... We have initiated two reviews to assess SSA’s management of mail and controls over its processing of Social Security card applications during the COVID-19 pandemic....
Key Concerns Related to the Agency’s Policies and Oversight of Mail
SSA has no performance metrics and does not maintain management information on the volume of incoming, outgoing, or pending mail. Consequently, the Agency does not have sufficient information to enable it to adjust staffing levels to ensure mail is processed timely.
SSA lacks comprehensive policies and procedures to track and return original documents—including driver’s licenses, birth certificates, passports, and naturalization documents—that customers provide as proof of eligibility for benefits or a Social Security number card.
Effects of Inadequate Internal Controls over Mail Processing
- Some offices had backlogs of workloads that involved original documents. For example, one PSC [Program Service Centers, where benefits under Title II of the Social Security Act are processed]had more than 9,000 unprocessed original documents it had received as early as November 2020. We found that some of these documents were necessary to establish individuals’ eligibility for benefit payments.
- Some offices had backlogs of unprocessed applications for new or replacement Social Security cards. For example, one field office had 677 unprocessed applications dated as early as July 2020. We also observed a Social Security card center that had over 9,000 unprocessed applications dated as early as May 2021. As a result, individuals have yet to receive their original documents or Social Security number card.
- Some locations had backlogs of remittances or un-negotiated benefit checks. For example, one PSC had 247 unprocessed remittances or un-negotiated checks dated as far back as November 2019. Financial institutions are not obligated to cash uncertified checks that are more than six months old, which leaves the Agency at risk of not being able to collect the remittance check funds.
- There were large quantities of undeliverable mail at some PSCs. For example, at one PSC, auditors noted more than 200,000 pieces of returned mail, some of which were over one year old. Some of these pieces may require action, such as suspending or terminating beneficiaries’ payments.
- While all SSA facilities were locked, some offices stored original documents in unsecure locations, such as desks and bins. In addition, employees at three offices informed us the U.S. Postal Service or special carriers left mail or packages, which may have included original documents or personally identifiable information, outside the offices in publically accessible areas after business hours and over the weekends.
- Approximately 50 percent of field office managers reported they are overwhelmed by mail duties, and approximately 20 percent stated they are unable to keep up with mail workloads. Some office managers also told us they did not have adequate in-person staffing to keep up with mail duties while offices remained closed because of the COVID-19 pandemic. ...
Update: This OIG report is already drawing attention from Fox and CNBC. Expect more media coverage. This is exactly the publicity needed at a time when Social Security's operating budget for FY 2022 is under consideration.
18 comments:
Most OIG reports are pretty worthless, mainly existing for OIG to justify its existence.
However, this one hits some VERY good points. The local offices just aren't set up to manage large numbers of original documents. And, having to trust that USPS will actually succeed in returning those documents is kind of nerve racking. There are probably postal systems in 3rd world countries that run better than USPS does now.
The only ironic thing is the part about managers being overwhelmed with handling the mail. "Working the mail" is synonymous with scanning everything into Worktrack, then assigning it to employees. Worktrack is another one of those internally developed ideas by SSA. It is a good idea in theory, but SSA (as always) cheaps out on the hardware and totally sucks at implementation. It is miserable to scan stuff into, even more miserable to assign work in, and working stuff out of it is also slow and not that great of an experience (I can't count the number of times I send documents to various destination systems, and they never show up. Of course, SSA in its infinite lack of wisdom, designed the system so that printouts made from it are ridiculously lousy quality even when the source documents were scanned at 300dpi).
If this is the future, the agency needs to have a scanning workstation set up with a real scanner/software combo that can be used for bulk scans in real time for each document set, allowing real time review of scans by the person doing the scanning, ability to electronically certify proof documents, and ability to scan non-standard size documents like drivers licenses or notepad paper without photocopying them first. Not a photocopier that forces me to copy every single document that isn't on letter size paper and also forces me to have to manually certify proof documents just to keep all the documents in a single document set.
I remember when I was the one doing it for our office. Funny, then, that it wasn't any big deal when the manager would come around throwing temper tantrums about why it wasn't done yet (like I had just hours of spare time to do it, between interviews and everything else I was responsible for). So, now they are "overwhelmed", despite not being forced to do the work between interviews and forgoing breaks? Personally, I hope they are learning a life lesson (though, from past experience, I expect like usual most managers will immediately revert to type once THEY no longer have to do it themselves).
Approximately 50 percent of field office managers reported they are overwhelmed by mail duties, and approximately 20 percent stated they are unable to keep up with mail workloads. Some office managers also told us they did not have adequate in-person staffing to keep up with mail duties while offices remained closed because of the COVID-19 pandemic. ...
And this took an investigation to figure out?
Side note, at least the managers now know how the rest of us feel (overwhelmed). Wait…I know the answer…balance…just balance your workloads!
Honestly though, this is pathetic service. But I do think it highlights the biggest problem facing SSA. The issue is not how complicated the work is. Sure you have hard cases or issues every so often but the biggest issue is NOT ENOUGH STAFF TO KEEP UP WITH THE ROUTINE WORKLOADS!!!
We need administrative aids back. Lower GS personnel to do just this type of work!!! Computers solve everything…until they don’t. This is a manpower problem.
I have been saying this for over a year. WFM may work in some positions and part of the schedule but it cant do everything.
Wasn't one of the first things that Saul said he wanted to do was update the agency's IT systems. I would assume a scanning system would be part of that. But, hey what does that kind of thing matter, as long as people still get to telework?
The vast majority of SSA employees have nothing to do with the receipt of mail or scanned documents. This report should not be used as justification to argue SSA offices should completely reopen in the face of a dangerous pandemic which is getting worse.
10:47 and it shouldnt be used as justification to stay as things are now.
I guess that teleworking is not working as well as we were told...
"SSA lacks comprehensive policies and procedures to track and return original documents—including driver’s licenses, birth certificates, passports, and naturalization documents—that customers provide as proof of eligibility for benefits or a Social Security number card."
This is horrific. Losing these key documents should be actionable with some sort of huge monetary penalty. During the pandemic, I had the nightmare experience of just trying to title a new car at the DMV. In short, it took like 3-4 visits standing in long lines lasting most of the day. I could not imagine having to get another Driver's license if the SSA lost it.
SSA needs to do way better in safely ensuring return of documents. Absolutely inexcusable. The huge backlog is worse enough.
Every issue points to lack of staffing. Those working from home aren’t able to get back end work done due to the huge call volume and appointments. New hires leaving after completing training because of the insane workloads. There aren’t enough people.. managers that help the staff out are a godsend. Those who hide behind their door counting beans should pack their bags. The agency as a whole needs to take a deep look in the mirror, reorganize and make it a decent place to work again before more people walk. Been doing this for over 15 years. When WAH first started I was amazed at how much stuff I got done. Now call volume and appointments are increasing and coworkers are leaving it feels like the roof is falling! Staff is maxed out, management is stressed to the max and the public is getting the short end of the stick. Hire more people, bring back things Saul gutted which will hopefully increase morale and retention and let’s take care of the people!
The problem with big government, as someone who spent 46 years as a cog, is that it is not big enough. Congressional and agency twits constantly issue edicts, goals, and requirements, and fail to fund the agencies. Also: many government positions lack the funding to attract talent. Of course, many businesses operate this way as well.
So this was worse than Huntington for you?
Get rid of the adm position and bring in two mail clerks
anon@3:12pm,
Exactly. Unfunded mandates, political games, you name it. Upper level management that purposely has very little understanding of the programs that they make decisions for.
They waste billions upon billions of dollars developing software, and don't spend any money towards meaningful user interface design and maximization of worker productivity. You end up with software that does what management wants, but they don't have to spend hours and hours and hours using it so it doesn't matter to them that the design sucks. And, it is always poorly designed, with more thought about generating workload management information for the management bean counter dweebs and less thought towards how much productivity is being lost because the people who use it are so unproductive.
When I was first hired almost 30 years ago, I could do a concurrent disability claim in about 50 minutes. Since they began "modernizing" SSA systems, it now takes 20+ minutes longer to take that same concurrent disability claim. Everything is web based, and it literally crawls from screen to screen (and that is when everything is working correctly). The managers seem to think they can force their poor hires to do quality work by just legislating it in software design. What they willfully fail to recognize is that a poor employee will always continue to find ways to produce poor work as long as there is no punishment for doing so, while good employees who do a good job resent being forced down to the level of the idiots....
@7:55 & 3:12
You totally nailed it! Retiree of nearly 3 decades.
When I started working in a district office in about 1982 we had multiple support staff positions. There were development clerks, data typists(forget that title), data review techs, service reps, mail clerks, even someone to answer the phones, etc. As time went on all these positions were eliminated on the basis that they weren't needed with technology improvements. OK, some weren't needed any longer, but any of those people could have been called on to help with the mail. Then they decided to eliminate service reps and made them all into claims reps. They promoted people to CR that they would never have hired to be CR's. So we're left with an office of CR's, a couple of TE's, and management. Zero clericals, zero support staff. No replacements when people leave. All part of the grand plan to copy private industry, making every employee do everything. And here we are.
@11:31
I started in 1980’s, too, and I completely agree with everything you stated. Excellent comment.
It will not change. The National Association of Social Security Managers is a blockade to any reform. Having been a member for years I can tell you they have their own agenda. Also there is a current of Trumpism in the ranks everywhere. Until trumpism is weeded out the public will never be served like they should be
Some of the Pitney Bowes machines are out of date. When I took over an office they didn't want to provide the latest machine. Also the internet connection is unstable in many offices because a signal cant get thru. Getting technicians out to fix the machines is a challenge.
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