Skip to main content
RRB Field Offices will offer in-person appointments - Read More...

Search

myRRB
U.S. Railroad Retirement Board U.S. Railroad Retirement Board

 

  • Our Agency
    • Agency Overview
    • Office of the Chairman
      • Chairman
      • Chairman Staff Directory
    • Office of the Labor Member
      • Labor Member of the Board
      • Labor Member Staff Directory
      • Pre-Retirement Seminars
      • Educational Materials
      • Questions and Answers
    • Office of the Management Member
      • Management Member of the Board
      • Management Member Staff Directory
      • 2021 Virtual National Rail Employer Training Seminar (NRETS) Registration (New)
        • Training Material
    • Office of Inspector General
      • Office of Inspector General
      • Audit
      • Investigations
      • Hotline to Report Fraud, Waste and Abuse
      • Library
      • Whistleblower Protection Information
    • Organization Chart
  • Benefits
    • Retirement
      • General Information
      • Downloadable Forms
      • myRRB
    • Survivor
      • General Information
      • Downloadable Forms
      • myRRB
    • Disability
      • General Information
      • Downloadable Forms
      • myRRB
    • Unemployment
      • General Information
      • Downloadable Forms
      • myRRB
    • Sickness
      • General Information
      • Downloadable Forms
      • myRRB
    • Income Tax
      • General Information
      • Downloadable Forms
      • myRRB
    • Medicare
      • General Information
      • myRRB
    • En Español
    • myRRB
  • Employers
    • Employer Online Services
      • ERSNet Login
      • EFTPS.gov
      • Pay.gov
    • Forms
      • Rail
      • Labor
    • Reporting Instructions
      • Rail
      • Labor
      • Creditable Sickness
    • Publications
      • Employer Exchange Newsletter
      • Program and Circular Letters
      • Additional Information
  • Resources
    • Railroad Jobs
    • Legal Information
      • Partition of Railroad Retirement Annuities
      • Board Orders
      • The Federal Register
      • Legal Opinions and Board Coverage Decisions
      • Administrative Staff Manuals Index
    • Pay Debts Online
    • Office of Equal Opportunity
      • Overview
      • EEO Policies
      • Filing A Complaint of Discrimination
      • No FEAR Act
      • Frequently Asked Questions
    • RRBVision Video Library
    • Appeals
    • Railroad Retirement Handbook
    • FOIA Reading Room
    • Glossary of RRB Terms
  • Financial & Reporting
    • Agency Reports
      • Inventories
      • Plans
      • Reports
    • Financial, Actuarial & Statistical
      • Budget and Financial Reports: Current and Projected
      • Performance and Accountability Reports
      • Earnings Limits, Tax Rates and COLAs
      • Annual
      • Monthly & Quarterly RRA and RUIA Data
    • National Railroad Retirement Investment Trust
      • NRRIT Introduction
      • Background Information
      • Reports
      • Correspondence
  • Newsroom
    • News Releases
    • Media Contact
  • Field Office Locator
  • FAQ

 

RRB Gets High Marks on Unemployment/Sickness Benefits

 

 

 
  1. Home
  2. Newsroom
  3. News Releases
  4. RRB Gets High Marks on Unemployment/Sickness Benefits
 
 
RRB Gets High Marks on Unemployment/Sickness Benefits
 May 2012
PDF Logo
NR1206.pdf (42.25 KB)

 

 

The U.S. Railroad Retirement Board (RRB) earned a score of 81 in a recent American Customer Satisfaction Index (ACSI) survey of individuals who applied for and received unemployment or sickness benefits from the agency. This is an increase of 6 points from the previous survey of this customer group in 2002, and almost 15 points higher than the most recent satisfaction score for the Federal government as a whole.

The areas evaluated by the survey included claims activity, telephone service and face-to-face contact with an agency representative. Claims activity received a score of 85, a slight increase over the prior survey, with respondents indicating that claim forms are easy to read and fill out.

Interactions with an agency employee on the phone scored 88, a key measure since 83 percent of customers contact the RRB by telephone. Face-to-face contact, utilized by about a third of customers, scored even higher at 92.

Since the previous survey was conducted, the RRB implemented an automated telephone system in which callers to a toll-free number follow a series of prompts to obtain information or services. As a result, it was a first-time addition to the current survey. The agency received a score of 82 in this area, with respondents indicating that the agency could probably improve navigation of the prompts.

The agency has also expanded the number of services available on its website, www.rrb.gov. The survey indicated customers were satisfied with these services, but also suggested that the RRB take some steps to increase their use. For example, about 90 percent of the respondents were aware of the ability to file benefit claims online, but three-fourths of them still used paper claim forms.

Overall, applicants for unemployment benefits were slightly more satisfied than those for sickness benefits. Both groups were least satisfied with the timeliness of receiving benefits, although it still scored relatively high at 83 and 73 for unemployment and sickness benefits, respectively.

Customers also had a high level of confidence in the RRB doing a good job, with a score of 87, an increase from 83 in 2002. Similarly, the number of respondents who had complained to the agency in the last 12 months dropped from 11 percent to 9 percent.

Produced through a partnership of the University of Michigan Business School, the CFI Group, and the American Society for Quality, the ACSI regularly measures national customer satisfaction with corporate and government goods and services. Working with the Department of the Interior's National Business Center Federal Consulting Group, government agencies participating in the survey use the ACSI to gauge their level of service and benchmark their performance for comparison with similar organizations in the private sector. The ACSI also helps agencies focus on those processes, based on customer feedback, which will have the biggest impact on an agency's ability to deliver the highest quality products and services.

This marks the sixth time the RRB has participated in the survey. In 2009, the RRB earned a score of 88 in an ACSI survey of recently retired railroad workers who were receiving a monthly annuity. Other recent surveys included a score of 85 in a 2006 survey of individuals who were recently awarded disability benefits, and a score of 90 in a 2005 ACSI survey that focused on the agency's survivor benefit process. The RRB has consistently received higher scores than the composite Federal number.

 

Published by: Public Affairs | Phone: (312) 751-4777 | Email: opa@rrb.gov
To view and download PDF documents, you need the free Acrobat Reader. We recommend using the latest version. Viewers with visual disabilities can go to Adobe's Access Website for tools and information that will help make PDF files accessible.
Get Adobe Acrobat Reader
 
  
To view and download PDF documents, you need the free Acrobat Reader. We recommend using the latest version. Viewers with visual disabilities can go to Adobe's Access Website for tools and information that will help make PDF files accessible.
 
 
 
 
JobsRailroad Jobs
 
HotlineFraud Hotline
RSSField Office Locator
 

 

 
 
RRB Seal
U.S. Railroad Retirement Board
William O. Lipinski Federal Building
844 North Rush Street
Chicago, IL 60611-1275
Toll Free: (877) 772-5772
TTY: (312) 751-4701
Directory: (312) 751-4300

 

Privacy Policy
Policies & Links
Site Map
Contact Us
RRB Careers
Website Feedback

 

PlainLanguage.gov
Data.gov
Benefits.gov
USA.gov
RRB @ Data.gov
Vote.gov

 

Freedom of Information Act
No FEAR Act Data
Office of Special Counsel
Plain Writing @ RRB
Open Gov @ RRB
Office of Inspector General
 
 

Last updated: 10/03/2017