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... The Social Security Administration (SSA), for example, reported that it faced challenges transitioning the work of its call center operators to a telework environment. According to SSA, nearly 4,000 of its customer call center agents did not telework prior to the COVID-19 pandemic. SSA explained that it was in the initial stages of replacing its telephone infrastructure at the onset of the pandemic and the transition to maximum telework required the agency to re-engineer the way it used current technology to provide all customer call center agents the ability to answer calls until its new agency-wide telephone system could be installed. When SSA transitioned to maximum telework in March 2020, the agency said it had enough equipment for only about one-third of these agents to perform their duties while teleworking.
SSA officials told us that call center agents without remote equipment were placed on administrative leave or weather and safety leave. Additionally, it took a couple of weeks for the agency to provide the customer call center agents on leave with the essential equipment that allowed them to telework. However, SSA officials reported that internet connectivity issues created challenges for employees receiving calls on its 800-customer service number. As a result, SSA operated with a limited number of employees available to respond to the 800 number calls from the public. This resulted in longer-than-normal call-wait times. SSA officials said that by June 2020, they had equipped employees with necessary technology to answer the increasing number of calls while teleworking.
SSA’s Office of the Inspector General reported that only 27 percent of teleservice center employees were answering calls on the national 800-number in mid-March of 2020. As of October 2020, according to the report, nearly all call center employees were answering calls, with approximately 1 percent on weather and safety leave who were unable to answer calls remotely due to internet connectivity issues. The report also stated that while SSA reduced the amount of callers receiving a busy message, this was partially enabled by reducing hours for the national 800-number. ...
ReplyDeleteThe backlogs and call waiting times are probably less with telework, rather than without it. Teleworking employees have higher morale and use less leave.
Increases in backlogs and waiting times are due to cuts in funding: new hires and return of overtime are needed.
I have represented claimants for 40 years. It is a shame what the Republicans have done to Social Security - too often with the complicity of the Democrats. SSA needs more administrative funds NOW!
ReplyDeleteI find it interesting that the claims processing branch of VA performed quite well under maximum telework, even reducing claim backlogs. What's the difference compared to SSA? I don't blame Congress or funding issues. In my experience as a former SSA adjudication drone I would lay the blame squarely on incompetent management. And, in case it's otherwise a secret, the need to use OT funds in the context of a federal program with bargaining unit employees is a massive indication of incompetence in management.
ReplyDeleteThis what happens when Democrats and liberals live in fear and overreact, mandating everyone to quarantine and not go to work to serve our public citizenry. So much for overcoming barriers to disadvantaged communities...
ReplyDeleteI'm seriously doubting the accuracy of this chart. SBA was 100% remote for the pandemic. DOJ had a max telework posture. During the pandemic, SSA was evacuated and thus not "teleworking." For example, you didn't need an approved telework agreement to work at home. It was mandated. I wonder if this chart is not capturing that reality.
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ReplyDeleteLast I checked old Donnie boy was in charge in March 2020. Stop your incorrect rant which you know nothing about.
@11:32
ReplyDeleteYep, that damned liberal and his political appointees in charge of the executive branch in March 2020 ruined everything.
I know one person who does claims processing for VA and they were teleworking 3 days a week before the pandemic. They did not have to scramble to get equipment or set up processes for telework that never existed to the same degree DDS had to. I am sure rolling out DCPS just before and during the pandemic didn't help things either.
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