Strategic Goal 3

Create a human-centered customer experience by putting the needs of OPM’s customers at the center of OPM’s workforce services, policy, and oversight, increasing OPM’s customer satisfaction index score for targeted services to 4.3 out of 5.

Strategic Objective 3.1

Enhance the Retirement Services customer experience by providing timely, accurate, and responsive service that addresses the diverse needs of OPM’s customers. By FY 2026, improve the customer satisfaction score to 4.2 out of 5.

FY 2024 Progress Update

OPM, in consultation with OMB, determined that performance toward this objective is making noteworthy progress.

• Piloted the Online Retirement Application, which allows prospective retirees from selected agencies to apply for their retirement benefits electronically rather than on paper and collected customer and stakeholder feedback to identify strengths and opportunities for the next iteration of the Online Retirement Application.
• Designed and built the architecture and initial data structure for a digital file system minimally viable product, which will integrate the paper and digital records within a retirement application package; provide OPM a unified view of retirement data across the retirement journey; and grant secure access to case information across organizations and physical locations, enabling OPM to more effectively track and manage cases and respond to customer inquiries.
• Completed a library of on-demand training videos for OPM Retirement Services staff, which include a curriculum for advanced Retirement Services courses.

Table 3.1.001

"-" represents no historical data available for this period.

Table	Performance Measures	FY 2020 Result	FY 2021 Result	FY 2022 Result	FY 2023 Result	FY 2024 Result	FY 2024 Target	FY 2024 Target Met/Not Met	FY 2023 - FY 2024 Trend
3.1.001	Average number of minutes to answer phone calls (Cumulative)	-	-	31.02	45.72	16.70	15	Not Met

FY 2024 Analysis of Results:

OPM handled 1,465,423 calls, 317,167 more calls than in FY 2023. The average number of minutes to answer calls decreased more than 63 percent from 45.72 minutes in FY 2023 to 16.70 minutes in FY 2024 – nearly two minutes above OPM’s target of 15 minutes. In FY 2024, OPM successfully hired and retained additional call center agents, which enabled the agency to reduce call wait times, answer more calls, and reduce the average number of high call volume messages experienced by callers.

Table 3.1.002

Table	Performance Measures	FY 2020 Result	FY 2021 Result	FY 2022 Result	FY 2023 Result	FY 2024 Result	FY 2024 Target	FY 2024 Target Met/Not Met	FY 2023 - FY 2024 Trend
3.1.002	Average number of days to process retirement cases	68.50	78.96	88.41	77.38	61.54	60	Not Met

FY 2024 Analysis of Results:

OPM processed 88,608 new retirement cases. The average number of days to process new retirement cases in FY 2024 decreased by nearly 16 days, compared to FY 2023. OPM fell short of the FY 2024 target by less than two days. In FY 2024, OPM hired and maintained additional staff, leveraged interagency staff support during surges, deployed tiger teams, and implemented process improvements to decrease new case processing times.

Table 3.1.003

Table	Performance Measures	FY 2020 Result	FY 2021 Result	FY 2022 Result	FY 2023 Result	FY 2024 Result	FY 2024 Target	FY 2024 Target Met/Not Met	FY 2023 - FY 2024 Trend
3.1.003	Average satisfaction score for services received from Retirement Services	4.12	3.92	3.74	3.45	3.91	4.10	Not Met

Note: In FY 2023, OPM revised its quarterly customer satisfaction survey to focus on the new annuitant population. FY 2020, FY 2021, and FY 2022 results also include input from customers who completed additional types of transactions for retirement-related services, in addition to the subset of customers measured in FY 2023 and FY 2024. FY 2020 results are only available for Q1, Q3, and Q4.

FY 2024 Analysis of Results:

OPM conducted the Retirement Services Quarterly Customer Satisfaction Survey regarding the processing of new annuitant retirement cases in December 2023, March 2024, June 2024, and September 2024. Results increased by 0.46 points, or 13 percent from FY 2023 to FY 2024, but OPM fell short of its FY 2024 target by 0.19 points. In FY 2024, OPM’s reduction in new case processing times and increased capacity to answer call center phone calls faster may have contributed to the improvement in satisfaction.

Table 3.1.030

"-" represents no historical data available for this period.

Table	Performance Measures	FY 2020 Result	FY 2021 Result	FY 2022 Result	FY 2023 Result	FY 2024 Result	FY 2024 Target	FY 2024 Target Met/Not Met	FY 2023 - FY 2024 Trend
3.1.030	Average number of calls handled per workday	-	-	-	4,669.44	5,838.31	New Measure	New Measure

"-" represents no historical data available for this period.

FY 2024 Analysis of Results:

The average number of calls handled per workday in FY 2024 ranged from 4,782 calls in July to 7,434 calls in March, and increased by 1,169 calls, compared to FY 2023. OPM did not set a target for FY 2024 as the agency added this measure to its Annual Performance Plan after the start of the fiscal year.

Table 3.1.031

"-" represents no historical data available for this period.

Table	Performance Measures	FY 2020 Result	FY 2021 Result	FY 2022 Result	FY 2023 Result	FY 2024 Result	FY 2024 Target	FY 2024 Target Met/Not Met	FY 2023 - FY 2024 Trend
3.1.031	Average number of high call volume messages per workday	-	-	-	22,962.47	7,093.03	New Measure	New Measure

FY 2024 Analysis of Results:

The average number of high call volume messages per workday in FY 2024 reached a high of 19,946 in February and a low of 232 messages in July, and decreased by more than 69 percent, compared to FY 2023. In FY 2024, OPM successfully hired and retained additional call center agents, which enabled OPM to reduce call wait times, answer more calls, and reduce the average number of high call volume messages. OPM did not set a target for FY 2024 as the agency added this measure to its Annual Performance Plan after the start of the fiscal year.

Strategic Objective 3.2

Create a personalized USAJOBS experience to help applicants find relevant opportunities. By FY 2026, improve applicant satisfaction to 4.1 out of 5 for the desktop platform and to 4.5 out of 5 for the mobile platform.

FY 2024 Progress Update

• Analyzed USAJOBS search data and user feedback and identified short- and long-term solutions to improve the search experience for job seekers.
• Implemented improvements to place all search filters on one tab and make the remote job filter more prominent to address a top pain point identified during user research.
• Redesigned the USAJOBS homepage based on job seeker feedback, making it easier to conduct job searches and view events on both mobile and desktop, resulting in positive feedback collected through social media channels and the USAJOBS satisfaction survey such as “Probably the easiest website I’ve ever used to apply for jobs. I’ve been using USAJOBS for a while, and I’m satisfied with the improvements that have been made and I hope they continue.”
• Successfully launched an upgraded USAJOBS resume builder that includes updates to help content to guide job seekers through each section, in order to build an effective resume.
• Launched the USAJOBS Career Explorer tool, which helps job seekers explore occupations in the Federal Government that align with their career interests.
• Developed six dashboards for customer agencies on job seeker engagement on their job opportunity announcements on USAJOBS, Government-wide portals, and career sites to inform their recruitment practices.
• Developed a Login.gov journey map based on user feedback that outlines pain points to inform enhancements to authentication during the USAJOBS login process.
• Launched profile enhancements to remind job seekers to update their Login.gov account when changing the phone number or email address included on their USAJOBS account, to mitigate disruptions when logging into their USAJOBS account.
• Launched public video on Identifying Opportunities for Students and Recent Graduates.

Table 3.2.001

"-" represents no historical data available for this period.

Table	Performance Measures	FY 2020 Result	FY 2021 Result	FY 2022 Result	FY 2023 Result	FY 2024 Result	FY 2024 Target	FY 2024 Target Met/Not Met	FY 2023 - FY 2024 Trend
3.2.001	Average overall satisfaction score with USAJOBS (desktop)	-	3.87	3.88	3.93	3.79	3.99	Not Met

Note: FY 2023 results are only available for Q1, Q3, and Q4. FY 2024 results do not include April 2024 results.

FY 2024 Analysis of Results:

OPM conducted the desktop survey from October 1, 2023 to September 30, 2024. Due to changes in survey administration, April 2024 results are not in included in FY 2024 results. OPM received 21,622 survey responses. Results decreased by 0.14 points from FY 2023 to FY 2024, and OPM fell short of its FY 2024 target by 0.2 points. In May 2024, OPM revised the survey item to align with revisions to OMB Circular A-11 Part 6 Section 280, which coincided with a decrease in the average number of positive responses. In FY 2025, OPM will redesign the USAJOBS search experience by updating the website’s interface and search engine to provide job seekers more relevant search results and expand voice of the customer activities to further personalize the USAJOBS experience to help job applicants find the right opportunity. Additionally, OPM will continue to monitor responses to open-ended survey items to identify trends and opportunities for additional improvements to USAJOBS.

Table 3.2.011

"-" represents no historical data available for this period.

Table	Performance Measures	FY 2020 Result	FY 2021 Result	FY 2022 Result	FY 2023 Result	FY 2024 Result	FY 2024 Target	FY 2024 Target Met/Not Met	FY 2023 - FY 2024 Trend
3.2.011	Average trust score (desktop)	-	3.75	3.74	3.79	3.74	3.80	Not Met

Note: FY 2023 results are only available for Q1, Q3, and Q4. FY 2024 results do not include April 2024 results.

FY 2024 Analysis of Results:

OPM conducted the desktop survey from October 1, 2023 to September 30, 2024. Due to changes in survey administration, April 2024 results are not in included in FY 2024 results. OPM received 21,599 survey responses Results decreased by 0.05 points from FY 2023 to FY 2024, and OPM fell short of its FY 2024 target by 0.06 points. In May 2024, OPM revised the survey item used to calculate this measure to align with revisions to OMB Circular A-11 Part 6 Section 280, which coincided with a decrease in the average number of positive responses. In FY 2025, OPM will redesign the USAJOBS search experience by updating the website’s interface and search engine to provide job seekers more relevant search results and expand voice of the customer activities to further personalize the USAJOBS experience to help job applicants find the right opportunity. Additionally, OPM will continue to monitor responses to open-ended survey items to identify trends and opportunities for additional improvements to USAJOBS.

Table 3.2.013

"-" represents no historical data available for this period.

Table	Performance Measures	FY 2020 Result	FY 2021 Result	FY 2022 Result	FY 2023 Result	FY 2024 Result	FY 2024 Target	FY 2024 Target Met/Not Met	FY 2023 - FY 2024 Trend
3.2.013	Average overall satisfaction score with USAJOBS (mobile)	-	4.21	4.23	4.16	3.96	4.27	Not Met

Note: FY 2023 results are only available for Q1, Q3, and Q4. FY 2024 results do not include April 2024 results.

FY 2024 Analysis of Results:

OPM conducted the mobile survey from October 1, 2023 to September 30, 2024. Due to changes in survey administration, April 2024 results are not in included in FY 2024 results. OPM received 33,395 survey responses. Results decreased by 0.20 points from FY 2023 to FY 2024 to 3.96, and OPM fell short of its FY 2024 target by 0.31 points. In May 2024, OPM revised the survey item used to calculate this measure to align with revisions to OMB Circular A-11 Part 6 Section 280, which coincided with a decrease in the average number of positive responses. In FY 2025, OPM will redesign the USAJOBS search experience by updating the website’s interface and search engine to provide job seekers more relevant search results and expand voice of the customer activities to further personalize the USAJOBS experience to help job applicants find the right opportunity. Additionally, OPM will continue to monitor responses to open-ended survey items to identify trends and opportunities for additional improvements to USAJOBS.

Table 3.2.014

"-" represents no historical data available for this period.

Table	Performance Measures	FY 2020 Result	FY 2021 Result	FY 2022 Result	FY 2023 Result	FY 2024 Result	FY 2024 Target	FY 2024 Target Met/Not Met	FY 2023 - FY 2024 Trend
3.2.014	Average trust score (mobile)	-	4.11	4.13	4.09	3.98	4.18	Not Met

Note: FY 2023 results are only available for Q1, Q3, and Q4. FY 2024 results do not include April 2024 results.

FY 2024 Analysis of Results:

OPM conducted the mobile survey from October 1, 2023 to March 31, 2024, and from May 1 to September 30, 2024. Due to changes in survey administration, April 2024 results are not in included in FY 2024 results. OPM received 33,225 survey responses. Results decreased by 0.11 points from FY 2023 to FY 2024, and OPM fell short of its FY 2024 target by 0.2 points. In May 2024, OPM revised the survey item used to calculate this measure to align with revisions to OMB Circular A-11 Part 6 Section 280, which coincided with a decrease in the average number of positive responses. In FY 2025, OPM will redesign the USAJOBS search experience by updating the website’s interface and search engine to provide job seekers more relevant search results and expand voice of the customer activities to further personalize the USAJOBS experience to help job applicants find the right opportunity. Additionally, OPM will continue to monitor responses to open-ended survey items to identify trends and opportunities for additional improvements to USAJOBS.

Strategic Objective 3.3

Create a seamless customer and intermediary experience across OPM’s policy, service, and oversight functions. By FY 2026, increase the average score for helpfulness of OPM human capital services in achieving human capital objectives to 4.5 out of 5.

FY 2024 Progress Update

• Developed and briefed the CHCO community on a new Merit System Principles Maturity Model developed in collaboration with a cross-agency workgroup.
• Released the FY 2023 Human Capital Review Summary Report.
• Established an internal Customer Experience Steering Committee made up of representatives from 15 OPM offices to facilitate collaboration and expand customer experience improvement efforts at the agency.
• Supported the development of an enterprise approach to customer experience at OPM by developing shared language and definitions.
• Developed a draft inventory of OPM’s customer facing services that can be prioritized for expanded customer experience measurement and monitoring.

Case Study: OPM’s 2021 Bipartisan Infrastructure Law Surge Hiring Initiative

OPM conducted a case study to document successful efforts to implement its surge hiring initiative in support of the implementation of the 2021 Bipartisan Infrastructure Law. Given the once-in-a-generation investment in America’s infrastructure and competitiveness through the Bipartisan Infrastructure Law, OPM was uniquely positioned to quickly augment and accelerate hiring Government-wide through the use of all available hiring flexibilities and by providing technical support. Through its analysis of these efforts, OPM identified several leading practices:

• Enterprise mindset: OPM created an Executive Steering Committee, a Project Management Team, and a Tiger Team representing multiple OPM organizations to enable engagement with agencies. These teams allowed agency partners to see OPM as one unified partner.
• Frequent and coordinated communication: OPM coordinated and hosted regular discussions with agencies around challenges they were facing, and shared progress data, which increased agency trust in OPM’s hiring expertise.
• Empowerment of the implementation teams. Members of the Project Management Team were empowered to take action, without regular approvals or socialization of new ideas. This allowed for quick responses to urgent project needs.

Table 3.3.001

"-" represents no historical data available for this period.

Table	Performance Measures	FY 2020 Result	FY 2021 Result	FY 2022 Result	FY 2023 Result	FY 2024 Result	FY 2024 Target	FY 2024 Target Met/Not Met	FY 2023 - FY 2024 Trend
3.3.001	Average score for helpfulness of OPM human capital services in achieving human capital objectives	-	4.31	4.42	4.38	4.36	4.46	Not Met

FY 2024 Analysis of Results:

OPM conducted the surveys between October 1, 2023 and September 30, 2024, and received 971 responses. Results decreased by 0.02 points from FY 2023 to FY 2024, and OPM fell short of its FY 2024 target by 0.1 points. In FY 2025, OPM’s planned actions to improve helpfulness include rolling out a new Merit System Principles Maturity Model, refining and expanding its “Plan Do Check” model to include additional externally-facing OPM organizations, expanding customer experience measurement and monitoring across OPM, and regularly updating a directory of subject matter experts organized by program area, which can be shared with relevant internal stakeholders and agency partners.

Strategic Objective 3.4

Transform the OPM website to a user-centric and user-friendly website. By FY 2026, achieve an average effectiveness score of 4 out of 5.

FY 2024 Progress Update

• Launched a newly designed OPM.gov 2.0 to the production environment.
• Launched One OPM, the agency’s new Intranet, providing the OPM workforce with resources, including “storefronts” with information about each office within OPM, a centralized calendar of events, and a more robust set of links that employees may need to access.
• Began developing plain language content organized around audiences instead of program offices, and drafted all content needed for the Federal employee benefits customer audience, along with initial pages for other audience types.

Table 3.4.001

"-" represents no historical data available for this period.

Table	Performance Measures	FY 2020 Result	FY 2021 Result	FY 2022 Result	FY 2023 Result	FY 2024 Result	FY 2024 Target	FY 2024 Target Met/Not Met	FY 2023 - FY 2024 Trend
3.4.001	Percent of OPM.gov users who found what they needed on the site	-	-	-	-	30.32%	Establish Baseline	Establish Baseline

FY 2024 Analysis of Results:

OPM conducted the survey between October 2, 2023, and September 30, 2024. OPM received 20,082 responses and established a baseline of 30.32 percent. In FY 2025, OPM will release a new OPM.gov site at full operational capability, which will be organized around user needs and high-level topics that drill down to the information that users need.

Table 3.4.002

"-" represents no historical data available for this period.

Table	Performance Measures	FY 2020 Result	FY 2021 Result	FY 2022 Result	FY 2023 Result	FY 2024 Result	FY 2024 Target	FY 2024 Target Met/Not Met	FY 2023 - FY 2024 Trend
3.4.002	Percent of OPM.gov users who agree that it was easy to find that was needed	-	-	-	-	28.09%	Establish Baseline	Establish Baseline

FY 2024 Analysis of Results:

OPM conducted the survey between October 2, 2023, and September 30, 2024. OPM received 19,370 responses and established a baseline of 28.09 percent. In FY 2025, OPM will release a new OPM.gov site at full operational capability built considering human-centered design principles and using plain language to make it easier to understand.

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