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Office of Personnel Management

Retirement Services


Provide timely services and benefits for over 2.6 million Federal retirees and survivors

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Retirement Services is responsible for the Government-wide administration of retirement benefits and services for Federal employees, retirees, and their families. These benefits and services offer employees the opportunity to plan for their retirement and to know that their retirement system is effectively managed. OPM Retirement services also administers the Civil Service Retirement System (CSRS) and the Federal Employee Retirement System (FERS), serving 2.5 million Federal retirees and survivors who receive monthly annuity payments. We strive to provide timely and responsive services and information to retirees and their families, whenever needed.

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

View CX Feedback Data
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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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.

Digital Analytics Program Data

Operational Data

  FY19 Q1 FY19 Q2 FY19 Q3 FY19 Goal
Average number of minutes to answer phone calls 6.25 8.4 7.6 5
Average number of days to process retirement cases 61.3 54.9 56.2 60

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.