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Report File
Date Issued
Submitting OIG
Social Security Administration OIG
Other Participating OIGs
Social Security Administration OIG
Agencies Reviewed/Investigated
Social Security Administration
Report Number
A-02-21-51079
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.

Report Type
Audit
Special Projects
Pandemic
Agency Wide
Yes
Number of Recommendations
2
Questioned Costs
$0
Funds for Better Use
$0

Open Recommendations

This report has 2 open recommendations.
Recommendation Number Significant Recommendation Recommended Questioned Costs Recommended Funds for Better Use Additional Details
1 No $0 $0 Disagree

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 No $0 $0 Disagree

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.

Social Security Administration OIG

United States