Innovations in TSP and Health IT: Advancing Service Excellence and Strategic Technology

September 4, 2024

Enhancing Customer Experience and Cybersecurity with the TSP's Ongoing Improvements

Kim Weaver, Director of External Affairs at the Federal Retirement Thrift Investment Board, discusses key developments and improvements within the Thrift Savings Plan (TSP), particularly in response to recommendations from the Government Accountability Office (GAO). She notes that the TSP has fully embraced GAO’s recommendations, with some already implemented and others in progress. One major highlight is the significant improvement in customer satisfaction, which has consistently remained at or above 92% over the past six months. This high satisfaction rate is largely attributed to TSP’s transition to a more advanced record-keeping system, which provides real-time feedback on transactions and has enhanced participant service quality. Weaver also emphasizes the robust cybersecurity infrastructure now in place, mentioning that TSP received top scores in all nine domains of the Federal Information Security Management Act (FISMA) for fiscal year 2024. In addition to improved security, the new system has proven far more adaptable, allowing TSP to respond quickly to legislative changes, such as updates to the Secure Act, which were implemented in a fraction of the time it would have taken under the previous system. 

Key Takeaways:

1. TSP has maintained a 92% or higher customer satisfaction rate for six months, reflecting improvements in service quality and participant experience.
   
   
2. TSP’s record-keeping system boasts advanced, adaptable cybersecurity measures, receiving top FISMA scores across all nine domains, ensuring the safety of participants' data.
   
   
3. The new system allows TSP to quickly implement changes required by legislative updates, such as Secure Act provisions, significantly increasing efficiency over the previous system.
   
   

Transforming Health Technology for Improved Efficiency and Impact

Micky Tripathi, Assistant Secretary for Technology Policy and National Coordinator for Health Information Technology at the Office of the National Coordinator for Health Information Technology (ONC) delves into the recent reorganization at the ONC. This restructuring aims to streamline and consolidate critical functions such as AI, data policy, and cybersecurity across multiple agencies under the Department of Health and Human Services (HHS). Tripathi discusses how the department, with its vast scope— encompassing agencies like the CDC, NIH, and FDA has been working to create better synergies and improve collaboration on technological initiatives. By aligning technology closer to the core missions of each agency, this overhaul seeks to improve the efficiency of operations, maximize resource use and enhance inter-agency communication. He also stresses the importance of viewing technology as a strategic asset, not merely an administrative cost, and explains how new roles, such as the Chief AI Officer and Chief Data Officer, will help drive innovation across the department. With a focus on mission-oriented technologies and ensuring dedicated teams for strategic planning and execution, the ONC is poised to lead the way in transforming health information technology.

Key Takeaways:

1. The reorganization consolidates technology strategy, AI, and data policy under the ONC to ensure alignment with the department's mission.
   
   
2. Synergies between agencies like the FDA, CDC, and NIH will be leveraged for more effective use of technology and resources.
   
   
3. Dedicated leadership roles, such as Chief AI Officer and Chief Data Officer, will drive the implementation of AI and data strategies, supporting department-wide technological advancements.