Bureau of Trust Funds Administration, Department of Interior

Trust Beneficiary Call Center

More than $4.4 billion passes through Tribal and IIM accounts annually

Bureau of Trust Funds Administration (BTFA) was created to improve the accountability and management of Indian funds held in trust by the federal government. Currently, BTFA maintains approximately 3,000 accounts for 250 Tribal entities with assets exceeding $4.4 billion, and over 387,000 Individual Indian Monies (IIM) accounts with assets of approximately $597 million. Income is generated from the sale or rental of Indian-owned land and natural resources such as timber, and royalties from oil and natural gas exploration and production. Funds also are derived from interest earned on invested funds, as well as awards or settlements of tribal claims. The Trust Beneficiary Call Center (TBCC) plays a critical role in the delivery of trust fund management services to Indian trust beneficiaries. The TBCC was implemented in 2004, and for the first time ever, Indian trust beneficiaries were provided with an easy-to-access primary point of contact for making inquiries about their trust assets, (i.e., fractional owner interests, account balance and lease activity), checking the status of a requested service or requesting a disbursement from, or an update to an IIM account administered by BFTA. In addition, the TBCC serves as the primary point of contact for the Department’s Land Buy Back Program, where Landowners can request information about the program and receive assistance with updating IIM accounts and completing purchase offer packages.

CX Plans and Progress

Service design artifacts to support Customer Experience planning and change management. Each agency generates operational data; including web traffic and customer feedback.

Progress

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Digital Analytics Data
Operational Data
Reporting Notes

CX Feedback Data

During this quarter, the HISP collected feedback under a PRA clearance that does not all for public disclosure. HISPs are required to establish the new A-11 Section 280 generic clearance that allows for public reporting by October 1, 2020.

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Digital Analytics Program Data

Operational Data

Since its inception, the TBCC has responded to over 2.4 million calls with a Short Speed to Answer, Low Abandoned Call Rate and an overall First Line Resolution (FLR) rate of 95%. The TBCC call center is operated by a contractor that continues to meet or exceed the following monthly performance metrics:

	Goal	FY19 Q3
Average Speed to Answer	50 seconds	37 seconds
Call Abandoned Rate	9%	3.29%
Average Handle Time	4:00 minutes	3:06 minutes
First Line Resolution	85%	98.6%
Total Calls Received		44,466
Total Calls Answered		43,002

Reporting Notes

CX Feedback Data: HISPs are currently in the process of aligning their customer feedback collections to seven government-wide CX measures. These measures align to specifically worded questions that agencies may make minimal changes to (to ensure relevancy for their context) and be scored on a scale of 1 to 5, with 5 indicating strong agreement with a measure statement. Agencies that use a 10 point scale provide a calculation for converting results to a five point scale. Many are collecting customer feedback under clearances that did not include a provision to share this data publicly. HISPs without the current capacity to collect and share data using the government-wide measures must identify a target date for reporting of these metrics not to exceed FY 2021, Quarter 1.
Operational Data: HISPs were provided the opportunity to submit operational data in their quarterly reporting to OMB that provides context regarding their customers' experiences with their service.