1.10: Retail Service

Improve the quality and efficiency of service to retail customers.

Other Information:

IMPROVE THE QUALITY AND EFFICIENCY OF SERVICE TO RETAIL CUSTOMERS. Public Debt and the Federal Reserve together serve owners of paper savings bonds and marketable securities held in Legacy Treasury Direct. At one point, there were 38 locations providing various services to our retail customers. Since 2005, following a series of consolidations to gain efficiencies, these same customers are served primarily by Public Debt and two Federal Reserve sites. Public Debt currently provides most services to TreasuryDirect account holders. With fewer servicing sites, we are now solidly positioned to create a new customer service environment that will support all retail customers and will increase quality, consistency, and efficiency across the remaining three sites. This ambitious initiative, named Treasury Retail E-Services (TRES), promises a seamless experience for our customers while lowering costs by creating more opportunities for customer self-service and eliminating duplicative processes. No matter where our customers live, what securities they hold, the complexity of their transactions, or which site receives their requests, they will receive the same high-quality service. TRES will offer a wide range of customer communication channels—everything from traditional means (phone, fax, mail, and e-mail) to newer means such as web chat and instant messaging. As technology and our business evolve, we'll continue to embrace cost-effective, cutting-edge communication channels. TRES will encourage self-service to the greatest extent possible, allowing customers online access to their own information, much as TreasuryDirect does. For example, customers might check the status of a request, review e-mail history, and extract retired bond images. TRES will share common databases and systems, including a call center platform, among the three service sites so that we can provide more effective service. We'll establish a set of tools and a standard suite of services to handle both savings bond and marketable securities transactions. TRES will increase efficiency by making prior transaction history available to customer service representatives, reducing the need for follow-up calls. By supporting our full range of products in an integrated system and optimizing communication, we'll be able to respond to customers more quickly and thoroughly. We'll implement TRES in phases to take advantage of new service capabilities as quickly as possible.

Stakeholder(s):

• Retail Customers


• Retail Securities Services Program

Indicator(s):

Indicator:1

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