I-B: Information
Provide relevant, timely, and accurate information which is easy to understand Other Information:
We responded to 98.5% of all written inquiries within 15 days of receipt, in fiscal year 2005. In addition to making payments,
we provide a variety of information to our customers. We provide general information through our web-site, publications, and
our toll-free automated Help Line. We also provide information to individuals through annual statements of wages and compensation,
annuity estimates, notices of annuity and benefit awards and changes, annual income tax statements, and answers to questions
regarding benefits. It is important that we provide this information in a timely manner and in ways that are accessible and
responsive to the individual’s needs. The information must also be meaningful to the customer and easy to understand. The
timeliness of our information is measured by how well we succeed in achieving the levels of service designated in our Customer
Service Plan and by acceptable workload balances. Customer feedback will help us determine if the information we are providing
satisfies the customer’s needs and expectations. To accomplish this, we will: Listen to our customers to determine their expectations
and whether those expectations are being met. We will continue to review feedback we get from customer comment cards available
in our field offices. We will continue to use customer feedback to identify gaps in our performance. When appropriate, we
will provide our employees with training opportunities to improve their communication skills. As funding allows, we will conduct
customer satisfaction surveys which will give us feedback on this and other goals. We plan to continue use of the American
Customer Satisfaction Index (ACSI) to evaluate customer confidence; the Index has been used successfully by the agency in
the past. We will continue to conduct a variety of special studies/periodic measures, such as post-service follow-ups, when
problem areas are identified and as resources are available. Adjust our Customer Service Plan or our processes, based on customer
feedback. Using the feedback generated from our customer contacts, we will look for opportunities to improve our notices and
publications. We will also review the Customer Service Plan, in part, based on feedback received and make revisions as appropriate
to respond to our customers' requirements. Monitor key informational workloads. We will continue to monitor our performance
on key workloads, such as providing tax statements. We will aim to maintain workload levels at the end of the fiscal year
that are at or below the normal working balance. Focus on interactive electronic solutions that provide immediate responses
and intermediate status updates. We will continue to pursue interactive Internet and telephone solutions that provide verification
and monitoring capabilities of requested information and claims. We will also pursue options to provide the capability for
claimants to be transferred directly to a claims representative from an electronic application, when appropriate. Fully develop
a Customer Contact Log. A fully developed Customer Contact Log will enable agency staff to record information about a customer
call or inquiry and maintain it on a database. This information will then be accessible for retrieval and updating the next
time that customer contacts us, no matter who takes the call. This will enable our front-line employees to ensure that the
customer is being given accurate, consistent information, and will provide for continuity in providing service to our customers.
A prototype for this system was developed in 2001 to assist the agency with implementation of the Railroad Retirement and
Survivors’ Improvement Act.
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