Book Description

Each day thousands of people contact the Soc. Sec. Admin. (SSA) to file claims, update records, & request info. from its field offices, website, & nat. toll-free 800 no. Implemented in 1989, SSA's 800-no. has become a principal contact point for millions of individuals seeking agency services. This report reviewed the quality of SSA's 800 no. in terms of caller access & agent accuracy of response & courtesy. SSA should take steps to: increase callers' access to agent services; determine why agents fail to comply with SSA require. when handling calls; & establish uniform procedures for documenting & assessing customers' agent-related complaints. Also includes testimony of Barbara Bovbjerg, Educ., GAO, before the NY State Assembly.