Social Security Administration: Better Planning Needed to Improve Service Delivery: Congressional Testimony

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DIANE Publishing, 2010 - 17 pages
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Millions of people rely on the services of Social Security Admin. (SSA) field offices. In FY 2009, SSA┐s approx. 1,300 field offices provided service to a record 45.1 million customers. People visit field offices to apply for Social Security cards, apply for retirement and disability benefits, request replacement benefit checks, and a host of other services. Over the last several years, growing workloads have challenged field offices┐ ability to manage work while continuing to deliver quality customer service. This testimony discusses a Jan. 2009 report on SSA field office service delivery challenges, specifically: (1) the state of SSA field office operations; and (2) the status of SSA┐s efforts to develop a plan to address future service delivery challenges.

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