retirement to OPM 5.Make sure your family knows who to contact in the event of your death Five Important Things to Remember

21. 21 Contact Us Web: www.opm.gov/retire www.servicesonline.opm.gov Email: retire@opm.govretire@opm.gov Telephone 1-888-767-6738 TTY 1-800-878-5707

22. 22 Contact Information Sharon K. Appel Manager, Benefits Officers Training and Development Retirement Services 724-794-2005 ext 3127 Sharon.Appel@opm.gov