J.2(b)_FRTIB_Work_Volumes.pdf
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- TIB-2016-RFP-0002
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J.2(b)
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Work Volumes
Work Volumes (4/19/2016)
Contacts/ Month
Participant Services (Contact Center) Incoming Calls (Received by IVR includes Handled by Agent) 276,000 Incoming Calls (Handled by Agent) 195,000 Outgoing Calls 4,500 General Correspondence 3,500 Exception (Non-Standard) Correspondence 2,100 Secure E-Messaging 4,625 Fulfillment Request 2,100
Participant Services (Other) Rollovers & Transfers 2,808
Agency Services Incoming Calls (From Payroll Agencies) 1,600 E-Mail (From Payroll Agencies) 383 E-Forms 355 EDR (Employee Data Record) 3,373 YTD Contribution Requests 758 Journal Vouchers (Error Assistance) 10 Journal Vouchers (Manual Assistance) 22 Death Benefits Disbursements 959 Court Order / Legal Disbursements 1,010
Document Processing Mailed Forms 24,200 Faxed Forms 60,310
Legal Processing Retirement Benefit Court Order (RBCO) 643 Child Support Court Order (CSCO) 964 Power of Attornery (POA) 218 Spousal Exception 147 Mandatory Victims Restitution Act (MVRA) 9 IRS Tax Levy 2 Allegations of Spousal Misconduct 9 Death Benefits Applications 1,376 Death Benefits Processing 951 Designation of Beneficiary 8,396
Work Volumes ‐ Calls Only
Work Volumes (4/19/2016)
2011 2012 2013 2014 2015
Contacts/ Month
Contacts/ Month
Contacts/ Month
Contacts/ Month
Contacts/ Month
Contact Center Incoming Calls (Received by IVR includes Handled by Agent) 275,000 282,000 265,000 271,000 276,000 Incoming Calls (Handled by Agent) 196,000 209,000 193,000 195,000 195,000
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