Social Security Administration: Better Planning Needed to Improve Service Delivery: Congressional Testimony
DIANE Publishing, 2010 - 17 pages
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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address future service automated Based on SSA’s claim receipts conducted continued wave Continuing Disability Reviews continuing eligibility customer waiting customers who waited decline develop a plan Disability benefits Disability Reviews CDRs End of Fiscal experienced staff field office employees field office operations field office service field office staffing Field Offices Manage field offices produced fiscal year 2008 future service delivery GAO analysis Growing Workloads increased the number January 2009 report limited issue review Manage Growing million customers nation’s baby boom NCSSMA number of customers number of SSI Old-Age and Survivors percent in fiscal phone service plan to address programs Recent Hiring resident stations retirement and disability Security Card Centers service delivery challenges service delivery needs service delivery plan service to customers Social Security Administration Social Security Card SSA’s fiscal SSA’s projections SSI Claims SSI redeterminations staffing levels strategies to manage Subcommittee Supplemental Security Income Teleservice Centers Total number video conferencing