Recognizing that the new daily-valuated plan for thrift
savings investments as well as an increase in plan
participants has strained the program’s customer services
capability, the board administering the TSP program is
adding two new call centers to handle the extra workload.
This eventually will allow the TSP to be open for phone
calls until 9 pm, two hours later than its current cutoff
of 7 pm weekdays.
The Federal Retirement Thrift Investment Board selected
Spherix Incorporated of Beltsville, Md., to provide parallel
call service support to federal and postal employees,
military personnel and others who fall under the
401(k)-styled Thrift Savings Plan. The board also says the
additional manpower will serve as a backup to the TSP’s
current call center in case it is shut down or compromised
by a disaster.
The board required that the company winning the contract
bid must have centers in areas not normally susceptible to
weather-related calamities. Spherix has call centers in
Cumberland and Beltsville, Md.
The heavier-duty phone capability will be phased in. Initially,
the new call centers will absorb 20 percent of the TSP
workload, eventually handling half of all TSP phone calls.
The board also plans to have those two centers back up each other.
Spherix’s contract is for one-year, with four one-year
renewal options.
FEDweek
Publisher, Don Mace
VP of Marketing, Kevin Couch
Website: www.fedweek.com
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