On June 1, we received 130,000 phone calls, 2.5 times greater than our previous highest call-volume day. The contractor has added an additional 320 people to the call centers since June 1. However, given the continued record-breaking level of call volumes, participants are still experiencing long wait times. The contractor will continue to add staff to the call centers until we return to an excellent level of call center responsiveness.
Also, the new system includes changes that were designed to make a safe system even safer. This is in response to a surge in cybercrime in recent years and the reason why all participants are required to create a new login for online account access, given the new identity management and authentication measures that are now in place. While we know that TSP participants initially faced challenges creating new logins, participants who try to create new logins are successful roughly 90% of the time. This is a balance between convenience and security that allows us to be comfortable that only the participant can access their account. Between June 1 and June 20, 826,445 participants have successfully established new logins and participants have logged in a total of 2.4 million times, either on the website or on the new TSP app.