Case Study

	Helping OPM Improve Beneficiary Service The Customer Challenge The U.S. Office of Personnel Management is responsible for managing the health plans of nearly two million retired U.S. Federal employees via the Federal Employees Health Benefits (FEHB) program. During Annuitant Open Season, which runs from December through January, plan participants can alter their health plans or request benefits information - a process that places a sizable burden on OPM resources. To provide timely, effective guidance and retain customer satisfaction, OPM needed a multi-platform solution that would establish a range of scalable, multi-platform beneficiary services. The Vangent Solution For more than 20 years, Vangent has successfully administered the FEHB Annuitant Open Season on OPM's behalf. Vangent's outsourcing services comprise a multi-tiered solution that includes the following components: Design and distribution of more than four million Open Season informational documents, including plan comparison charts, personalized beneficiary correspondence, and booklets Customer contact center design and management Development of secure, navigable enrollment management Web portal Benefits Vangent's solution provided: Enhanced operational efficiency and cost-effectiveness: customer service representatives have an average answer speed of eight seconds and an average answer rate of 98% Increased customer satisfaction: many users rate Open Season Online as "easy to navigate" and nearly all callers define customer service representatives as"courteous" Award-winning performance: the Open Season Online service received several industry accolades, including the E-Gov Trailblazer Award (2000 and 2002) and the E-Gov Pioneer Award (2001) Capabilities Leveraged in the Solution Eligibility, Enrollment & Retention