Performance Audit of the Thrift Savings Plan Participant Support Operations

This document is about a performance audit conducted by the U.S. Department of Labor's Employee Benefits Security Administration on the Thrift Savings Plan's participant support operations. The audit covers the period from January 1, 2020 to March 31, 2021, and evaluates whether the Agency implemented procedures to provide timely and accurate information to participants, prepare quarterly and annual statements, respond to inquiries, process confirmations and rejections, enforce access controls, and monitor contractor compliance. The audit resulted in three new findings and recommendations related to contact center performance exemptions, quality assurance monitoring, and quality performance initiatives.