Retirement and Benefits Outreach Overview for

Washington NARFE Federation Convention

May 18, 2010

April 29, 20102

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, 20103

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, 20104

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, 20105

Customer Services

• Our strategy• Provide multiple channels

•Telephone

•Email

•Fax

•Website

• One contact resolution

• Proactive informative service

April 29, 20106

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, 20107

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?

• 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

April 29, 20108

• 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

April 29, 20109

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, 201010

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, 201011

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, 201012

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, 201013

Contact Information

Sharon K. Appel

Program Analysis Officer

Benefits Officers Training and Development

724-794-2005 ext 3127

Sharon.Appel@opm.gov