Trump tapped Frank for SSA and IRS, Charles and his team in full distress! But Frank’s the man: the calm, seasoned CEO one of the best; The Fiserv phenom can handle any SSA and IRS test!
I'm calling it now. SSA is going to push more and more online, cut more and more staff, and give filing access to third parties, just like the IRS.
You'll be able to TurboTax file your taxes and your benefits applications, and you'll pay for the privilege. Pay more if you want it done right.
Remember when the IRS had field offices? Then they just sort of...went away. They were never "closed" formally, they just lost staff until the only person in the building was the guard. Then the lease would expire and there goes your field office.
But why do you need a field office when an attorney or a CPA or a software company can do all the same things, for a reasonable monthly subscription?
And since none of the waiting will be happening in SSA lobbies or on SSA phone line, the numbers will look soo much better! The agency will save so much money by making claimants pay exorbitant fees to third parties, AND taxes. It's genius, it's immoral, and it's what congress has been pushing SSA towards for the last decade.
Well I sure do remember when H&R Block submitted a proposal to the Grace Commission to allow them to administer Social Security...and of course they wanted to charge fees for every transaction...
Frank may be “getting things done” but he is doing so with funny numbers, breaking employees, and hurting the public.
Amazing “speed of answer” is when the bot engages. Not when actually helped but a person. “Wait for callback” is hours long. Someone choosing to wait on hold is hours long.
Getting rid of paper checks issued in the office by using debit cards issued by Fiserv (no conflict of interest there).
Solving “unscheduled leads” problem by just issuing closeout so they fall off the list rather than actually scheduling an appointment.
Moving field office CSRs from working reception to answering 800#. Therefore Claims Specialists work FO phones and reception instead of processing claims.
Getting rid of unworked items in work track by just having things not be scanned rather than not actually being worked.
The average speed of answer was a BS calculation before this Administration. However, these numbers don’t reflect that many people call, get a bot, don’t get the answer they need, and must call back to try to get to a human. Stop just focusing on volume and method of phone support. Look at the patterns, trends, and connect dots for what the volume and methods actually mean. The agency is assuming people who get automation by phone are all “helped”. But largely no. Oversight bodies and media aren’t asking the right questions or for the right data. Find out how many people call the 800# and a local office each day, and from repeat phone number. Did they get automated help but called back and either waited on hold or callback for a representative. Same if phone number calls back another day. Did someone call 800# but then a local office? How long was someone connected to a representative? These extremely brief calls are hang-ups or disconnects or other issues of no support. All of these and others are important to really understand and come to light.
The absurdity is all the Trump supporters who thought POSITIVE changes would be coming. Where are they now?
ReplyDeleteTrump tapped Frank for SSA and IRS,
ReplyDeleteCharles and his team in full distress!
But Frank’s the man: the calm, seasoned CEO one of the best;
The Fiserv phenom can handle any SSA and IRS test!
I'm calling it now. SSA is going to push more and more online, cut more and more staff, and give filing access to third parties, just like the IRS.
ReplyDeleteYou'll be able to TurboTax file your taxes and your benefits applications, and you'll pay for the privilege. Pay more if you want it done right.
Remember when the IRS had field offices? Then they just sort of...went away. They were never "closed" formally, they just lost staff until the only person in the building was the guard. Then the lease would expire and there goes your field office.
But why do you need a field office when an attorney or a CPA or a software company can do all the same things, for a reasonable monthly subscription?
And since none of the waiting will be happening in SSA lobbies or on SSA phone line, the numbers will look soo much better! The agency will save so much money by making claimants pay exorbitant fees to third parties, AND taxes. It's genius, it's immoral, and it's what congress has been pushing SSA towards for the last decade.
I wish I could say I disagree with you, but this does seem to be the direction that SSA is headed.
DeleteWell I sure do remember when H&R Block submitted a proposal to the Grace Commission to allow them to administer Social Security...and of course they wanted to charge fees for every transaction...
DeleteIt definitely feels like FO days are numbered. Skeleton crews everywhere doesn't get the job done
ReplyDeleteWhy not merge them? It’s absurd and insane but so is this administration!
ReplyDeleteFrank may be “getting things done” but he is doing so with funny numbers, breaking employees, and hurting the public.
ReplyDeleteAmazing “speed of answer” is when the bot engages. Not when actually helped but a person. “Wait for callback” is hours long. Someone choosing to wait on hold is hours long.
Getting rid of paper checks issued in the office by using debit cards issued by Fiserv (no conflict of interest there).
Solving “unscheduled leads” problem by just issuing closeout so they fall off the list rather than actually scheduling an appointment.
Moving field office CSRs from working reception to answering 800#. Therefore Claims Specialists work FO phones and reception instead of processing claims.
Getting rid of unworked items in work track by just having things not be scanned rather than not actually being worked.
There is nothing new in anything you present. This has all been going on for the last 15 years. It's just business as usual.
DeleteThe average speed of answer was a BS calculation before this Administration. However, these numbers don’t reflect that many people call, get a bot, don’t get the answer they need, and must call back to try to get to a human. Stop just focusing on volume and method of phone support. Look at the patterns, trends, and connect dots for what the volume and methods actually mean. The agency is assuming people who get automation by phone are all “helped”. But largely no. Oversight bodies and media aren’t asking the right questions or for the right data. Find out how many people call the 800# and a local office each day, and from repeat phone number. Did they get automated help but called back and either waited on hold or callback for a representative. Same if phone number calls back another day. Did someone call 800# but then a local office? How long was someone connected to a representative? These extremely brief calls are hang-ups or disconnects or other issues of no support. All of these and others are important to really understand and come to light.
ReplyDelete