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IT Modernization Projects

IT Modernization Projects

PBGC embarks on IT modernization initiatives to improve meeting our PBGC Strategic Goals of:

  • Preserve plans and protect pensions of covered workers and retirees
  • Pay pension benefits on time and accurately
  • Maintain high standards of stewardship and accountability

The outcomes of these initiatives stabilize and advance underlying technology, strengthen cybersecurity and privacy, streamline processes, enhance user experience, and provide high-quality service to plan sponsors, workers and retirees. Below are highlights of top-priority IT initiatives deemed significant enough to warrant public awareness by the CIO as part of the Executive Management Committee, that are post budget decisional, not procurement-sensitive, and do not include classified or personally identifiable related information:

Project Agile
Approach
Budget Year Cost Target Completion
Customer Relationship Management Modernization  Yes FY2019 $6,400,000* On budget Q2 FY2021 On Schedule

What are we doing and why?

The Customer Relationship Management (CRM) system is used by PBGC’s Participant Services Department (PSD) to track customer interactions and provide a consistent means of service. In addition, PBGC also offers the My Pension Benefit Account (MyPBA) system, a secure web application that is used by its participants to conduct benefit related transactions online. The current technologies used for the CRM and MyPBA systems are getting obsolete, which limits PSD’s abilities in providing highly efficient services and in keeping up with the latest technology and security trends. In order to address the current challenges with CRM and MyPBA systems, PBGC has selected MS Dynamics 365 hosted on Microsoft Azure Cloud as its new platform to modernize its CRM solution. The CRM modernization is targeted to enhance customer experience through streamlining current business processes and functions; implementing a more user-friendly and intuitive online interface; integration with the modernized telephony infrastructure while mitigating the overall security risk.

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

CIO Comments

The Customer Relationship Management (CRM) effort will improve the online customer experience and through integration with PBGCs new phone system will provide customers with additional means to get what they need simpler and faster.  In addition to providing a simpler more intuitive customer interfaces the new CRM solution will provide increased security for customer data using simple but effective two factor authentication. 

Project Agile
Approach
Budget Year Cost Target Completion
My Plan Administration Account Replacement Yes FY2019 $4,850,000.00* On budget Q2 FY2021 On Schedule

What are we doing and why?

My Plan Administration Account (My PAA) is a secure web-based custom application that enables pension plan practitioners (e.g., plan administrators, plan sponsors, actuaries, and consultants) for over 25,000 defined benefit plans to electronically sign and submit the annual Comprehensive Premium Filings (premium filings) and associated payments to PBGC.   This project is to implement a modern replacement for the legacy custom developed My PAA application which was placed into service in 2004. The replacement solution is based on two key Oracle COTS software components, Oracle Policy Automation and Oracle Service Cloud, and will be externally hosted in Oracle’s Cloud platform. This solution will enable configurable front-end business rules, user interactions, and integration with other applications that can be changed more easily, quickly, and for lower cost; enable processing power to be scaled to accommodate peak premium filing periods; enable PBGC to offer additional user-friendly and self-service features and capabilities to enhance the filing experience for practitioners; and better support evolving IT security requirements.

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

CIO Comments

The My Plan Administration Account (MyPAA) upgrade benefits both the customer and PBGC.   Customers will benefit from a modern, more intuitive interface that will offer self-service features to enhance the premium filing process for practitioners.  PBGC will benefit from the ability to adapt more quickly to changes in policy and more quickly implement required changes to the MyPAA application.   

Project Agile
Approach
Budget Year Cost Target Completion
Benefit Calculation and Valuation Phase 1 Yes FY2019 $7,800,000* On budget Q4 FY2020 On Schedule

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.

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

The Benefit and Valuation Calculation (BCV) modernization effo rt, follows the recently completed effort to modernize the Integrated Present Value of Future Benefit (IPVFB) system. As was the case in the IPVFB modernization the Agile development methodology will be used during BCV modernization.  This approach will enable PBGC to target critical areas for improvement in a prioritized manner and bring those improvements to PBGC customers in a more timely manner.

Project Agile
Approach
Budget Year Cost Target Completion
Telephony Infrastructure Modernization Yes FY2018/
FY2019
$3,000,000 On budget Q4 FY2019 On Schedule

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 effort will provide immediate benefit to PBGC customers by providing call center staff multi-channel queuing capability, centralized collection of analytic data, and improved call recording to enhance quality control.  The modern infrastructure provided by the new phone system will enable additional functionality for PBGC customers such as integrated voice response (IVR) moving forward.

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Last updated December 19, 2019