CASE STUDY: Online Pension Plan Management

CUSTOMER CHALLENGE:

The Pension Benefit Guaranty Corporation (PBGC) insures pension benefits for Americans participating in over 29,000 private-sector pension plans. Financed by the pension plans themselves, PBGC takes over distressed pension plans and pays benefits to individuals when necessary. To better support the needs of participants in these plans, PBGC determined that an online self-service portal is required.

DELIVERY:

ATSC meets the challenge by delivering the MyPBA web portal. Short for My Pension Benefit Account, MyPBA supports participant business transactions online, 24x7. It uses web services to interface with several other PBGC systems to deliver a friendly user experience as part of the Corporation’s overall Service Oriented Architecture (SOA) implementation.

MyPBA consists of a customer module and an administration module. The customer module is used by participants to:

Apply for an account
Request a benefits estimate
Apply for benefits
Enroll in Electronic Direct Deposit
Edit tax withholdings
Designate a beneficiary
Edit personal information
View/Print IRS Form 1099-R

RESULTS:

100,000+ participants have signed up for MyPBA
Supports 11,000+ monthly transactions
New system features continue to reduce Customer Call Center call volume
Section 508 compliance
Government Paperwork Elimination Act (GPEA) compliance

MyPBA is consistently listed as a Top Performer by the American Customer Satisfaction Index: E-Government Satisfaction Index. According to ForeSee Results, publisher of the index, this shows that MyPBA, “is clearly doing a superior job in meeting citizens’ needs and expectations.”

CONTACT US: casestudies@atsc.com