RESULTS IN BRIEF
The following
section outlines the work performed:
Introduction
In July
2003, the Chief Operating Officer (COO) and the Chief Management
Officer (CMO) requested that the Office of Inspector General
(OIG) evaluate the concept for operating Field Benefit Administrator
(FBA) offices. To accomplish the requested work, the OIG engaged
a team from the accounting firms of Regis & Associates,
PC and Clifton Gunderson LLP. The overall objective of this
evaluation was to determine if the current FBA concept optimizes
customer service at the lowest possible cost. Working with
management, the review team identified five key issues that
are central to the evaluation: the FBA concept, contracting,
processes, metrics, and best practices. The scope and methodology
for this study are contained in Appendix I.
Conclusion
The review
team concluded that the Pension Benefit Guaranty Corporation
(PBGC) has an opportunity to improve customer service and
lower operating costs by revising the concept for operating
FBAs. The current FBA concept is functional, allowing PBGC
to complete its work effectively with some flexibility for
volume fluctuations. This has allowed PBGC to deal with a
dramatically increasing workload in recent years. Based on
the evaluation, however, the review team identified opportunities
to modify the current FBA concept that will increase efficiency
and decrease cost, while maintaining customer service standards.
In the
following paragraphs, we will answer the specific questions
posed by management. The review team has included at the end
of this section a matrix of findings. Details supporting each
finding are provided in subsequent sections that identify
options for management consideration and our suggestions for
future action.
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