Description
Every day, USAJobs hosts over 900 jobs and manages 6 million profiles. The platform has over 200 million site visits a year.
Designated Services
- Applying to Federal job opportunities
- Seeking assistance with the Federal job application process from the USAJOBS help desk
Applying to Federal job opportunities
Description
U.S. citizens seeking a Federal employment opportunity include students graduating, military service members separating from active duty, and current Federal employees looking for a promotion or lateral position. USAJOBS offers a single place for job seekers to find Federal job opportunities and the ability to reuse application materials when applying to multiple opportunities.
Why this service was designated
Over 20 million applications are submitted for approximately 350,000 job announcements from across the Federal government per year. USAJOBS connects agencies with a diverse candidate pool with a wide range of skills and abilities.
Quarterly data reported
Q2 2022
What we learned from this quarter's data:
Overall satisfaction: In Q2 of FY 2022 the satisfaction scores for both the USAJOBS desktop and mobile applications stayed fairly consistent with that of Q1 of FY 2022 as well as those of FY 2021. For the desktop survey, overall satisfaction scores dropped from 3.9 to 3.85 from Q1 to Q2. For the mobile, however, it rose from 4.17 (Q1) to 4.23 (Q2). In both cases, the changes of .05 points were minimal. The drivers of satisfaction (effectiveness, ease, efficiency, transparency, and website helpfulness) in both the desktop and mobile surveys also stayed within a consistent range from Q1 to Q2 of FY 2022. In all cases for these questions, as well as the Confidence/Trust question, scores rose slightly for the mobile survey and dropped slightly for the desktop survey from FY 2022 Q1 to Q2. All score changes were minimal.
Service details
Transaction point: Visit 3 or more pages on the website
Channel: mobile
People served: 10399652
Surveys offered: 4643
Responses: 2578
Transaction point: Visit 3 or more pages on the website
Channel: computer
People served: 10891814
Surveys offered: 5250
Responses: 1781
Seeking assistance with the Federal job application process from the USAJOBS help desk
Description
Job seekers sometimes need assistance logging into the USAJOBS website or resolving issues with their account. They also ask questions about the job announcement requirements or updates on the status of submitted applications. Agency specific or job-related inquiries are redirected to the appropriate agency’s help desk or the agency point of contact listed on the job announcement.
Why this service was designated
The USAJOBS website is the starting point for many job seekers looking for employment with the Federal Government. The help desk provides an important service for the job seeker and the agencies using the site to post their job announcements. In FY 2021, the help desk received approximately 70,000 help tickets.
Description
Provides benefits for more than 2.7 million annuitants, survivors, and family members.
Designated Services
Previously-reported Services
Applying for Federal civilian retirement
Description
OPM Retirement Services works in conjunction with Federal agency human resource and payroll offices to help prospective retirees learn about, plan, and apply for retirement. If a prospective retiree meets the eligibility requirements to receive an annuity payment under the Civil Service Retirement System or Federal Employees Retirement System, OPM will process and adjudicate their retirement application and deliver the annuity payments.
Why this service was designated
OPM Retirement Services administers the Civil Service Retirement System (CSRS) and Federal Employees Retirement System (FERS) to honor those who have dedicated some or all of their careers to public service. Each year, OPM receives and adjudicates on average 100,000 retirement applications. Many Federal employees, retirees, and their families rely on the annuities for financial security in their retirement.
Managing a Federal annuitant retirement account
Description
OPM Retirement Services is responsible for helping nearly 3 million annuitants manage and make changes to their retirement accounts after they retire. OPM Retirement Services selected Services Online, a self-service portal where annuitants can manage and make changes to their retirement accounts, because of the volume of account changes made via this digital channel each year. Federal retirees use this service to view annuity payment statements, annual notices, life insurance selections, and 1099R tax documents. In addition, retirees can change their contact data, tax withholdings, direct deposits, financial allotments, and request ID replacement cards or retirement booklets.
Why this service was designated
In FY 2021, Services Online had over three million user logins and seven million account changes to home address, phone, email; Federal/state tax changes; direct deposits, and financial allotments. The service is available 24x7, reducing the need for customers to call or email Retirement Services for basic account management requests.
Quarterly data reported
Q2 2022
What we learned from this quarter's data:
Services Online The number of responses for OPM’s Services Online survey increased 46.5 percent from FY 2022 Q1 (27,858) to FY 2022 Q2 (40,813). Q2 typically reflects the highest site activity for the fiscal year due to the availability of the Annual Annuity Notice and 1099R tax forms on the site. From Q1 to Q2, results for all seven measures slightly decreased: satisfaction (4.44 to 4.36), trust (4.35 to 4.28), effectiveness (4.45 to 4.34), ease (4.4 to 4.28), efficiency (4.36 to 4.26), transparency (4.5 to 4.45) and website helpfulness (4.4 to 4.3). Responses to the open-ended question “How can we improve our site?” did not reveal one issue that stands out for the decrease, but rather several themes related to printing, password resets, and call center hold times. During Q2, 34 percent of respondents indicated that they came to the site to view their Annuity statement, 23 percent to view/print their 1099R, and 9 percent to change Federal/state tax.
Service details
Transaction point: Log Out
Channel: computer
People served: 1751573
Surveys offered: 1450665
Responses: 40813
Previously-reported Services
Prior to the first service designation exercise in 2022, HISPs were collecting data using methods unique to each agency, resulting in data that was not standardized. This previously-reported data was collected to increase visibility and awareness regarding customer experience through feedback data. Per A-11 guidance, service providers will collect feedback in a more standardized way.
Applying for retirement benefits
Description
Surveys are sent to those who are filing retirement claims and other customer services transactions via email, phone and website.