Retirement and Benefits Outreach Overview for Washington NARFE Federation Convention May 18, 2010
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, 2010 2
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 April 29, 2010 3
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, 2010 4
Customer Services • Our strategy • Provide multiple channels • Telephone • Email • Fax • Website • One contact resolution • Proactive informative service April 29, 2010 5
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, 2010 6
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 • What can you do? • • • April 29, 2010 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 7
Retirement and Benefits Outreach • 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) April 29, 2010 8
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. April 29, 2010 9
Three Important Things to Remember • Keep your mailing address and email 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, 2010 10
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, 2010 11
Contact Us • Web: • www. opm. gov/retire • www. servicesonline. gov • Email: retire@opm. gov • Telephone 1 -888 -767 -6738 • TTY 1 -800 -878 -5707 April 29, 2010 12
Contact Information Sharon K. Appel Program Analysis Officer Benefits Officers Training and Development 724 -794 -2005 ext 3127 Sharon. Appel@opm. gov April 29, 2010 13
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