1. Pension Management Center Pension Management Center September, 2011

2. Consolidations Maintenance – October 2001 Maintenance – October 2001 Originals – May 2008 through September 2008 Originals – May 2008 through September 2008 Survivor Benefits – November 2008 through August 2009 Survivor Benefits – November 2008 through August 2009 Dual Claims – On hold Dual Claims – On hold Temporary Diversion of Survivor Claims – June 2010 through September 2010 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. Pre- consolidation FY03FY11 Less than 50% (authorization)(nationally) 74% (authorization) 96.7% (authorization) 95.1% (rating)

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

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

11. Veterans Service Organization Philadelphia Outreach/Contact

12. Thank You…