Performance Audit of the Thrift Savings Plan Participant Support Process

This document is about a performance audit conducted by the Employee Benefits Security Administration on the Thrift Savings Plan participant support process. The audit reviewed procedures for providing timely and accurate information to participants, preparing participant statements, responding to inquiries, processing notices, and monitoring call center contractors. The audit resulted in 8 new findings and recommendations related to logical access controls, PII protection, configuration management, quality monitoring, contingency planning, call load balancing, and media handling at the call centers. The report also provides the status of prior open recommendations from a 2009 audit.