|A line out the door of a Social Security field office in Hawaii|
- Many members of the public are unaware of the field office hour cutbacks. People regularly arrive at field offices that have closed for the day. Social Secuirty isn't doing a good job of communicating office hours and non-Social Security websites often contain misinformation on field office hours.
- Field office managers report that reduced hours allow staff to attend training and staff meetings as well as work on their workloads, particularly complex cases.
- Field office managers told OIG that the reduction in office hours did not reduce the number of visitors served. It just compressed them into a shorter time period.
- Public wait times at field offices increased from 14.4 minutes in July 2011 to 30.5 minutes in November 2013. This has led to increasing complaints from the public and lines out the door of some field offices. People sometimes wait in the rain.
- Field office appointment calendars are "usually" booked for the entire 60 day time period that the system allows.
- Overtime allotted to the field offices has declined dramatically. This alone has had the effect of reducing field office staffing by over 4,000 work years per year.
- Average staff on duty to handle 800 number calls declined by 833, 17%, between 2010 and 2013.