Pearl is happy to have started a new partnership with Accenture Federal Services on a new government contract assisting participants of the Thrift Savings Plan (TSP) on behalf of the Federal Retirement Thrift Investment Board (FRTIB) in July of this year.
The TSP is a retirement savings and investment plan for federal employees and members of the uniformed services, including the Ready Reserve. It was established by Congress in the Federal Employees’ Retirement System Act of 1986 and offers the same types of savings and tax benefits that many private corporations offer their employees under 401(k) plans. The TSP savings and retirement plan is responsible for managing over $644 billion in assets for 6.1 million federal employees and members of the uniformed services.
FRTIB administers this retirement savings and investment plan for civil service employees, retirees, and the uniformed services. The mission of this plan is to help its more than 6 million participants and beneficiaries retire with dignity. As FRTIB seeks to grow its member base to more than 9 million members, it aims to enhance participant experience and address key issues, including: an inflexible legacy architecture, cybersecurity threats, blended retirement support, and increased audit activity.
Pearl has been able to assist the program by hiring 34 Participant Service Representatives (PSR), a supervisor team of three, and an Operations Manager to handle calls related to the program. The project has been fast moving as we joined after an unexpected jump in demand that caused call wait times to be extremely high.
Our PSRs learned the new materials and started taking calls after an abbreviated training and nesting period due to this demand. While there have certainly been some potholes along the road, our team is now deeply involved in seeing the program run smoothly and helping to assist participants in a timely manner.
Since starting on the project, Pearl alone has handled close to 16,000 calls! We consistently have the best attendance out of any partner and are showing great strides in improving our QA scores week over week. We look forward to continued growth on the project moving into next year and additional lines of business such as tier 2 training and more for our best employees.
