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.
Service design artifacts to support
Customer Experience planning and change management.
Each agency generates operational data;
including web traffic and customer feedback.
View CX Feedback Data
Digital Analytics 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: