{"id":27220,"date":"2023-11-21T10:00:00","date_gmt":"2023-11-21T10:00:00","guid":{"rendered":"https:\/\/one.sightlinemg.com\/federaltimes\/uncategorized\/2023\/11\/21\/error-ridden-applications-delay-payment-for-federal-retirees\/"},"modified":"2026-08-08T05:15:33","modified_gmt":"2026-08-08T05:15:33","slug":"error-ridden-applications-delay-payment-for-federal-retirees","status":"publish","type":"post","link":"https:\/\/one.sightlinemg.com\/federaltimes\/management\/pay-benefits\/2023\/11\/21\/error-ridden-applications-delay-payment-for-federal-retirees\/","title":{"rendered":"Error-ridden applications delay payment for federal retirees"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Federal employees\u2019 retirement applications take almost twice as long to process when they contain errors, leading to further delays in <a href=\"https:\/\/www.federaltimes.com\/fedlife\/2022\/09\/09\/why-its-taking-so-long-for-your-federal-retirement-to-process\/\" target=\"_blank\">processing and dispensing annuities<\/a>, according to a watchdog report published Monday.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The <a href=\"https:\/\/www.oversight.gov\/sites\/default\/files\/oig-reports\/OPM\/2023-OEI-001.pdf\" target=\"_blank\">Office of Personnel Management\u2019s inspector general<\/a> found that \u201chealthy\u201d application packages took on average 53 days to process, and \u201cunhealthy\u201d ones containing errors took more than 108 days, according to a random sample of applications the inspector general studied.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">That discrepancy needs be reflected in the data OPM reports monthly to accurately monitor whether retirement processing is improving, the IG report said.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cThe lack of transparency for healthy versus unhealthy \u2018incomplete\u2019 application packages limits the quality of information being provided to external parties as the main cause for why Retirement Services has not met its goal for processing retirement application packages within 60 days,\u201d according to the report.<\/p>\n\n\n<aside class=\"smg-interstitial-link smg-interstitial-link--fallback wp-block-smg-interstitial-link\"><a href=\"https:\/\/www.google.com\/search?q=opm+retiremnt+chatbot+fedral+tims&#038;sca_esv=584083287&#038;rlz=1C5CHFA_enUS919US919&#038;sxsrf=AM9HkKnaJUI51dG9hm7KCgvmsU9x1FVzLw%3A1700512861210&#038;ei=XcRbZc2nDP6g5NoPptmssAw&#038;ved=0ahUKEwiNypyIuNOCAxV-EFkFHaYsC8YQ4dUDCBA&#038;uact=5&#038;oq=opm+retiremnt+chatbot+fedral+tims&#038;gs_lp=Egxnd3Mtd2l6LXNlcnAiIW9wbSByZXRpcmVtbnQgY2hhdGJvdCBmZWRyYWwgdGltczIHECEYoAEYCkiXDFClAlj0CnABeACQAQCYAdgBoAGoDaoBBjEuMTAuMbgBA8gBAPgBAcICChAAGEcY1gQYsAPCAgcQIRirAhgK4gMEGAAgQYgGAZAGCA&#038;sclient=gws-wiz-serp\" class=\"smg-interstitial-link__fallback-link\">OPM.gov introduces chatbot that answers retirement questions<\/a><\/aside>\n\n\n<p class=\"wp-block-paragraph\">OPM has been on the hook for some years now to <a href=\"https:\/\/www.federaltimes.com\/fedlife\/2022\/09\/09\/why-its-taking-so-long-for-your-federal-retirement-to-process\/\" target=\"_blank\">address backlogs of retirement claims <\/a>that federal employees have said contribute to significant delays in receiving their benefits. The agency has <a href=\"https:\/\/www.federaltimes.com\/fedlife\/retirement\/2023\/02\/24\/opms-retirement-backlog-worsens-to-start-2023s-peak-intake-season\/\" target=\"_blank\">yet to meet its goal<\/a> of processing most applications in two months, though year-to-date, its pace has improved steadily.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cIt has been reported that average retirement processing times have been far above the agency\u2019s stated goal of 60 days\u2014 instead often exceeding 90 days,\u201d wrote Illinois Sen. Dick Durbin in <a href=\"https:\/\/www.durbin.senate.gov\/imo\/media\/doc\/Letter%20to%20OPM%20regarding%20delays%20with%20processing%20retirement%20benefits%20FINAL.pdf\" target=\"_blank\">a joint letter <\/a>to the agency in April.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">OPM said that retirees may have to wait longer than usual if their retirement forms are missing information or are reporting it incorrectly. However, there are also inaccurate error reports that respondents said OPM does not help correct.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cThe benefits officers and payroll providers expressed frustration that they are spending a lot of time verifying and researching errors included in the <a href=\"https:\/\/www.opm.gov\/about-us\/budget-performance\/strategic-plans\/agency-audit-monthly-update.pdf\" target=\"_blank\">monthly Agency Audit Report,\u201d<\/a> it read. \u201cThe report is being posted online with government-wide comparisons and distributed to senior officials with inaccuracies.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">They also said that trying to contact OPM with questions or feedback about false errors is often met with silence.<\/p>\n\n\n\t<aside class=\"smg-interstitial-link wp-block-smg-interstitial-link\">\n\t\t<a href=\"https:\/\/one.sightlinemg.com\/federaltimes\/home\/2023\/10\/09\/happy-federal-retirement-one-last-form-to-complete-before-you-go\/\" class=\"smg-interstitial-link__inner\">\n\t\t\t\t\t\t\t<div class=\"smg-interstitial-link__media\">\n\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"171\" src=\"https:\/\/one.sightlinemg.com\/wp-content\/uploads\/2026\/08\/GettyImages-1400776505.jpg.jpg?w=300\" class=\"smg-interstitial-link__image wp-post-image\" alt=\"\" \/>\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"smg-interstitial-link__content\">\n\t\t\t\t<span class=\"smg-interstitial-link__kicker\">Related<\/span>\n\t\t\t\t<h3 class=\"smg-interstitial-link__title\">Happy federal retirement! One last form to complete before you go.<\/h3>\n\t\t\t\t\t\t\t\t\t<p class=\"smg-interstitial-link__excerpt\">We\u2019d like to know your thoughts on public service, especially during a time of political division and questions being raised about the role of government.<\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/a>\n\t<\/aside>\n\t\n\n\n<p class=\"wp-block-paragraph\">OPM and its watchdog agreed that part of the issue is inefficient technology. A digital system to track applications, identify bottlenecks and automatically kick back incomplete or error-ridden packages could help alleviate the manual workload on OPM\u2019s retirement services staff. However, none such exists, though officials said in the report they\u2019re working on identifying funding for fiscal 2024 and beyond for that purpose.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Melvin Brown, II, the agency\u2019s deputy chief information officer, told Federal Times in a Sept. 27 interview that modernizing the retirement program is at the top of his IT wishlist for the year ahead.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cI\u2019d like to see us deliver on the online retirement application and do our best to move our retirement system to more modern business delivery,\u201d he said.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Already, the agency has experimented with a chatbot and a self-service tool to<a href=\"https:\/\/www.federaltimes.com\/govcon\/2023\/03\/13\/biden-proposes-500-million-to-upgrade-customer-service-at-us-agencies\/\" target=\"_blank\"> improve customer service <\/a>and reduce the number of duplicate inquiries sent, or phoned, to OPM.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A pilot of the Online Retirement Application is currently underway with a small number of agencies. Another product OPM is looking into is a case-management system to track applications in real time.<\/p>\n\n\n\n<h1 class=\"wp-block-heading\">Modernization as a people problem<\/h1>\n\n\n\n<p class=\"wp-block-paragraph\">Brown II said the success of this modernization initiative and others also hinges on employing and training a workforce to implement and sustain them.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cWe\u2019ve got to make equal investments in people the same way we do in tech,\u201d he said. \u201cI think we\u2019ve been so focused on buying a bunch of tech and celebrating the purchase of tech, but we were not getting the adoption that we were hoping for because we haven\u2019t made equal investments in people.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The report suggested that retirement services needs to determine exactly how much additional staff it needs.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">OPM previously told Federal Times that it has established <a href=\"https:\/\/www.federaltimes.com\/management\/pay-benefits\/2023\/07\/06\/opms-backlog-of-pending-federal-retirement-cases-hits-record-low\/\" target=\"_blank\">\u201ctiger teams\u201d of employees<\/a> to tackle pending retirement cases. On top of that, when vacancies do happen, OPM works to quickly train new hires.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In the report, respondents wanted specific guidance on cases dealing with marriage certificates, court cases and group life insurance.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>OPM has been on the hook for some years now to address backlogs of retirement claims.<\/p>\n","protected":false},"author":7,"featured_media":74275,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_meta-robots-noindex":"","_yoast_wpseo_meta-robots-nofollow":"","_yoast_wpseo_canonical":"","_acf":"","_yoast_wpseo_primary_category":69,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","_smg_distribution_targets":[]},"categories":[11,31,15,33,69,59],"tags":[],"coauthors":[3269],"class_list":["post-27220","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-fedlife","category-home","category-management","category-newsletters","category-pay-benefits","category-retirement"],"acf":{"subheadline":"","legacy_arc_id":"CM4IUCFSAJHMVMMD7PBKK2IPGA","arc_canonical_url":"\/management\/pay-benefits\/2023\/11\/21\/error-ridden-applications-delay-payment-for-federal-retirees\/","remove_feature_photo":false,"is_sponsored":false,"subtype":"","redirect_url":"","disable_inline_ads":false,"native_logo_pretext":"Presented By:"},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.0 (Yoast SEO v28.1) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Error-ridden applications delay payment for federal retirees - Federal Times<\/title>\n<meta name=\"description\" content=\"OPM has been on the hook for some years now to address backlogs of retirement claims.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Error-ridden applications delay payment for federal retirees\" \/>\n<meta property=\"og:description\" content=\"OPM has been on the hook for some years now to address backlogs of retirement claims.\" \/>\n<meta property=\"og:url\" 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