From Customer Wait Times in the Social Security Administration’s Field Offices and Card Centers, a report by Social Security's Office of Inspector General:
From Customer Wait Times in the Social Security Administration’s Field Offices and Card Centers, a report by Social Security's Office of Inspector General:
I think SSA employees should get a well deserved week off for doing such a great job…. wait!
ReplyDeleteThe wait times are not accurate since the clock starts ticking when an individual checks in. Management at times will have the public wait outside the office if they believe the office is too crowded. It’s important to note that management is evaluated by wait times since headquarters looks at these numbers closely.
ReplyDeleteThe Agency cares more about the FOs answering the GI lines than quickly serving customers who physically visit the FO. Makes sense.
ReplyDelete@1232 Management can make the public wait to check in to make the in office wait times look better. They can't do that with phones. They can't have too many unanswered calls.
DeleteWait times used to matter. Now the focus is only on phones. It’s the same people. Problem is those who call the FO have another option (800#). Those who walk-in chose to come. We should continue to focus on them. But instead we are asked to pull from reception to help phone.
ReplyDeleteYeah, those same people that come in expect to see a person face to face. With telework, they are sometimes being pushed to talk to someone at home on the phone or by vsd video. Nasty.
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