The U.S. Railroad Retirement Board’s (RRB) Customer Service Plan promotes the principles and objectives of customer-driven quality service agency-wide. The RRB’s plan lays out the standards and expresses the time frames in terms of when the agency is required to make its decision to pay or deny an application for benefits. The plan states specifically the level of service that customers can expect, and an important part of the plan is a pledge to keep beneficiaries informed of how well the RRB is meeting the plan’s standards. The plan is reviewed and updated periodically as the agency compares its service with the best in business and considers feedback from its customers.
The release provides questions and answers about the RRB’s performance in the key areas of retirement applications, survivor applications, disability applications and payments, and railroad unemployment and sickness benefit applications and claims during fiscal year 2012 (October 1, 2011 – September 30, 2012). Included are the customer service performance goals the RRB set for fiscal year 2012. These goals are revised annually based on such factors as projected workloads and available resources. Also included is information on the RRB’s overall performance, as measured by the timeliness index developed by the agency.
Click here to read the full release from the RRB.