Review of PBGC’s Customer Service Score Goal-Sharing Award Program

We found that the goal-sharing award program, however well-intended, has not resulted in a significant and sustained improvement in overall customer satisfaction. The program is not effectively designed to provide the desired impact on the agency’s mission—improved customer satisfaction. Although PBGC has met the goal at least once a year, PBGC has not reviewed the results of the incentive program to determine if the program is resulting in desired sustained improvements. Based on our analysis, we recommend PBGC discontinue the goal-sharing program. PBGC agreed with the recommendation and plans completion by May 30, 2018.