March 31, 2026

Jim Kaplan highlights a period of strong performance and meaningful progress at the Thrift Savings Plan (TSP), pointing to several record-setting metrics that reflect both operational improvements and growing participant engagement. Two standout indicators—participation rate and full matching contributions—are at all-time highs. Kaplan explains that default enrollment plays a major role in this success, as new federal employees and service members are automatically enrolled and set to contribute at levels that maximize matching benefits. Beyond defaults, he emphasizes a broader cultural shift, with more individuals actively thinking about their financial futures and planning for retirement.

This heightened engagement becomes especially visible during tax season, which Kaplan describes as one of TSP’s busiest periods. Millions of tax forms and annual statements are distributed, prompting participants to review their finances and reach out with questions. This seasonal surge in activity requires TSP to operate at peak efficiency, and the organization appears well-prepared to meet the demand.

One of the most striking operational achievements Kaplan discusses is the dramatic improvement in customer service response times. The average wait time for the ThriftLine drops to just 11 seconds, with more than 95% of calls answered within 20 seconds. He attributes this success to the transition to a managed services model for call center operations. By partnering with external providers, TSP gains the flexibility to scale staffing up or down depending on demand—something that is traditionally more difficult within government structures. This approach not only improves responsiveness but also contributes to high customer satisfaction scores, which are measured through surveys and follow-up feedback.

Technology plays a central role in TSP’s ongoing evolution. Kaplan underscores that IT represents a significant portion of the agency’s budget and is an area of continuous improvement. Cybersecurity, in particular, remains a top priority. TSP achieves top-tier ratings in federal cybersecurity assessments, reflecting a strong commitment to protecting participant data and maintaining system integrity. Leadership in this area extends beyond the agency itself, with TSP’s Chief Information Security Officer contributing to broader federal cybersecurity efforts.

At the same time, Kaplan discusses how emerging technologies like artificial intelligence are being integrated into daily operations. AI tools help staff streamline routine tasks, improve communication, and enhance efficiency. For example, AI assists in drafting correspondence, summarizing call transcripts, and tagging key topics during customer interactions. These capabilities reduce administrative burdens and allow staff to focus more on serving participants directly.

Kaplan also connects TSP’s success to its clearly defined mission: serving participants and beneficiaries. He describes the organization as lean and disciplined, consistently operating under budget to minimize costs passed on to account holders. Continuous improvement is embedded across all teams, with leadership regularly revisiting performance metrics and raising standards to drive further progress.

A particularly notable achievement is the high participation rate in the Blended Retirement System, especially among active-duty service members contributing at least 5% to receive the full match. Kaplan points to increased financial literacy as a key factor, noting that younger generations are more informed about saving and investing than in the past. This awareness, combined with structural incentives, is helping more individuals build long-term financial security.