CAPPS Minutes – March 21, 2007

I. Welcome and Updates Eileen Youngblood (NFC)

Eileen Youngblood (NFC) announced to the CAPPS attendees the procedures for an “Evacuation” in the event of an emergency and/or a “Shelter-In-Place” crisis situation. She also provided an update on the open action item “NFC Orientation Agenda” which stated Customer Support would provide the NFC Orientation Agenda to the customers. This is to assist with the survey provided to the CAPPS Community. This survey was sent out to the customers on 3/19/07 requesting responses by the end of the month.

Eileen announced that open action item regarding SSN’s on NFC output would be addressed in the agenda topic number VII.

Eileen announced that Mose Lindsay, Branch Chief, Payroll/Processing Branch, would be retiring at the end of August 2007. He will conduct his last training seminar this summer in San Diego, CA. Training information can be accessed via the NFC website.

II. California State Disbursement Unit (SDU) Conversion Notification
(Joe Henley, Jr.)

Joe Henley announced that as of Pay Period 04, NFC is in compliance with the SDU 1996 State of California Child Support payments be converted from paper check to Electronic Funds Transfer (EFT). Exceptions are: the State of South Carolina, special counties of Texas, and Indian Reservations.

III. Benefits Update – Jody Nyers (NFC)

Jody Nyers provided an update from the TSP Quarterly she attended last week (March 14, 2007).

Numbers: At the end of February there was $210 billion in TSP funds; however, a lot of movement during the 1st week of March (over $1 billion was moved in a 3 day time period most likely due to stock market changes) and most of the monies were put into the G Fund.

Legislation: There has been some discussion about the possibility of employee's contributing funds from bonuses into TSP; however, TSP has concerns since usually bonuses don't come until the end of the year and this could affect an employee's matching funds as well as most employees don't even become aware of a bonus until after the funds are received. TSP will be providing updates to NFC on this issue.

Participation: 3.7 million enrollees as follows:
1) FERS employees
2) Separated employees (resignations and retirements)
3) USERRA
4) CSRS

Call Center: 3 million calls received to the Audio Voice Response (AVR) System with 2 million requesting to speak to a representative and 1 million being handled totally thru the AVR system. Calls were sorted as follows: 1/3 on Loan Info; 1/3 on Withdrawals; and, 1/3 on All Other Topics

Password Changes: By the end of April, TSP will have converted the 4-digit PIN to an 8-digit Password. Current enrollees will be prompted the next time they access their account to change their PIN (after the process has been updated). New enrollees will receive this information after they have completed Entrance On Duty (EOD). Also, TSP is adding a profile whereby employees can personalize their accounts.

Website: TSP will be adding a SEARCH engine soon; electronic delivery of announcements (similar to OPM's LISTSERV functionality); agencies can pull reports off the web which saves time and money and is more secure.

Survey: TSP conducted a survey last Fall; you can find it at www.FRTIB.gov. A couple of highlights include:
1) 3,400 responses received out of 19,408 surveys mailed out (equates to 20%)
2) 16% of participants NEVER check their account information
3) 18% indicated that the agency process is not easy to use for enrolling/changing
4) 66% are in favor of automatic enrollment of new employees - lots of discussion on this esp with concerns of employees who don't "OPT OUT" because they don't realize they're auto-enrolled and their eligibility for a refund if they choose not to participate. No decision yet on if/when the auto-enroll will occur.

Nonpay status: Many concerns when an employee is in nonpay status and has a loan w/TSP. It is the employee's responsibility to contact the Board and ensure that the loan payment is sent in (via personal check, money order, etc) and to get their loan payments restarted upon their return to duty. Many employees don't know this or understand it and their loan goes into default, which makes it a taxable distribution.

IV. STAR Web 5.0 Update – Randy Speed (NFC)

Randy Speed (NFC) provided an update on STAR 5.0 application as it related to the z/OS Upgrade Testing. There were 3 issues:

(1) T & A Contact Points: There was an issue in processing the T &A’s for more than 50 employees. It will be corrected in the next pay period, 06.

(2) Access Into the System: When NFC upgraded the z/OS System during the 3/17-18/2007 weekend, it caused a one-time server error, and new thresholds needed to be added. This will be done by pay period 06.

(3) Employee names with a suffix of Jr., Sr., III, etc., have an issue with the STAR 5.0 application adding extra spaces. Timekeepers will need to remove the extra spaces before transmitting the T & A’s.

V. User Work Group Meetings – Eileen Youngblood (NFC)

Eileen Youngblood (NFC) announced schedules for the Work Group as follows:

EPIC, Thursday, 3/22/07, 10:00 a.m. – 11:30 a.m. EDT
FESI, Wednesday, 3/21/07, 1:30 p.m. – 3:00 p.m. EDT
T & A, Tuesday, 4/10/07, 1:30 p.m. – 3:00 p.m. EDT

VI. Report User Work Group – Eileen Youngblood (NFC)

Eileen Youngblood (NFC) announced an upcoming user workgroup established to look at reports in general, especially those in the Reporting Center. This workgroup will focus on gathering reports and recommending a list of reports to be added to the Reporting Center. There was a request for volunteers to chair this new group.

Q: Tom Neumeister (Smithsonian) – Are there notes from the meetings of each workgroup available?

A: Eileen Youngblood (NFC) – discussed that a chairperson from each workgroup could provide an update at each CAPPS meetings. Customer Support will look into updating the minutes in the CAPPS Website. Note: The minutes are now available at the CAPPS Website.

VII. SSN’s On NFC Output – Eileen Youngblood (NFC)

Eileen Youngblood (NFC) reported a customer notification was sent out to customers on 3/19/07 with an attachment that included a listing of reports. The agency should provide a justification for those reports retaining SSNs either in whole or masked. This response should be received no later than 3/30/07.

The Social Security Administration’s (SSA) point of view cautions that just masking alone puts our security at risk. Eileen stated that NFC is looking into options for implementing a total mask of SSN’s, partial mask on SSN’s, or completely removing the SSN’s from the reports altogether.

Randy Gonzales (NFC) – The guidelines are to remove the SSN’s from the reports completely. Randy stated this is at the discretion of OPM. If no response is received, the SSN’s will be removed from the reports.

Q: Is retaining the SSN’s not an option?

A: Randy Gonzales (NFC) – No. The guidance received was to remove all the SSN’s. To mask or leave SSN’s on the reports, you will need justification which will require OPM’s approval.

Jody Nyers (NFC) commented that the agencies will need to let NFC know as soon as possible on the decision of masking the SSN’s on the reports.

Randy Gonzales (NFC) – stated that it will be an “all or nothing” action for all agencies.

Q: Are we also talking about specific FOCUS Reports?

A: Randy Gonzales (NFC) – No. Only system-generated reports such as CULPRPT Reports. We do not have any control over FOCUS type reports.

Q: Tom Neumeister (Smithsonian) – Are they looking into replacing SSN’s with employee identification numbers?

A: Randy Gonzales (NFC) – OPM is looking into replacing the SSN’s with employee identification numbers.

Randy further stated that once this process has been implemented, the SSN’s will be replaced with the combination of numbers and alphabetic characters.

Q: Jim Hoebel (DHS) – Will there be masking of SSN’s on the EPP?

A: Randy Gonzales (NFC) – The new process includes securing
your password and assigning screen names to replace SSNs.
This should be implemented by the end of the year.

VIII. Earnings and Leave Statement Sensitive Data – Randy Gonzales (NFC)

Randy Gonzales (NFC) announced a customer notification will be sent out to the entire CAPPS Community requesting if banking information should be removed from the Leave and Earnings Statements.

Q: Willie Smith (IBWC) – Will that information be available from EPP?

A: Randy Gonzales (NFC) – Yes. The account information can be
viewed on Employee Personal Page (EPP) same as the SSN is viewed on the electronic Leave and Earnings statements.

Randy also added that the turn around time for letters requesting a password from EPP is 7 to 10 business days.

He stated that the agencies should encourage their employees to go onto the Preference Page on the EPP to enter a valid email address. Once the employee answered a challenged question, the password will be sent to their email address. If no email address is set up, the password letter will be automatically mailed. When the alternate screen name has been implemented, this process will continue to be the same.

IX. Call Center Update – Candace Letort (NFC) and Louise Richard (NFC)

Candace Letort (NFC) provided an update and additional information on the Call Center issues. Candace stated the representatives in the Call Center would strive to “go the distance” and provide superb service to our customers.

Candace stated all calls that come into the 504-255-4630 line would be tracked and recorded in the DOTS system. A history will be provided for every call received.

Candace is looking into improving the Call Center’s environment by developing a plan to include training of payroll and personnel subject matter experts as well as training in customer service. She expressed that Louise Richard (NFC) and Clara Roques (NFC) are especially committed to providing excellent service to the customers.

Candace announced that Clara Rogues would provide a written procedure to the agents in the Call Center, along with a checklist that includes “quick tips” for the agents to assist in answering the inquiries received on the 4630 line.

Mose Lindsay’s staff will provide refresher-training courses to provide representatives with additional help, and experienced personnel are stationed in the Call Center assisting representatives.

On 3/16/07, a customer notification was sent identifying what type of inquiries that should be directed to the 4630 line and explaining the type of work being performed by the Call Center. A bulletin will be fourth coming.

We are currently implementing a more streamlined process for tracking inquiry calls that will include hiring a Telecommunications Specialist. This position is being classified and the position description is being provided to HR next week.

The call center should provide the agency with a status every 5 to 7 business days.

Candace, Mose Lindsay and Louise Richard will be attending the May 2007 CAPPS Meeting in Washington, DC. They are currently working on a presentation and will provide a demonstration on future enhancements of the Call Center. These demonstrations will provide procedures on written inquires, telephone assistance, and quality control.

Q: Mike Mire (DHS) – When you call into the Call Center and select Option 3 for assistance with payroll document for EmpowHR customers only, does that take you to the EmpowHR Help Desk? Can the Empower Help Desk help you with questions that go beyond EmpowHR? For example, PINE and other related payroll and personnel inquiries. What if the attempts in EmpowHR fail and the user processes the action in EPIC successfully?

A: Louise Richard (NFC) – When an inquiry is received on the 4630 line and Option 3 for EmpowHR users is selected, the Empower Help Desk will provide information on how to navigate through processing HCUP packages. If additional assistance is needed, an IR is sent to the developers. (Same as with payroll/personnel system or software issues.)

Q: Mike Mire (DHS) – when we run into a problem in EPIC, can we call the Empower line?

A: Louise Richard (NFC) – We do not encourage EmpowHR customers to use EPIC for this may cause processing issues down the line.

Q: Mike Mire (DHS) - If we enter something directly into DOTSE, Empower Users will automatically go to the Empower Help Desk?

A: Louise Richard (NFC) – Yes.

Candace Letort (NFC) – The expertise is on the EmpowHR side. If we need to confer with other departments, we will do so internally and relay the answer to our customer. Let the call center make that determination. I encourage the EmpowHR user to start with the EmpowHR line first. Other inquiries should be directed to the 4630 line.

X. Lagniappe – Eileen Youngblood (NFC)

Randy Gonzales (NFC) announced that OPM has revised the ICP, TSP, and FEHB document file. We are still in the process of making changes to meet OPM requirements. As soon as OPM verifies the feed was good, we will update the agencies.

Q: Grindl LeGrand-Brewer (DOC) – has anyone seen the new OPM regulations for comp time. Compensation time is not separated out.

A: Randy Gonzales noted that he has not seen anything on it and NFC has no plans for any system changes.

NFC North personnel, Jody Nyers and Jo Bonner, were familiar with the document and would forward it to Randy Gonzales. Grindl LeGrand-Brewer also provided a copy to Eileen Youngblood for NFC’s use.

Q: When will the Personal Benefit Statements be updated
on the EPP?

A: Randy Gonzales (NFC) – They are currently being mailed to the employees. Once they are mailed, they will be updated on the EPP. NOTE: The Personnel Benefit Statements have been posted on EPP.

Q: Lucy McCabe (FDIC) – Will an option to update/change Federal Employees Health Benefits (FEHB) for a life changing event be added to ESS to match what we now do on Employee Express?

A: Randy Gonzales (NFC) – I will research it. ACTION ITEM

Jody Nyers (NFC) – Employees were not allowed to make this change before, but we will look into it. EPP does not have the same options as Employee Express.

Q: Jim Hoebel (DHS) – On the EPP/Employee Self Service (ESS) applications, will there be a proposal to add employees’ personal information such as date of birth, retirement code, etc.?

A: Randy Gonzales (NFC) – EPP is not designed to have that type
of personal information available. Plus, this may cause more security issues.

Q: Jim Hoebel (DHS) – How do we request a report added to the Reporting Center that benefits all agencies and who pays the cost? One report that should be added is the eOPF report.

A: Randy Gonzales (NFC) – There is no true eOPF report. Regarding the costs to adding a report to the Reporting Center, that will be determined based on who submits the request and if it benefits the entire community. This will be an issue for the user workgroup.

Q: Any update on the implementation of the database change?

A: Randy Gonzales (NFC) – The date has been moved back due to new regulations being submitted by OPM In August, OPM will be at NFC for the new retirement project. No new date has been provided.

The analysis for OPM Update 46 will be completed by April 15th and the requirements will be began at that time. Additional updates will follow.

Q: Jim Hoebel (DHS) - TSA/Coast Guard – Separation letters are being sent to the employee and the agency. Can the agency stop receiving those letters?

A: Randy Gonzales (NFC) – I’m not familiar with those letters.

Eileen Youngblood (NFC) – send a copy of the letter to Gaynel Seibert (NFC). She will provide that letter and cover sheet to Randy Gonzales.

Q: Grindl Legrand-Brewer (DOC) - Employees have not changed their addresses for their Earnings and Leave Statements in 10 to 15 years, and they are not being received.

A: Eileen Youngblood (NFC) – We need a better understanding of how that is being handled. Action Item

Q: Mike Mire (DHS) – Coast Guard is having a problem with employees’ who have career tenure and are newly accepted on a one-year probationary period. The system is changing the tenure when that one year probationary period has elapsed but not generating an action.

Ginny Towe (TR)- it is happening for other appointments as well.

A: The agency will need to submit a Software Problem Request (SPR) to NFC to have the issue addressed by calling the Call Center.

A: Jody Nyers (NFC) – We will look at the requirements and see
what can be done to resolve this issue. She asked Ginny Towe
(Treasury) and Mike Mire (DHS) to send examples.

Q: Ginny Towe (Treasury) – Has the OPM 46 been updated?

A: Randy Gonzales (NFC) – No. We are still working on the requirements.

Attendees:

Gwendolyn Holmes (CSOSA)
Shavon Butler (CSOSA)
Grindl LeGrand-Brewer (DOC)
James Hoebel (DHS)
Karen Queen (DOJ)
Winston Farmer (DOJ)
Lashonda Terrell (DOL)
Deborah Berry (FCA)
Sabrina Reynolds (FCC)
Lucy McCabe (FDIC)
Sue McMenamin (FMCS)
Christine Reinhardt (AOC)
Shanyta Ingram (FMCS)
Sandra Moore (GPO)
Janet Washington (GPO)
Rosa Dortch (HUD)
Linda Gandara (ARC)
Maria Wennersten (AOC)
Rachel Zinkhan (CP)
Jennifer McCarthy (CP)
Jennifer Joyner (CFTC)
Paula Burton (CBO)
Juwan Samuel (FERC)
C. Chase (USAID)
Lakeesha Lee (LOC)
Runako BaLondemu (LOC)
Caroline Heard (OSC)
Anne Freeman (OSC)
Adrianna Benedeth (SBA)
Tom Neumeister (SI)
Jeanne Hillock (SI)
Lenora Casey (TR)
Kathy Orpin (TR)

NFC North:

Jo Bonner
Mark Liegey
Wendy Moore
George Harris
Jody Nyers

NFC Staff
CMB Personnel