How does the RRB measure overall timeliness for customer service?
The RRB developed an index to measure the overall timeliness of its customer service in four benefit areas: retirement applications, survivor applications, disability applications and payments, and railroad unemployment and sickness benefit applications and claims. This composite indicator, based on a weighted average, allows for a more concise and meaningful presentation of its customer service efforts in these benefit areas. How timely, overall, was the customer service provided by the RRB in fiscal year 2008, as measured by this timeliness index? During fiscal year 2008, the overall benefit timeliness index stood at 98.6 percent. This means that the RRB provided benefit services within the timeframes promised in the Customer Service Plan 98.6 percent of the time. More detailed performance information for specific benefit areas is presented in the questions and answers that follow. How did the RRB’s performance in meeting its standards in fiscal year 2008 compare to its performance i
