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Pension Management Center

Pension Management Center. September, 2011. Consolidations. Maintenance – October 2001 Originals – May 2008 through September 2008 Survivor Benefits – November 2008 through August 2009 Dual Claims – On hold Temporary Diversion of Survivor Claims – June 2010 through September 2010.

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Pension Management Center

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  1. Pension Management Center September, 2011

  2. Consolidations • Maintenance – October 2001 • Originals – May 2008 through September 2008 • Survivor Benefits – November 2008 through August 2009 • Dual Claims – On hold • Temporary Diversion of Survivor Claims – June 2010 through September 2010

  3. Philadelphia PMC Structure PMC CEILING = 504 FTE PMC STAFFING = 501 FTE NPCC Ceiling = 75 FTE NPCC Staffing = 72 FTE

  4. Monthly Receipts FY10 FYTD receipts 261,513

  5. Monthly Completions FY10 FYTD completions 269,164

  6. Monthly Receipts FY11 FYTD receipts 272,064

  7. Monthly Completions FY11 FYTD completions 235,024

  8. Quality • National STAR Review • Local Quality Review • Individual Performance Quality Review • Quality Team • All findings are used to develop annual refresher training.

  9. National Pension Call Center (NPCC) FY10 • Philadelphia received 417,653 calls FY10 • Range 35,000 to 45,000 per month • Average speed of answer 5 minutes • Abandoned call rate under 10% • Average length 7 min

  10. National Pension Call Center (NPCC) FY11 • Philadelphia received 358,389 calls FY11 • Range 32,000 to 40,000 per month • Average speed of answer 7 minutes • Abandoned call rate under 18% • Average length 7 min

  11. Veterans Service Organization Philadelphia Outreach/Contact

  12. Thank You…

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