A post on this blog on June 9, 2020:
The Social Security Advisory Board (SSAB) has issued a brief report recommending that the Social Security Administration "use evidence-based measures to evaluate access to agency services" which isn't the most exciting recommendation you'll find even in the context of government advisory board reports. There's another more complete report which adds detail. However, the brief report includes this chart which I think is far more interesting than the text in either report. (Click on the image to view full size.)
What I get from this is that the dramatic increase in internet services provided by the Social Security Administration has had almost no effect upon the demand for services provided in person or over the telephone.
The idea that Social Security can wean the public off personal service so that in the future the public will just deal with the agency through its online services is bunk. There's no reason to expect that's ever going to work. By all means, provide online services but don't expect that online services will ever replace field offices and telephone service.
2 comments:
"Each online transaction is counted independently, whereas each field office visit or 800 number call is counted once, regardless of the number of transactions."
So these data aren't correct. Not only that, why are FO calls also not included in the data?
Once could extrapolate from this data that yes, online transactions are going up, and millions of more beneficiaries are entering the system every year. However, what is shown is that call/visit volume is "staying the same." Meaning, the overall percentage of calls/vists against total beneficiaries is actually declining, but the data is not true because it's not the true (accurate) data for visits/phone calls.
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