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This page has not been translated. Please go to PBGC.gov's Spanish home page for more information available in Spanish.

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Completed IT Modernization Projects

The following IT initiatives have been completed.

BCV Modernization – Phase 2:

Project Agile
Approach
Budget Year Cost
Projected                     Actual     
 Completion
Target          Actual
Benefit Calculation and Valuation Phase 2 Yes FY2020 $6,900,000* $7,043,164* Q4 FY2021 Q1 FY2022

What are we doing and why?

In BCV Phase 2, PBGC is modernizing the benefit calculation components to a web-based technology and modernize the interfaces between BCV with other PBGC systems. The modernized components will connect to the centralized database, improve ease of use, improve data integrity and security, ensure greater consistency and accuracy while establishing the foundation for providing online estimate capability for participants in the future phases.

* Represents implementation costs only; Infrastructure costs such as hosting, licensing, etc. are not included.

CIO Comments

The Benefit and Valuation Calculation (BCV) Phase 2 project is expected to benefit both PBGC and the participants we serve. PBGC will benefit by upgrading BCV components to a more scalable technology with improved data integrity and system interfaces. In addition, customers will benefit from a system with improved capabilities for providing online estimates in the future.

The BCV modernization Phase 2 project was deployed in Q1 FY2022 with deployment beginning on September 30, 2021, with a go-live on October 4, 2021.  Building on the foundations of BCV phase 1, BCV Phase 2 modernized the benefit calculation components to a web-based technology and enhanced several key modules. The modernized web recalculation improved usability, generates statements using new and improved technologies, improves data integrity and security, and ensures greater consistency and accuracy.  The slight deviation in cost and schedule is attributed to shifting to a new contractor team (onboarding, transition, and knowledge transfer), conducting proof-of-concept of new technology components with acquisition times, and schedule around PBGC’s end of fiscal year 2021 peak processing period.  Overall, the project was a successful completion given the shift in contractor team and complexities involved in balancing old-new technology components and builds the foundation for the next phase of BCV Modernization.

BCV Modernization – Phase 1:

Project Agile
Approach
Budget Year Cost
Projected                     Actual     
 Completion
Target          Actual
BCV Phase 1 Yes FY2019 $7,800,000* $7,045,189.20 Q4 FY2020 Q4 FY2020

What are we doing and why?

Benefit and Valuation Calculation (BCV) is a group of components used by the PBGC to determine benefits for participants, beneficiaries and alternate payees and is used by benefit administrators to calculate actual retirement benefits. BCV is also used to calculate corporate liabilities for the pension plans that PBGC trustees. A lot of technologies that BCV applications have been built on are outdated and no longer supported by their vendors. To eliminate security, performance and other risks that may negatively impact PBGC’s ability to serve our customers, we need to migrate these applications to supported technologies. PBGC has established a multi-phased multi-year modernization roadmap to tackle outdated and unsupported technology, eliminate security and performance risks without negatively impacting the timeliness and accuracy of benefit calculations

In Phase 1 we focus on developing a centralized database to consolidate individual case-specific databases, creating an open platform for future modifications, and establishing security foundation for the entire system. These changes are mostly invisible to the end users, but will greatly enhance BCV reliability, will further secure data, provide greater auditability, and improve reporting.

* Represents implementation costs only; Infrastructure costs such as hosting, licensing, etc. are not included and are part of enterprise costs.

CIO Comments

This BCV modernization Phase 1 project was completed in its entirety on August 07, 2020. The project was completed on schedule and under budget. In Phase 1, PBGC consolidated a case-specific plan and participant data into a single secure, centralized database. The consolidated centralized database is expected to improve data security, allow for audit tracking, ease data synchronization, simplify maintenance and allow for cross plan reporting. PBGC created an open platform for future modifications, established the security foundation for the entire system, and created a secure web portal which will be enhanced in future phases of the BCV modernization project.

Telephony Infrastructure Modernization:

Project Agile
Approach
Budget Year Cost
Projected                     Actual     
 Completion
Target          Actual
Telephony Infrastructure Modernization Yes FY2018/
FY2019
$3,000,000 $3,250,000 Q4 FY2019 Q2 FY2020

What are we doing and why?

PBGC is replacing its legacy telephone and call center systems at all PBGC locations including the FBA sites and deploying integrated emergency notification and enterprise FAXC systems. PBX's and telephone handsets will be replaced with Omni-channel VoIP capable systems to support Infrastructure and business systems. This modernization eliminates security, performance and other risks that may negatively impact PBGC’s ability to serve our customers. This modernization will enable PBGC’s call centers to be more effective immediately and paves the way for integration with PBGC’s future customer-relationship management (CRM) and other IT systems to enable PBGC participants to access information regarding their PBGC account via integrated voice response (IVR).

CIO Comments

This project was completed in its entirety on March 25, 2020. The key component of this effort, the new phone system, was completed ahead of schedule, and has had the greatest impact on improving the external customer experience. PBGC replaced its legacy telephone and call center systems at all PBGC locations including the FBA sites on 06/24/2019. The new integrated emergency notification system, for PBGC staff, was implemented on 10/10/2019, ten days behind schedule. In addition, the enterprise electronic FAX system for customer support was implemented for the Office of Benefits Administration in the first quarter of FY 2020, with final deployment of the electronic FAX system across the Corporation on 03/25/2020.

From a results standpoint the project has been a success. The introduction of multi-channel queuing capability, centralized collection of analytic data, and improved call recording to enhance quality control has already payed dividends. PBGC call center improvements can be demonstrated by examining the following metrics from July 1, 2019 through April 15, 2020:

  • Total calls received – 346,622
    • 38,513 calls per month
    • Approximately 1,900 calls per day
  • Average speed to answer is under 30 seconds

In addition, the modern infrastructure provided by the new phone system with its enhanced availability, additional capacity, and soft phone capability has enabled PBGC to have 80 call agents working remotely, providing a full array of call center services during the COVID-19 pandemic without requiring call center personnel to report to a PBGC facility and without a drop in customer service levels.

The modern infrastructure provided by the new phone system will provide additional functionality for PBGC customers moving forward. Completion of this project was a foundational step for a CRM modernization effort (currently underway) and IVR self-service, a future project.

From a budgetary standpoint the overall project costs were just under $3.25 million dollars. This was due primarily to actual equipment costs being slightly higher than original market research indicated. However, no additional money was needed as the cost overrun was met by cost savings from other IT infrastructure projects.

Back to IT Modernization Projects

Last Updated: July 28, 2022