Citizen-centric online self-services
RAILROAD RETIREMENT BOARD (RRB): An easier way for railroad employees and retirees to manage their accounts and apply for benefits
Challenge: For over 675,000 railroad retirees, annuitants, and active employees, changing personal information such as address or direct deposit or applying for sickness benefits is a time-consuming process. To make a request, users face long wait call times, inconvenient office visits, or mail delays, with no way to check the status of their request online. RRB aims to move major services for railroad retirees from phone and paper to the internet, reducing staff and customer time spent accessing finances and benefits.
Approach: With TMF support, RRB is working to:
- Engage a focus group of current and former railroad employees to understand their needs and create an intuitive user interface
- Digitize the sickness benefits application process
- Enable users to get sickness application status updates online
- RRB will redirect a projected 12,400 hours annually of frontline customer representatives’ time towards handling more complex beneficiary requests, faster.
- Investment start: 12/2022
- Project status: Active
- Transfer status: 100%
- Repayment status: 29%
- Schedule delay: Yes
- Cost overruns: No
- ARP funding: Yes
- Commercial product: Yes
- Total TMF investment amount: $8,695,389
- TMF spend to date (obligated): $4,191,799