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| Photo taken on May 7 outside Raleigh FO |
... In February and March 2023, we visited 76 FOs [Field Offices] and SSCCs [Social Security Card Centers]. During these visits, we observed customer wait times and interviewed office management regarding best practices for reducing customer wait times. We also interviewed SSA staff to determine Agency initiatives to enhance the customer experience and reduce wait times.
During our office visits, we observed the wait times of customers throughout their visit for services. For the 76 FOs and SSCCs we visited, we observed the average wait time for customers before check-in ranged from 5 to 12 minutes, depending on the method of check-in. The check-in method(s) used varied, based on management’s discretion. Once checked in, customers waited an average of 32 to 45 minutes to receive services. We do not assert, and the reader should not infer, that our observations during our visits represent all SSA offices. ...
Why did it take more than a year after the data was collected for OIG to issue a report?
The bigger question Is why OIG has not done more reporting on the agency. There is more than enough material to investigate.
ReplyDeleteSo, essentially, you can see someone sooner if you show up at the office than if you call on the phone.
ReplyDeleteGood to know