1 / 12

Overview of Pension Management Center Operations and Performance Metrics (2011)

This document provides a comprehensive overview of the Pension Management Center's (PMC) operational metrics and performance for the fiscal years 2010 and 2011. It includes details on staffing ceilings, monthly receipt and completion statistics, dual claims management, survivor benefits processing, and quality review initiatives. The report also highlights call center performance metrics, including call volume, average speed of answer, and abandoned call rates. Insights gathered from quality reviews contribute to annual refresher training for staff to enhance service delivery.

kelsie-ball
Télécharger la présentation

Overview of Pension Management Center Operations and Performance Metrics (2011)

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Pension Management Center September, 2011

  2. Consolidations • Maintenance – October 2001 • Originals – May 2008 through September 2008 • Survivor Benefits – November 2008 through August 2009 • Dual Claims – On hold • Temporary Diversion of Survivor Claims – June 2010 through September 2010

  3. Philadelphia PMC Structure PMC CEILING = 504 FTE PMC STAFFING = 501 FTE NPCC Ceiling = 75 FTE NPCC Staffing = 72 FTE

  4. Monthly Receipts FY10 FYTD receipts 261,513

  5. Monthly Completions FY10 FYTD completions 269,164

  6. Monthly Receipts FY11 FYTD receipts 272,064

  7. Monthly Completions FY11 FYTD completions 235,024

  8. Quality • National STAR Review • Local Quality Review • Individual Performance Quality Review • Quality Team • All findings are used to develop annual refresher training.

  9. National Pension Call Center (NPCC) FY10 • Philadelphia received 417,653 calls FY10 • Range 35,000 to 45,000 per month • Average speed of answer 5 minutes • Abandoned call rate under 10% • Average length 7 min

  10. National Pension Call Center (NPCC) FY11 • Philadelphia received 358,389 calls FY11 • Range 32,000 to 40,000 per month • Average speed of answer 7 minutes • Abandoned call rate under 18% • Average length 7 min

  11. Veterans Service Organization Philadelphia Outreach/Contact

  12. Thank You…

More Related