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

2. April 29, 2010 2 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

3. April 29, 2010 3 Retirement and Benefits Statistics Customer services Phone calls (RIOs) 1,900,000 Email 120,000 Written correspondence 450,000 Controlled correspondence 25,000 Priority correspondence 5,000 Walk-in service 3,000

4. April 29, 2010 4 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

5. April 29, 2010 5 Customer Services Our strategy Provide multiple channels Telephone Email Fax Website One contact resolution Proactive informative service

6. April 29, 2010 6 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

7. April 29, 2010 7 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 PIN To request a PIN, please call us at 1-888-767-6738 or email us at retire@opm.gov retire@opm.gov What can you do? Update/provide your email 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

8. April 29, 2010 8 Attend NARFE Conferences/Chapter Meetings Focus groups with retirees Pamphlets available RI 83-21 - Take control of your retirement RI 38-126 – Life Events and Your Retirement and Insurance Benefits (For Annuitants) Retirement and Benefits Outreach

9. April 29, 2010 9 Going Green In an effort to “go-green” and reduce paper consumption, OPM has started two initiatives Effective December 2009, we began collecting annuitants’ email 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.

10. April 29, 2010 10 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

11. April 29, 2010 11 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

12. April 29, 2010 12 Contact Us Web: www.opm.gov/retire www.servicesonline.gov Email: retire@opm.govretire@opm.gov Telephone 1-888-767-6738 TTY 1-800-878-5707

13. April 29, 2010 13 Contact Information Sharon K. Appel Program Analysis Officer Benefits Officers Training and Development 724-794-2005 ext 3127 Sharon.Appel@opm.gov