Federal Managers Association

In the News

• OPM introduces new IT pilot to improve customer experience - July 26, 2024

• By Derace Lauderdale, Federal News Network

  The Office of Personnel Management is in the midst of a pilot with a small number of agencies to improve the applicant experience for its retirement systems, part of a broader push to get the organization away from paper documents altogether.
  
  Catherine Manfre, chief transformation officer at OPM, said that their “north star has been people first. And what that has meant to us is how do we think about putting our customers first and our people first?”
  
  “The initial focus of the pilot is really on the front end of the experience, allowing future annuitants to go through a digital application process,” she said during an interview on Federal Monthly Insights — Trustworthy AI in the Workforce. “What we’re trying to understand in the pilot phase is really the applicant experience and some of the things that we can make improvements on, to make that part of the journey more seamless and easy, for both the individual annuitant but also actually for the agency itself, because there are different handoffs in that new retirement process.”

  To read the full article, click here.

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