Pension Management CenterPension Management Center

September, 2011

ConsolidationsConsolidations

MaintenanceMaintenance – October 2001 – October 2001 OriginalsOriginals – May 2008 through September 2008 – May 2008 through September 2008 Survivor BenefitsSurvivor Benefits – November 2008 through – November 2008 through

August 2009August 2009 Dual ClaimsDual Claims – On hold – On hold Temporary Diversion of Survivor ClaimsTemporary Diversion of Survivor Claims – –

June 2010 through September 2010June 2010 through September 2010

Philadelphia PMC StructurePhiladelphia PMC Structure

PMC CEILING = 504 FTE PMC STAFFING = 501 FTE NPCC Ceiling = 75 FTE NPCC Staffing = 72 FTE

T e a m A T e a m B

T e a m C T e a m D

T e a m E T e a m F

S p ec ia l Q ue ue

T e a m G T e a m H

T e a m I

R a ting /A p p ea ls A R a ting /A p p ea ls B

T ria g e A T ria g e B

N P C C(ca ll ce n te r)

C a p tu re U n it

O ff ice o f C h ie f

Monthly Receipts FY10Monthly Receipts FY10

0

5000

10000

15000

20000

25000

30000

35000

40000

Oct-09

Nov-09

Dec-09

Jan-10

Feb-10

Mar-10

Apr-10

May-10

Jun-10

Jul-10

Aug-10

Sep-10

rating receiptsdeath receiptsmaintenance receiptstotal receipts

FYTD receipts

261,513

Monthly Completions FY10Monthly Completions FY10

0

5000

10000

15000

20000

25000

30000

Oct-09

Nov-09

Dec-09

Jan-10

Feb-10

Mar-10

Apr-10

May-10

Jun-10

Jul-10

Aug-10

Sep-10

rating completions

death completions

maintenancecompletionstotal

FYTD completions

269,164

Monthly Receipts FY11Monthly Receipts FY11

0

5,000

10,000

15,000

20,000

25,000

30,000

35,000

40,000

45,000

50,000

Oct-10

Nov-10

Dec-10

Jan-11

Feb-11

Mar-11

Apr-11

May-11

Jun-11

Jul-11

Aug-11

rating receipts

death receiptsmaintenance receipts

total

FYTD receipts

272,064

Monthly Completions FY11Monthly Completions FY11

FYTD completions

235,024

0

5,000

10,000

15,000

20,000

25,000

30,000

Oct-10

Nov-10

Dec-10

Jan-11

Feb-11

Mar-11

Apr-11

May-11

Jun-11

Jul-11

Aug-11

rating completions

death completions

maintenancecompletionstotal

QualityQuality

National STAR ReviewNational STAR Review Local Quality ReviewLocal Quality Review Individual Performance Quality ReviewIndividual Performance Quality Review Quality TeamQuality Team All findings are used to develop annual refresher training.All findings are used to develop annual refresher training.

Pre-consolidation

FY03 FY11

Less than 50% Less than 50%

(authorization)(authorization)

(nationally)(nationally)

74% 74% (authorization)(authorization)

96.7% 96.7% (authorization)(authorization)

95.1% (rating)95.1% (rating)

National Pension Call Center National Pension Call Center (NPCC) FY10(NPCC) FY10

Philadelphia received Philadelphia received 417,653 calls FY10417,653 calls FY10

Range 35,000 to 45,000 per Range 35,000 to 45,000 per monthmonth

Average speed of answer Average speed of answer 5 minutes5 minutes

Abandoned call rate under Abandoned call rate under 10%10%

Average length 7 minAverage length 7 min

National Pension Call Center National Pension Call Center (NPCC) FY11(NPCC) FY11

Philadelphia received Philadelphia received 358,389 calls FY11358,389 calls FY11

Range 32,000 to 40,000 per Range 32,000 to 40,000 per monthmonth

Average speed of answer Average speed of answer 7 minutes7 minutes

Abandoned call rate under Abandoned call rate under 18%18%

Average length 7 minAverage length 7 min

Veterans Service Organization Veterans Service Organization Philadelphia Outreach/ContactPhiladelphia Outreach/Contact

SPECIAL ACCESS TO THE SPECIAL ACCESS TO THE PHILADELPHIA PMCPHILADELPHIA PMC

Direct Line to Special Services Queue:215-381-3762

Special Post Office Box:P.O. Box 42910

Philadelphia, PA 19101

E-Mail Address:VAVBAPHI/RO/PENSIONCENTER@vba.va.gov

Special Fax Number:215-381-3185

Thank You…Thank You…