Attachment_A_-_Historical_Workload_Tracked_Changes.pdf
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- Attached to
- Field Office Support Services Federal contract opportunity
- Solicitation number
- 16PBGC19R0002
- Issued by
- Pension Benefit Guaranty Corporation
About this file
This document contains historical workload data for incumbent contractors providing field office support services to the Pension Benefit Guaranty Corporation. It outlines services provided such as benefit administration, document management, records management, customer contact center support, and enhanced participant location. The data tables provide annual volumes and performance metrics for incoming calls, applications processed, correspondence issued, document intake and scanning, call quality scores, and recovery/payment transaction activities from fiscal years 2015 through 2018. Incumbent contractors are identified along with contract numbers, award dates, contract types, staffing levels, and place of performance for services including defined benefit administration, field benefit administration at multiple locations, post valuation administration, and customer contact center support. The document appears to be market research to develop a forthcoming solicitation for these continued field office support services with an anticipated award date in March 2019.
Attachment A - Tracked Changes
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ATTACHMENT A
Historical Data
1 | P a g e
Incumbent Contract Information
Table 1
Contractor Name
Description of Services
Contract Number
Contract Type
Contract Award/
Expiration Date
Under of staff on board
Contract Ceiling Amount
Current Place of Performance
Zimmerman & Associates
Document & Records
Management Services
DO-15-
FP 7/1/2015
to
6/30/2020
33 $16,351,611 Alexandria, VA
Zimmerman & Associates
Defined Benefit Services
PBGC01
CT-14-
LH 4/16/2014
to
4/17/2019
44 $17,561,039 PBGC HQ-
Washington, DC
Randstad North America
Field Benefit Administration
PBGC01
CT-14-
T&M 9/29/2014 to
9/28/2019
88 $22,450,407 Doral, FL
IMRG Field Benefit Administration
PBGC01
CT-15-
T&M 2/7/2015 to
2/6/2020
65 $26,631,752 Coraopolis, PA
IMRG Post Valuation Administration
PBGC01
CT-15-
T&M 1/28/2015 to
1/27/2020
82 $33,599,710 Euclid, OH
IMRG Field Benefit Administration
PBGC01
CT-15-
T&M 1/14/2015 to
1/15/2020
60 $24,511,395 Wilmington, DE
Cyquest Business Solutions
Field Benefit Administration
PBGC01
CT-14-
T&M 9/12/2018 $32,073,985 Sarasota, FL
CIT Inc.
(Creative Information Technology)
Customer Contact Center
16PBGC
18F0004
LH 11/18/2017
to
11/19/2022
$25,135,294 Alexandria, VA
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Customer Service, Retirement Application and Payment Information This corresponds to Section 5.1.1 in the PWS.
Table 2 Data as of September 10, 2018
Wilmington, DE
Coraopolis, PA
Miami, FL
Euclid, OH
# of Plans 194 286 230 4,211 Total # of Participants
150,330 204,381 341,987 703,011
# of Retirees in pay status
87,831 126,416 207,938 477,049
# of Deferred Vested Participants (not in pay status)
62,499 77,965 134,039 225,962
Note: The Retirees identified have already gone through the application process. The participant counts provided reflect active participants (deferred and in pay status… no deceased participants)
Table 3
Activity FY16 FY17 Incoming Phone Calls (Tier 2) 159,638 164,061 Outgoing Calls 20,135 18,241 Incoming Emails 3,255 4,360 Benefit Calculations Provided 56,770 67,970 Correspondence Issued 295,801 309,001 # of Applications Processed 34,958 36,373 # of Deferred Vested Participants (not in Pay Status) 626,330 615,469 # of transactions processed (customer & payments) 296,543 152,299 Overpayment reclamations (e-CARF) 27,249 26,954 Power of Attorney Requests Received 5,844 6,037 Qualified Domestic Relations Orders Processed 1,060 1,280
Document Management Work Volumes This corresponds to Section 5.1.3, 5.2.1 and 5.2.2 in the PWS.
Table 4 Activity FY17
Incoming Participant Mail (# of pages) 363,260 Document Preparation & Scanning (# of pages) 4,904,500 Document Enhancements (Legible) 694,191 Advanced Functions Requests (Re-indexing) 3,887
Plan Intake Information Plan Intake – PBGC trustees (takes in) approximately 80 plans per year with 25,000 customers, half of whom are generally retirees (in pay) and the other half are eligible in the future. PBGC is currently trustee of approximately 4,600 plans and 1.4 million participants (customers.) Approximately 850,000
3 | P a g e customers are currently receiving retirement payments and the remaining 600,000 will become eligible at some point in the future. This corresponds to Section 5.1.2 in the PWS.
Table 5 Activity FY2017
Number of Plans Trusteed 82 Number of Participants in Newly Trusteed Plans 23,392 # of New Retirees in Trusteed Plan Intake 14,000 Number of Participants in Missing Participant Plans 1,863
Tier 2 Call Quality (Soft/Technical Skill Scores) Table 6
Benefit Payment Support Work This corresponds to Section 5.1.4 of the PWS
Table 7
Activity FY18 Recovery Cases 3,400 Reconciliation Actions 650 Other Manual Transactions 26,600 Checks Processed 7,800
0BLocation 1BFY2015 2BFY2016 3BFY2017
Soft Technical
Doral (Miami), FL 80 92 88 93 86 94
Wilmington, DE 86 96 88 96 90 95
Euclid, OH 87 96 88 97 89 97
Coraopolis, PA 83 92 88 93 88 94
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Supplemental Call Data This corresponds to Section 5.1 and Section 5.5 of the PWS
Table 8 – Report of Average Talk Time (ATT)
Table 9 - Section 5.1.1.1 of thew PWS - Average Handle time (AHT) for Tier 2 calls - See the column referenced as ‘Avg. Handle %’.
Table 11- Section 5.1.1 of the PWS - Average Handle Time (AHT) for Spanish calls and the annual volumes for Spanish Tier 2 calls.
Note: Spanish call transferred to Tier 2 are generally being addressed by a third party translation company. Approximately 1,887 Spanish calls were transferred to the field office.
5 | P a g e
Table 12: Secion 5.5.2 What is the average handle time (AHT) for Tier 1 calls? - See the column referenced as ‘Avg. Handle %’.
Table 13: Sect 5.5.3 What are the annual volumes for Spanish Tier 1 calls? - See the column referenced for ‘Total’.
Table 14- Customer Contact Center – email stats for Dec 2017- Sept 2018
Month Emails Processed Emails Junk Total Processed December 1848 498 2346 January 2179 388 2567 February 1976 399 2375 March 2151 368 2519 April 2021 407 2428 May 1863 363 2226 June 1302 181 1483 July 1235 179 1414 August 1529 165 1694 September 1131 127 1258
| FY2017 |
| FY2016 |
| FY2015 |
| Location |
| Incumbent Contract Information |
| Customer Service, Retirement Application and Payment Information |
| Document Management Work Volumes |
| Plan Intake Information |
| Tier 2 Call Quality (Soft/Technical Skill Scores) |
| Benefit Payment Support Work |
| Supplemental Call Data |
File details come from the government source that posted it. Updated .