Nov 15, 2009

NCSSMA Newsletter -- TSCs Grow And Change

The National Council of Social Security Management Associations (NCSSMA), an organization of Social Security management personnel, has issued its October 2009 newsletter, Frontline. Here are some excerpts from an article about Social Security Telecommunication Service Centers (TSCs):
In FY [Fiscal Year] 2010 the Agency will begin roll out of a new 800 number phone system called Citizen Access Routing Enterprise or CARE 2020. CARE 2020 will be an internet protocol based program designed for Web Call Back, Click to Talk, Web Chat and Web Collaboration. This will enable us to communicate with people using our internet services. ...

We will probably continue to see changes in the number and size of our TSCs in FY 2010. ... The Pittsburgh TSC has been restructured as a center with eight TSRs [Teleservice Representatives]. By the end of the year they will co-locate with a field office. Many TSCs around the country have greatly expanded. Some offices have grown by four times their size of a year or two ago! There is movement among the regions to create larger TSCs with about 200 TSRs while reducing the actual number of sites.

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