The Bottom Line - Summer 2017 - 11

complaints from taxpayers and inefficiencies in the overall returns/refunds process. This had a negative impact on both
employee and customer satisfaction.
SOLUTION: A tiger team of 10 employees
from the various administrations within
OTR came together to develop and implement solutions to improve the end-to-end
tax return/refund process. The team proposed a wide range of recommendations
including technology enhancements,
increased external communication, staffing, reduction in process complexity and
governance.
BENEFITS: A significant reduction in taxpayer complaints resulted from the team's
improvements including reduced refund
lead times and increased communication
with the taxpayers. A streamlined endto-end process for individual income tax
returns/refunds, resulting in overall cycletime reductions of 48% and 56% for
paper and electronic returns respectively.

Office of Financial Operations and Systems
Mary Johnson - 'Thanks for the help!'
*	 OPPORTUNITY:
The
OCFO offers an array of
employee benefit plans
- including two retirement plans - the DC
Defined
Contribution
401(a) Plan, and the Civil

Service Retirement System (CSRS).
Eligibility driven by employment
date. Because less than 10% of
the employee population is covered under CSRS, communication
efforts are aimed at participants of
the 401(a) DC Defined Contribution
Plan. This leaves a void in the retirement planning process for CSRS
participants.
*	 SOLUTION: Conduct quarterly
retirement workshops for employees who participate in the Civil
Service Retirement System. The
topics covered to include: eligibility
for retirement, understanding how
your annuity is calculated, coordinating your health insurance and
Medicare, etc.
*	 BENEFITS: Increased education
and awareness of OCFO employees
on the following topics: understanding of eligibility retirement, how to
access their retirement contributions, how to complete retirement
forms, understanding the timeline for receiving benefits and how
to budget until first payment, how
Medicare will work with your federal
employee health benefits etc.

CONTINUE READING

SUMMER 2017 | 11



Table of Contents for the Digital Edition of The Bottom Line - Summer 2017

IN THIS ISSUE
The Bottom Line - Summer 2017 - 1
The Bottom Line - Summer 2017 - 2
The Bottom Line - Summer 2017 - IN THIS ISSUE
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The Bottom Line - Summer 2017 - 10
The Bottom Line - Summer 2017 - 11
The Bottom Line - Summer 2017 - 12
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The Bottom Line - Summer 2017 - 17
The Bottom Line - Summer 2017 - 18
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