PBGC OBA
Spotlight On
We’re modernizing PBGC’s IT software applications to improve customer service and customer experience.
Improving Customer Service and Experience
GovCIO develops IT applications, operations and maintenance programming to assist the the Pension Benefit Guaranty Corporation’s (PBGC) Business Innovation Services Division (BISD) and the Office of Benefits Administration (OBA) in safeguarding the retirement benefits of over 31 million workers and retirees.
Overview
GovCIO implemented complex IT modernization enhancements to increase cloud usage, reduce maintenance costs, and improve system flexibility and scalability. These efforts helped OBA address issues with their costly and unsecure legacy on-premises CRM systems. By concentrating on three key areas within OBA—Actuarial Technology Support Services (ATSS), Participant Management Technology Services (PMTS), and Enterprise Business Technology Services (EBTS)—GovCIO achieved its objectives to streamline processes, enhance end-user and customer engagement, foster collaboration between IT and business, and mitigate the risk of technology obsolescence.
Driving Modernization
Spotlight on Our Program Managers
IT Modernization Solutions
To support business and IT objectives, GovCIO used Agile and DevSecOps to implement an Azure cloud-based Microsoft Dynamics Customer Service/CRM system. This state-of-the-art solution enables PBGC to increase automation and seamlessly integrate customer-facing applications with backend systems.
GovCIO enhances and supports PBGC’s CRM capabilities through the Microsoft Dynamics Customer Service module, integrated with a Cisco and inGenius call management system. This solution, known as QuEST/MyPBA, tracks and manages interactions with callers and resolves benefits requests. QuEST serves as the primary repository for customer information and interfaces with MyPBA, the portal where plan participants can access and update their information, request benefits, and view payment details.
Results
Our modernization efforts enabled us to complete the Benefits Calculations and Valuations (BCV) system upgrade on time and within budget. We enhanced participant management and benefits payment applications, including online benefit calculations. Our approach aligned with the customer’s strategy, shared best practices, maximized resource sharing and mitigated risks to deliver effective solutions.
