A Las Vegas television station did its own checking on call wait times at Social Security and concludes that the 18.5 minute call wait time that the Social Security Administration is giving out is "wildly optimistic."
I think this needs a Office of Inspector General investigation.
11 comments:
I think this needs a Office of Inspector General investigation.
Charles, are you getting enough sleep? The clown in the White House has fired them all and are now replaced by supporters.
We get it. Frank lied. But those of us who answer calls are working hard and don’t deserve to be fodder for the media.
Things at SSA are not getting any better. It is not a reach to say the agency is no longer internally functional. What has been done to the experienced employees, systems and organization was outright criminal! You can't say it is a part of a privatization plan. The privatization plan is to get a hold on the trust fund monies and not get involved with the nuts and bolts of a screwed up administering organization. Wall Street wants the money, not the expenses to administer the system. Like it or not, the only solution is to return to the organizational structure as it existed before DOGE and Leland destroyed it. We need the 10 Regional Offices and HQ components and the specialized support they provided. Hopefully, they can get most of the reassigned specialists to return and at least get case processing back to pre-DOGE/Leland levels - noting those levels were much better than what is currently being provided and the downward direction of future levels. Once the organization is restored, then you can look at finding efficiencies one thoughtful step at a time.
There's a lot of truth in the "there are lies, damn lies, and statistics" saying. This is more true as this administration deletes and cherry picks data. Leyland at least posted usable and accurate performance
data. Sad days.
Career employee here. It’s actually pretty simple: You don’t understand the data. Ninety percent of the calls handled on the 800 Number are served either by automated self-service or callback. Those who choose to hold comprise the rest. If you consider the zero hold time for the callbacks—the experience of the vast majority of callers who speak to a representative—the average speed of answer is around 18 minutes. But, if you want to criticize the agency and its workforce, you ignore the experience of the vast majority of callers and focus on the hold time for the 1 in 10 who choose to hold.
How long does it take for the average callback? Wouldn’t that figure be more indicative of speed of service?
💯%. Hopefully the dems can unwind this nonsense at some point.
This soliloquy falls under the alternative facts talking points that this administration has mastered.
Right on! Bring back what was working. Return the organization structure now. We need their expertise. If they don't fix it now, then there is no hope of MAGA winning the next election..
@1:51. That is true. Averages matter and those 0-waits significantly help offset the 2-hours. My thought though. These people really didn’t “wait on hold”. Break out the metrics. Only average the calls that actually wait on hold. The rest of the calls should have “delay for callback”. Make that its own metric. That would be a more genuine and accurate number.
In the FO we have appointment waiting time and non-appointment waiting time. It would be disingenuous to start lumping those together. The person in and out in 4-minutes because they had an appointment certainly would skew the results of the others who waited 30-40 minutes.
So here’s the inevitable move. The 800 Number makes ALL calls callback only. No waiting on hold alllowed. That way you can say the average speed of answer is 0.
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