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
Q3 2022
What we learned from this quarter's data:
In Q3 of FY 2022, the overall satisfaction scores for both the USAJOBS desktop and mobile applications stayed fairly consistent with the scores in Q2 of FY 2022 as well as those of FY 2021. For the desktop survey, overall satisfaction scores rose from 3.85 to 3.88 from Q2 to Q3. For the mobile application, the score for both Q2 and Q3 was 4.23. Changes to scores were minimal or nonexistent. The scores for 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 Q2 to Q3 of FY 2022. Individual scores for these questions, as well as the confidence/trust question, mostly showed no change or small increases from FY 2022 Q2 to Q3. All score changes were minimal (less than 0.05).
Service details
Transaction point: Visit 3 or more pages on the website
Channel: mobile
People served: 10572445
Surveys offered: 11988
Responses: 4708
Transaction point: Visit 3 or more pages on the website
Channel: computer
People served: 10557475
Surveys offered: 8869
Responses: 2865
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
Q3 2022
What we learned from this quarter's data:
Services Online The number of survey responses for OPM’s Services Online decreased by 40.43 percent in FY 2022 Q3 as compared to Q2. This decrease is primarily due to a reduced need for customers to access the site for tax information. Between Q2 and Q3, all seven scores decreased, on average, by 0.45: satisfaction (4.36 to 3.95), trust (4.28 to 3.89), effectiveness (4.34 to 3.97), ease (4.28 to 3.64), efficiency (4.26 to 3.79), equity (4.45 to 4.02) and website helpfulness (4.3 to 3.87). OPM attributes these decreases to a significant technical change made to how users access Services Online. In FY 2022 Q3, RS added multi-factor authentication via GSA’s Login.gov to the account login process. This change requires that the customer establish a Login.gov account and link it to their Services Online account. Once the accounts are linked, customers benefit from improved online account security; the ability to use an email address for the login name, instead of a claim number; and streamlined online password reset.
Service details
Transaction point: Log Out
Channel: computer
People served: 961697
Surveys offered: 802527
Responses: 24311
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.