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CAPPS Minutes – October 18, 2006
I. Welcome Cheryl Ruf (NFC) Guidelines for Building Evacuation and Shelter-In-Place Conditions
To compile a list of other ways to distribute secure information NFC will provide a list to the CAPPS community. Penny Forbes (NFC) advised the agencies in requesting information on the Reporting Center rather than CD’s and other hard copies.
The CPU Usage Report is currently on the Reporting Center that provides information on the EPP usage and if it does not satisfy the agency’s need then the agency will need to send a System Change Request (SCR) to NFC GESDREQUEST@nfc.usda.gov to modify the existing or add a new report. Johanna Heller (NFC) reminded the agencies to take a good look at these reports and consider changes to the method on the Reporting Center on how the employees who sign up on EPP and in addition to the employees who requested the paperless option.
Q: What kind of usage report you are requesting?
A: Jody Nyers (NFC) - A bulletin is being published regarding the types of usage reports on the Reporting Center.
Q: Are the 113 Reports available on the Reporting Center?
A: Johanna Heller (NFC) - Testing was completed on 10/15/06 and implementation will start on 11/6/06. Randy Speed’s group entered the period for testing and there are currently no negative responses. Gary Gaspard (NFC) stated that if any agencies have issues with the validation to submit information to Randy Speed (NFC) or Johanna Heller (NFC).
III. Benefits Update (Jody Nyers)
1. FEHB 3-to-10 characters, which is Project #:50269. OPM has decided to cancel the FEHB Carrier Code Expansion Project. Management changed earlier decisions and decided that they will get by with the current 3 character codes for the foreseeable future. What does that mean "Foreseeable future"? Not sure from an OPM standpoint but NFC has set up a 3-position element for the current FEHB code and a separate 10-position element for the expanded code. We're going to go ahead and add the 10 positions to the DB and we'll have them for future use.
4. FSA - Open season runs concurrent with FEHB - remember FSA is NOT automatic, employees MUST take action to continue or start up a Flexible Spending Account. Effective PP 01 - 01/07/2007. Also, OPM issued Bulletin 06-801 on 9/14/2006 and this serves as a reminder to you to remind your employees that they need to ensure which plan they want to enroll in. FSA's have both health and dependent care benefits; however, every year some employees select the health care option when they mean to elect the dependent care and vice versa. IRS guidance allows certain pre-tax elections to be corrected if there is clear and convincing evidence of an error. FYI, there were 800 of these in 2005 and almost 600 in the first half of 2006. Employees need to be aware of what option/plan they are electing and if they discover an error, they need to contact SHPS, the administrator of FSA's to get the error corrected. It is imperative this be done before the end of the year to avoid incorrect W-2 statements.
5. FEDVIP - all day meeting yesterday at OPM - open season runs concurrent with FEHB & FSA; however, the effective date will be 12/31/2006 but the first payroll deduction will not occur until PAYE runs for PP 01. The BENEFEDS Portal manages FEDVIP and employees will work directly with the Portal to enroll. There is a lot of information available at: www.opm.gov/insure/dentalvision - e.g., self-only, self and family AND self +1 and the self +1 can be a different person for vision vs. dental. The Portal will manage all of this. A toll free number has been set up for employee questions...that number is 1-866-639-3917 and will be available from 8am to 8pm today thru November 10th. It shuts down before open season upon which time the Portal will have its toll free number available, which is 1-877-888-3337 (FEDS) and the website www.BENEFEDS.com will be up and running on Monday, November 6th. NFC's role is that we will receive a bill file each pay period and deduct what the Portal sends us. And as a followup to last month's questions: YES we are in the process of writing a bulletin and I'm not 100% sure what the USER-ID will be reflected in IRIS but I'm thinking it will be FEDVIP. Also the information will be reflected on IRIS 115, the FEHB screen, you'll just press ENTER until you receive the information on dental and/or vision. NFC will not challenge the amount the portal sends to NFC to deduct.
6. Retirement Systems Modernization - RSM is back on the fast-track in converting from paper to electronic means when processing retirement cases. OPM has a new Chief of this project and they are expecting it to get rolled out within 15 months. It will be done via payroll offices, starting with GSA, then the Post Office, and eventually NFC...could be years. The website is being developed but is not yet ready. More on this down the road.
We are still progressing to implement a complete rollout of STAR 5.0 for the processing of PP23. Currently, NFC Timekeepers are processing their T & A's via the STAR 5.0 software. Additional application and system tuning will continue over the next few pay periods. Additional information on the rollout will be sent to agency reps next week.
Q: Do you know if we will have the option to use STAR Web 4.25 instead of STAR Web 5.0?
A: Randy Gonzales (NFC) - No, everyone that will use the STAR Web 5.0 can have access to the employee option and not use the STAR Web 5.0 employee entry option.
Q: Will all agencies go to STAR Web 5.0 in Pay Period 22?
A: Randy Gonzales (NFC) There would only be one agency (DOJ) selected for testing the STAR Web 5.0 in Pay Period 22 in order to make sure that there are no response issues. Also, only one server would be used for the testing and do not want to cause an overload on that server. It was a technical issue with STAR Web 5.0 when all agencies went on the system and by testing STAR Web 5.0 in Pay Period 22 would avoid it.
A: Randy Gonzales (NFC) - Yes, if it is on schedule. The cutover will take place on 11/6/06 and the STAR Web application will be down for 2 days. A customer notification will be sent out to the agencies on information regarding the cutover and down time for the STAR Web 5.0 application.
Q: Pay Period 22 ends 11/11/06 and the T & As will be processed on 11/10/06 and 11/14/06. Will the application be taken down for all agencies on 11/06/06?
A: Randy Gonzales (NFC) - Yes, everybody will be taken down even if they are not part of the testing.
Q: Will the rollout be in Pay Period 24?
A: Randy Gonzales (NFC) - Yes, on 12/6/06 and 12/7/06.
Q: There was concern regarding problems that may occur during the cutover and downtown of the STAR Web application involving use or lose leave being cancelled.
A: Gary Gaspard (NFC) - That is why we are doing the pilot first in case the application may have issues during testing. If the testing would cause any issues, there would be no rollout in Pay Period 24.
Q: What happens if you have any issues with DOJ?
A: Randy Gonzales (NFC) - DOJ will not use STAR Web 5.0 and will have to go back to using STAR Web 4.25. STAR Web 5.0 and 4.25 applications will be running at the same time.
Caroline Heard (DOJ) stated it was not a good time for implementation of STAR Web 5.0.
Q: Can data be entered both in STAR Web 5.0 and 4.25?
A: Randy Gonzales (NFC) - No, STAR Web 5.0 and 4.25 are two different databases.
Q: Would there be problems with leave accrual during the implantation of STAR Web 5.0?
A: Gary Gaspard (NFC) - STAR Web 5.0 has a Hot Line (Command Center) to report any issues with STAR Web 5.0. The telephone number is 504-255-5230. A customer notification will be resent to the agencies regarding information for the Hot Line. This item will be included the Open Action Item.
Many agencies at the CAPPS Meeting voiced their opinions that it was a bad idea to rollout STAR Web 5.0 at the end of the year.
V. e-OPF Request (Randy Gonzales)
Randy Gonzales (NFC) stated that the agencies have been submitting their requests one POI at a time. This is causing multiple charges to the agency. It is best to try to have all POI’s (entire agency) on board at the same time. This will save the agencies money. Information on signing on to the e-OPF would be between the agency and OPM. NFC requests are charged to all agencies at once as oppose to an individual agency.
Rhea Joiner (NFC) stated there will be testing on W-2’s and agencies will receive social security numbers from various agencies. On 11/3/06 all agencies will receive blue lipids and a template as a guideline for W-2 format. The template will include a fax number and telephone number for inquiries relating to W-2’s. The telephone line will be turned on during testing. The official testing date is 11/06/06 through 11/17/06. The telephone line will be available until the last day of testing which is 11/17/06.
Adrienne Jack (NFC) provided the W-2 processing deadline: 12/11/06 – final date for the payroll tax section to take social security numbers to be place on hold.
Parking – reminded agencies (DOJ) that parking deadlines will be updated in Pay Period 24. Also, in Pay Period 24 adjustments for traveling/training are due in order to avoid manual processing of updates.
1/19/06 is the deadline to receive all information from agencies needed to release W-2’s from suspense . Also, chauffeur driver vehicle information is due. This testing is to close out all open W-2’s.
Johanna Heller (NFC) added that the agencies would need to be sure to honor all the deadlines for closing out the W-2’s. If not, it will result in an employee receiving a corrected W-2.
Q: How this will affect the several employees that are paid manually?
A: Rhea Joiner (NFC) - That information will be updated to the W-2.
VII. Call Center (Louise Richard)
Louise Richard (NFC) address the CAPPS members by asking them what are their suggestions for the Call Center:
A: A bulletin located on the NFC Home Page lists the types of questions addressed and by each area and provides telephone numbers for the various types of call center related issues. For example, when it is payroll/personnel type issue then the call should be directed to the Call Center not OCC or Security.
Q: Is there a particular event when the Call Center is shut completely down?
A: No, only one event to date. Otherwise, the Call Center never shuts down, not even for breaks and lunches.
Q: Caroline Heard (AOC) - There were situations when someone calls the Call Center and was transferred around to different areas.
A:Employees in the Call Center are being trained right away. Call Center Hours of Operation is from 8:00 a.m. – 4:00 p.m. (CST). There are no shut downs, breaks or lunch. However, about two weeks there was all employees meeting and a customer notification was sent out to the agencies to inform that it was mandated that everyone in the Call Center had to attend this meeting and therefore the Call Center was closed down.
Louise Richard (NFC) stated that NFC was hit tremendously hard with the RIF situation and Hurricane Katrina. These situations caused a shortage in employees and lack of training.
Q: When calling for urgent matters, why is there a long wait time to get an agent on the line?
A: We are currently making changes to accommodate the customers by addressing the problems as soon as possible.
As an HR specialist she is sometimes stuck between a rock and a hard place in trying to resolve an urgent issue and wondering how long it would take for her to resolve it when trying to get assistance from the Call Center.
Q:There was a concern that the employees in the Call Center need to be more professionals when being contacted by an agency and be more considerate in returning telephone calls and messages.
Louise Richard (NFC) then stated that she could not provide a date when these concerns will be met due to the RIF situations. Each employee that arrives to the Call Center will need to be trained. If there is a need for immediate action, call Louise Richard at 504-426-2438.
Q: Karen Queen (DOJ) - What is the expected timeframe for assistance when submitting request to the PPO mailbox because she usually does not contact the Call Center.
A: It depends on the situation whereas an experienced agent will know what is needed to quickly resolved an issue. However, sometimes it may involve an agent that would need assistance from another area and that request is forwarded to another area for further assistance. When a request is submitted to another area for a system problem or to a developer for action, it will take probably take longer for that programmer to resolve the issue and status being sent back to the Call Center. Louise added that usually after 5 days if no response from the developer, a request is sent for a status update and an email to the customer with a current update, and after the second 5 days if no response, then the request is sent again to the developer for status. Going to the PPO Mailbox instead of the Call Center will not get the inquiries resolved any quicker.
A: You should receive a response in 5 business days.
Q: Sue McMenamin (FMCS) - Can the Call Center telephone line be changed to 2 telephone lines instead of having a rollover line? One telephone line going directly to a personnel specialist and one going to a payroll specialist?
A: When an agency calls the Call Center they have to indicate where they want to be directed. For example, if it the personnel/payroll area, then select the required option.
Q: However, the telephone line still rolls back even when you select the required area/option.
A: When the telephone line rolls over, it means that all the lines are tied up. If a call is rolled over to a payroll agent concerning a personnel issue, the payroll agent should take down the information and contact a personnel specialist and have them call the customer.
Louise Richard (NFC) stated that the Call Center is working on a one-phase, one-voice line. However, that are no effective dates schedule as of yet. This new voice line will be created so that the customers can go in one area to get their problems resolved.
Q: Gwendolyn Holmes (HUD) stated the telephone lines are always busy. She suggested that a voice mail be added on the telephone requesting the customer to leave their name, telephone number and nature of the call, so that calls can be returned.
Q: There were concerns that the agencies employees may understand the Hurricane Katrina and RIF issues that the Call Center had to endure.
A: However, it is high time for the Call Center to get up and running and it is not the customers’ fault. That is no reason not to provide good customer support.
Theresa Trentacoste (NFC) stated that a bulletin or a flyer will be created regarding the Call Center issues by way of processing a customer notification to clarify the operation of the Call Center, respectively areas within the Call Center. (Action Item)
Louise Richard (NFC) stated that agencies will need to submit information to update their addresses and T & A contact points on Table 3. A bulletin will be mailed to the timekeeper. However, all others will be sent electronically or will be updated on the website for the personnel offices.
Theresa Trentacoste (NFC) then informed the agencies to send requests to be added to the email list to Anita Gradwohl (NFC), anita.gradwohl@nfc.usda.gov. Also, submit a current T & A mailing list because NFC gets a lot of the returned mail from contact points that are no longer valid.
VIII. US CERT Reported Events (Gary Gaspard)
Gary Gaspard (NFC) stated that over the past two months there were US events with incidents of employees’ EPP accounts being compromised. In one incident DOJ along with US CERT (US Computer Emergency Response Team) from the Carnegie Mellon University, which monitor the rings that attempt to hack the computers and network with other offices to monitor hacking events. The ERT (Emergency Response Team) reported the incident to US Headquarters with information regarding a BOT ring that is downloaded into a personally owned computer capturing keystrokes. He further stated that there was 3 incidents reported to CIO Headquarters that the EPP password was captured. This resulted in NFC shutting down the affected employee’s EPP account and changing the password, then notifying the employee’s department head and agency HR specialist to set a conference call to discuss the incident with the affected employee. Gary stated that NFC had to modify the employee’s password, perform an audit on the EPP account, requested that the employee modify the password, and review the ESS to determine if the account had been compromised. So for it appears that no employee’s EPP account had been tampered or modified.
He stated that each agency has the responsibility once notified, to send out a reminder/memos that a reminder is sent out regarding information relating to US CERTS by memos that employees should update and apply some type of SPYWARE virus protection on their personal computers. Employees should check their EPP account and contact their servicing personnel for assistance. Gary provided a website for information and articles about what steps to take if your personal information has been compromised, www.ftc.gov (FTS – Federal Trade Commission). He further stated that there have been at least 12 to 15 employees who were affected.
IX. Special Characters in IRIS (Randy Gonzales and Donna Speed)
Randy Gonzales (NFC) announced that the name field will be a free format field. He stated the alpha and numeric characters in IRIS can be included in the employee’s name (field name). This has been verified with OPM and there will be no restrictions. The format will allow input of any alphanumeric value, but will not include edits.
Q: Mike Mire (DHS) stated to check with FNS to see if they are using this format for payroll purposes.
A: Randy Gonzales (NFC) - We will check with them.
Johanna Heller (NFC) stated there may be problems with remembering the special characters used.
Penny Forbes (NFC) stated that they would not get an edit back. We will look into providing a verification edit.
Randy Gonzales (NFC) stated that change in the database is not ready yet. Customers will be notified once the change has been completed.He also added that by entering special characters in the name field will cause an error.
X. Holiday Processing (Johanna Heller)
Johanna Heller (NFC) reminded the agencies in advance about Christmas Day falling on the Monday of a T & A processing week. However, employees will be at work on Tuesday, 12/26/06 and asked agencies to contact NFC if there are issues with submitting their T & A’s. She reminded the agencies to submit a letter to NFC Payroll (advising how they want employees paid) should they not be able to get the T & A’s to NFC. She stated for agencies to contact their customer support representative and confirm what is on file.
XI. Letters for Emergency T & A Processing (Johanna Heller)
XII. 2006 Customer Forum (Theresa Trentacoste)
Theresa Trentacoste (NFC) announced to the members that the 2006 Customer Forum has been cancelled and has been rescheduled for Spring 2007. This was due in part to the working capital funds discretionary spending balance. However, the plan is to move forward gathering information to be included in the annual report. An email will be sent out to request information/items to be included in Customer Forum 2007 and hope to have it sent out by end of early December 2006 (Action Item). Theresa further stated that a package will be prepared and sent to the appropriate customer representative and the CAPPS community. She added that SAV-A-DAY card was sent out to the customers requesting feedback but the response was significantly low. These requests will be addressed at the forum.
EPIC User Workgroup Update (Kathy Orpin)
XIII. Lagniappe
A:Gary Gaspard (NFC) - No, it should not impact with the taxes and to state that first official pay date in Year 2007 is Thursday, 1/3/07.
Q:Mike Mire (DHS) asked about the conversion of certain L LEO’s is still schedule for Pay Period 22.
A: Randy Gonzales (NFC) - Yes – However, there is still some issues with the Tables. Table 16 – L Leo will be partially finalized. Treasury is interested.
A conference call can be set up for interested groups.Johanna Heller (NFC) then stated that she can schedule a conference call but not until next week.
Q: Ginny Towe (Treasury) asked to be included in the conference call.
A: Johanna Heller (NFC) stated to submit a request to her at johanna.heller@usda.gov for those who are interested. She further stated to let her know if you need someone from Randy Gonzales (NFC) and Donna Speed’s (NFC) areas.
Q: (DHS) There will be a set of database changes schedule next year What are the dates on the updated list?
A: Randy Gonzales (NFC) - We will send out a revised list in Pay Period 10 of Year 2007 for implementation and each agency will be able to test the program. The database change will include additional separate fields.
Q: Ginny Towe (Treasury) - Will a separate notice be sent out indicating when only the TSP Catch-Up Contributions have been changed? Currently, the notice states only that TSP contributions were changed but does not specify regular TSP from Catch-Up TSP.
Randy Gonzales (NFC) then stated he will look into it.
Attendees:
