NEWS RELEASE

Washington, DC - Customer satisfaction with services delivered by the U.S. Office of Personnel Management's retirement operation is on an upward track, according to an independent survey.

In fact, the survey, also known as the American Customer Satisfaction Index (ACSI), rates the overall delivery of services by the agency's Retirement and Insurance Service 7.5 points higher than service delivery in the private sector.

The survey, which was developed and administered by the National Quality Research Center of the University of Michigan Business School , measured the satisfaction levels of federal retirees and survivor annuitants who had at least one business transaction in 2001 with the Retirement and Insurance Service.

"I am clearly pleased with the results of this survey," said OPM Director Kay Coles James. "They show that the Office of Personnel Management has incorporated the Bush Administration's high standards for being a customer-focused and results-oriented organization. Our progress this year is a result of the professionalism and commitment of our employees. We look forward to reaching an even higher standard next year."

Results of the survey are included in the Report on the Civil Service and Federal Employees Retirement System issued today, along with the ACSI survey findings on 70 customer segments of other federal agencies.

"The men and women who once served our nation with pride and distinction are now federal retirees," said James. "Now that they are customers of OPM's retirement organization, we are delighted to be able to provide them with the same level of service they once provided as public servants."

Questions in the survey were tailored for each agency's business activity under review and to elicit constructive information on how its customers perceive service delivery. Questions about OPM focused on the efficiency of the agency's retirement claims process and on the customer's ability to get information about the claims process. OPM's results are based on 260 conversations with Retirement and Insurance Service customers.

For example, 74 percent assigned a numerical rating of 8 or higher (on a 10-point scale) when asked about the timeliness and efficiency of OPM's handling of their retirement application. Another 75 percent, with a rating of 8 or higher, said information provided by OPM is clear and accurate.

Overall, OPM scored 78 on a scale of 0 - 100. The average government score was 71. In 1999 and 2000, OPM was rated at 75 and 73, respectively. In reference to last year's score, the University of Michigan report says OPM's satisfaction level has "improved significantly."