OPM GoalsGoal 3Objective 2
Facilitate retirement income security for Federal employees by making the transition from active employment to retirement seamless and expeditious. The program designs of the Civil Service and Federal Employees Retirement Systems (CSRS and FERS), as defined in title 5 of the U.S. Code, provide Federal employees with a secure retirement income. OPM facilitates this outcome by ensuring that Federal employees are prepared for retirement and that retirement incomes are not placed at risk by a lengthy, confusing and cumbersome retirement process. After they transition from active employment to retirement, OPM maintains annuitants’ income security by providing them on-going account maintenance services and responding to inquiries about their benefits. Similarly for the survivors of deceased Federal employees and annuitants, OPM ensures that these individuals quickly and efficiently receive the survivor benefits to which they are entitled. The CSRS and FERS programs were established before today’s modern, technology-based business environment came into existence, and before the resources for handling large retirement programs like the CSRS and the FERS existed outside the Federal sector. Thus, OPM is committed to modernizing this system to meet future demands. Strategies
Performance Indicators/MeasuresOPM will achieve its objective for the Retirement Program when Federal employees are prepared for retirement and know what to expect when they retire; all annuitants receive the correct benefit they have earned on the day these payments are due; and all program customers receive consistent, timely and accurate on-going services and communications from the retirement system throughout their Federal career and retirement years. To determine if these outcomes are being achieved, OPM collects data from its business systems that assess the timeliness, accuracy and efficiency of its claims processing and customer service functions. OPM surveys annuitants (The Retirement Insurance Service (RIS) Client Satisfaction Survey) and maintains a strategic relationship with agency human resources offices, especially benefits officers, to ensure employees receive accurate and consistent benefits counseling throughout their Federal careers. The information collected from these various sources is assembled in a balanced array of performance indicators that enable OPM to assess performance from a variety of perspectives, as shown below:
We also use data from the American Customer Satisfaction Index that compares the satisfaction of Federal annuitants to customer evaluations of the quality of goods and services purchased in the United States.
|