Transcript The Consolidation Story Pension Maintenance Center

Pension Management Center
September, 2011
Consolidations
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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
Philadelphia PMC Structure
Office of Chief
Team A
Team B
Rating/Appeals A
Rating/Appeals B
Team C
Team D
Triage A
Triage B
Team E
Team F
NPCC
(call center)
Capture Unit
Team G
Team H
Special Queue
Team I
PMC CEILING = 504 FTE
PMC STAFFING = 501 FTE
NPCC Ceiling = 75 FTE
NPCC Staffing = 72 FTE
Monthly Receipts FY10
40000
35000
30000
25000
20000
15000
rating receipts
death receipts
maintenance receipts
total receipts
10000
5000
0
Oct- Nov- Dec- Jan- Feb- Mar- Apr- M Jun- Jul- Aug- Sep09
09 09
10 10
10 10 ay- 10
10 10 10
10
FYTD receipts
261,513
Monthly Completions FY10
30000
25000
rating completions
20000
death completions
15000
maintenance
completions
total
10000
5000
0
Oct- Nov- Dec- Jan- Feb- M Apr- M Jun- Jul- Aug- Sep09 09 09 10 10 ar- 10 ay- 10 10 10 10
10
10
FYTD completions
269,164
Monthly Receipts FY11
50,000
45,000
40,000
35,000
rating receipts
death receipts
maintenance receipts
total
30,000
25,000
20,000
15,000
10,000
5,000
0
Oct- Nov- Dec- Jan- Feb- Mar- Apr- May- Jun- Jul- Aug10
10
10
11
11
11 11
11
11
11
11
FYTD receipts
272,064
Monthly Completions FY11
30,000
25,000
rating completions
20,000
death completions
15,000
maintenance
completions
total
10,000
5,000
0
Oct- Nov- Dec- Jan- Feb- Mar- Apr- May- Jun10
10
10
11
11
11
11
11
11
Jul- Aug11
11
FYTD completions
235,024
Quality
Preconsolidation
Less than 50%
(authorization)
(nationally)
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FY03
FY11
74%
(authorization)
96.7%
(authorization)
95.1% (rating)
National STAR Review
Local Quality Review
Individual Performance Quality Review
Quality Team
All findings are used to develop annual refresher
training.
National Pension Call Center
(NPCC) FY10
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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
National Pension Call Center
(NPCC) FY11
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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
Veterans Service Organization
Philadelphia Outreach/Contact
SPECIAL ACCESS TO THE
PHILADELPHIA PMC
Direct Line to Special Services Queue:
215-381-3762
E-Mail Address:
VAVBAPHI/RO/[email protected]
Special Post Office Box:
P.O. Box 42910
Philadelphia, PA 19101
Special Fax Number:
215-381-3185
Thank You…