Attachment_5_-_List_of_Current_PBGC_Program_Areas_and_System_Descriptions.pdf

Attachment 5: List of Current PBGC Program Areas and System Descriptions

Program Area:

1) Program

Area/Business

Process That Is

Supported a

2) Systems that

Support the

System Descriptions:

Interface Information

Benefit Management

Applications (BMA)

Provide participant benefit management capabilities to PBGC users.

Supported by:

Spectrum eReports

Spectrum:

Custom, web-based multi-tier application used by the Benefit Administration and

Payment Department (BAPD) to expedite and manage participant benefit information and payments.

eReports:

A series of web-based reports designed to provide authorized users with current and accurate participant-related data.

Spectrum:

Interfaces with CMS to obtain plan information.

Interfaces with eALG to provide outgoing participant correspondence information.

Interfaces with CRM to obtain results of participant responses to determine status of participant.

Interfaces with MyPBA to obtain electronic submissions of changes to participant information.

Interfaces with PBGC commercial paying agent using industrial data standard format and standard interface

Area/Business

Process That Is

Supported a

2) Systems that

Support the

Customer Care

Applications (CCA)

Provide self-service capabilities to participants and customer relationship management functionality to customer care specialists.

My Pension Benefit

Account (MyPBA)

Customer Relations

Management (CRM) eTalk

MyPBA:

PBGC’s online self-service center that allows participants to conduct the following transactions online: change contact information (i.e. address, telephone, email address, etc.), apply for or edit Electronic Direct Deposit, apply for benefits, designate a beneficiary, request a Benefit Estimate, request or edit

Federal Tax Withholding and view/print

1099-R Tax Forms. It is a scalable, customized, customer oriented, self-service, web-based, integrated and modular n-tiered application built on a

.Net framework that is available 24 hours a day, seven days a week.

CRM:

Enables PBGC users to track customer contact via phone call, email, incoming and outgoing correspondence, and web transactions.

CRM is a COTS/Custom solution using

Oracle eBusiness Suite.

etalk:

The COTS product “etalk” records participant calls via the toll free 1-800 number into the Customer Contact Center

(CCC), through to the Field Benefit

Administration (FBA) and Post Valuation

Administration (PVA) offices for call monitoring & quality assurance purposes.

MyPBA:

Interfaces with CMS to obtain plan information.

Interfaces with IPS to provide electronic information received from participants.

Interfaces with CRM to provide electronic response information for automated creation of a Service Request.

Interfaces with Spectrum to provide submission of changes in participant information submitted electronically by the participant.

CRM:

Interfaces with CMS to obtain plan information.

Interfaces with MyPBA and IPS by receiving electronic correspondences from the participants for automated creation of a Service Request.

Interfaces with eALG to provide outgoing participant correspondence information.

Interfaces with Spectrum to provide submission of changes in participant information submitted electronically by the participants.

Area/Business

Process That Is

Supported a

2) Systems that

Support the

Case Management System

(CMS)

Provides pension plan monitoring, case assessment and management capabilities.

CMS:

Used to monitor, assess and manage cases for single and multi employer pension plans. The case management solution is a

Custom/COTS with custom Java using

IBM FileNet for business process management.

CMS:

Interfaces with and provides plan information to Spectrum, CRM, eALG, MyPBA, IPS and other internal and external BA applications to provide plan information.

Area/Business

Process That Is

Supported a

2) Systems that

Support the

Document Management

Systems (DMS)

Provide communication management capabilities such as correspondence generation, tracking and imaging.

Image Processing

System (IPS) electronic Automatic

Letter Generation

(eALG)

IPS:

Suite of applications that enable PBGC users to scan, index, and commit plan and participant documents to the IPS repository and to retrieve them as necessary to support various business processes.

The current document management solution uses a COTS for image capture.

eALG

PBGC's primary system for generating participant correspondences. It integrates with IPS for automated imaging of correspondence. The eALG system is a customized, multi-tiered web based application built on a .Net framework.

IPS:

Interfaces with CMS to obtain plan information.

Interfaces with eALG and MyPBA by receiving electronic correspondence information.

Interfaces with CRM to provide electronic images of correspondences.

eALG:

Interfaces with CMS to obtain plan information.

Interfaces with Spectrum to process outgoing participant correspondences.

Interfaces with IPS to provide electronic correspondences processed by those systems.

Additional:

UPT: User Provisioning Tool (UPT) is the current user role level access system used by CRM, IPS, Spectrum, and other PBGC systems.