From The Social Security Administration’s Telework Program and Its Effect on Customer Service by Social Security's Office of Inspector General (OIG):
... As of January 2017,
SSA’s [Social Security Administration's] management information showed that teleworking FOs performed slightly less as well as the non-teleworking FOs while TSC teleworking staff performed slightly better than non-teleworking staff. Finally, as the number of hearing office teleworkers increased, hearing office productivity declined in three of the four metrics ODAR monitored. SSA explained that multiple factors affect productivity, regardless of telework.
- 4,526 (16 percent) of the 27,530 FO [Field Office] employees were participating in the telework pilot at 317 (26 percent) of the 1,213 FOs;
- 831 (19 percent) of the 4,298 TSC [Teleservice Center] employees were teleworking at 17 (68 percent) of the 25 TSCs; and
- 5,541 (64 percent) of the 8,725 hearing office employees were teleworking across all 164 hearing offices, National Case Assistance Centers, and National Hearing Centers.
SSA managers and staff recognized various telework challenges, and SSA told us it was working to resolve them. SSA needs to establish a business plan that monitors telework productivity to ensure it will timely identify and correct trends that may negatively affect customer service. ...