Attachment_1_-_Performance_and_Quality_Requirements_Matrix_(PQRM)_Summary.pdf

Attachment 1: Performance and Quality Requirements Matrix (PQRM) Summary

Required Services Performance Standards AQL Monitoring Method

Activity 1: Participant Services

Strategic Goal: Pay pension benefits on time and accurately Strategic Objective: Ensure regular monthly benefit payments continue without interruption.

Performance Goal: Approve completed benefit applications within 45 days.

1.1 Payment Authorizations:

New retirement applications are processed timely so that participants receive their benefit payments.

87% of eligible applications are processed within 45 days of receipt by PBGC’s document management center.

90% of eligible retirees receive their payments within 60 days of receipt by PBGC’s document management center.

No deviation

Cognos

Cognos

1.2 Payment Authorizations:

Monthly benefits are authorized accurately and properly reflected in PRISM/Spectrum.

Rework: Rejected or purged transactions processed.

Trial Balance Errors are processed timely

98% of benefit authorizations sampled are processed accurately.

Rejected and/or purged transactions do not exceed 6%.

99% of trial balance variances are resolved within the established timeframe.

Monthly PBGC/BAPD will pull a sample of transactions authorized for the month and review for quality based on established checklist.

Transactions reported through Authorization Worklist Application

(AWA).

99% of trial balance variances are resolved within the established timeframe.

1.3 Benefit Determination Letter Processing:

Benefit Determination letters issued to participants are accurate.

Rework- Percentage of Revised or corrected Benefit Determination Letters.

1.3

95% of sampled benefit determinations letters issued are accepted as accurate

5% of Benefit Determinations are issued as corrected or reissued.

98% of issuable benefit determination letters are issued

No deviation.

No less than quarterly, PBGC/BAPD will pull a sample of benefit determination letters processed to review for quality based on an established checklist.

e-ALG letters processed.

Based on workplan information captured in Primavera (P6).

Benefit Determination Letter Processing:

Benefit Determination letters issued to participants are issued timely.

The timeframe indicated does not include the time to issue Benefit Determination letters associated with Qualified Domestic Relation Orders (QRDO).

within the stated number of days, once valuation has been completed.

Small Plans (1-1000 participants) = 45 calendar days or less.

Medium Plans (1001-5000 participants) = 75 calendar days or less

Large Plans (5001-50,000 participants)=90 days or less

Jumbo Plans (50,000 and greater participants)= 120 days or less.

1.4 Final Benefit Adjustments:

Process final benefit adjustments (change payment from estimate to final status) – using Data Load Module within Spectrum.

Implement recoupment/recoveries/special checks and update PRISM/SPECTRUM

99% eligible of benefits are moved from estimated pay to final pay within 90 days of the appeal expiration date.

No deviations.

No less than quarterly, PBGC/BAPD will review the underlying data for the measure and report out the exceptions that fall outside of the stated timeframe.

Activity 2: Case processing support services

Strategic Goal: Pay Pension Benefits on time and accurately Strategic Objective: Provide accurate and timely benefit calculations Performance Goal: Improve the timeliness, accuracy, and completeness of benefit determinations.

2.1 Plan Closing: Plans are closed timely and with only acceptable errors.

Note: Complex plans are determined based on actuarial complexity model index.

2.2 Plan Closing: Plans are closed with only acceptable errors.

90% of the plans are closed within the established timeframes.

Small Plans (1-1000 participants) = 45 calendar days or less.

Medium Plans (1001-5000 participants)= 75 calendar days or less.

Large Plans – 5 months or less.

Jumbo or complex plans- 9 months or less.

95% of plans submitted for closing are accepted upon initial review.

Based on workplan information captured in Primavera (P6).

The PVA contractor will review 100% of the plans submitted for closure. Any rejected plans will be evaluated by the independent inspection by federal staff for concurrence.

Activity 3: Customer Service

Strategic Goal: Pay pension benefits on time and accurately

Strategic Objective: Provide exceptional service to its participants and stakeholders.

Performance Goal: Maintain exemplary ACSI customer satisfaction ratings.

3.1 Provide high quality customer service.

Customer Care Program:

o Soft Skills= Score 85%.

o Technical Skills= Score

90%.

Independent contractor report provided monthly on results of scoring recorded telephone calls.

Independent evaluation conducted by PBGC/BAPD based on a sample of telephones scored for technical content.

Activity 4: Other Projects

Strategic Goal: Pay Pension Benefits on time and accurately Strategic Objective: Provide accurate and timely benefit calculations Performance Goal: Improve the timeliness, accuracy, and completeness of benefit determinations.

4.1 Fieldtrips (Data Collection )

Database Building Support:

Manual data entry in support of data base building activities:

Trip report provided within 7 days of completion of trip. Trip report should clearly include identify what plan and participant records were collected and what records were not collected and the reason why.

Database and applicable report are submitted in accordance

Review of submitted trip reports.

Based on workplan information captured in Primavera (P6).

Databases are built in accordance with written instructions. The database building will require the following:

Reconciling the valuation database with the corporate database (Spectrum)

Validating data against standard and custom checks

Documenting results in a report using the required template with the established timeframe

Submitted databases and reports are not returned more than 2 times to correct significant deficiencies.

Review comments provided by the auditor or PBGC representative.