Controls over the Social Security Administration’s National 800-number Service During the COVID-19 Pandemic

Submitting OIG:

Report Description:

Objective: To determine whether the Social Security Administration had and used management controls over the service its 800 number employees provided callers during the COVID-19 pandemic.

Date Issued:

Tuesday, August 29, 2023

Agency Reviewed / Investigated:

Social Security Administration

Submitting OIG-Specific Report Number:

A-02-21-51079

Location(s):

Agency-Wide

Type of Report:

Audit

Special Projects:

Pandemic

Questioned Costs:

Funds for Better Use:

Number of Recommendations:

Report updated under NDAA 5274:

View Document:

Attachment	Size
02-21-51079R.pdf	1.85 MB

Related Open Recommendations

Recommendation Number	Recommendation Status	Significant Recommendation
1	Open	No
Create a performance standard that requires that teleservice center managers and other employees who conduct service observations conduct a minimum of three service observations for each qualified 800-number employee per month, as required by SSA policy.
2	Open	No
Create policy to ensure all problematic calls identified through speech analytics are referred to regional management and regional management intervenes with the 800-number employees referred within defined timeframes to ensure prompt interventions address problematic and/or inadequate customer service.

Recommendation Number

Recommendation Status

Significant Recommendation

Additional Details

Open

Create a performance standard that requires that teleservice center managers and other employees who conduct service observations conduct a minimum of three service observations for each qualified 800-number employee per month, as required by SSA policy.

Open

Create policy to ensure all problematic calls identified through speech analytics are referred to regional management and regional management intervenes with the 800-number employees referred within defined timeframes to ensure prompt interventions address problematic and/or inadequate customer service.

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Controls over the Social Security Administration’s National 800-number Service During the COVID-19 Pandemic

Related Open Recommendations