From Yahoo!Finance:
The Social Security Administration has reported significant improvements in how it serves the public. According to its latest performance metrics Americans have collectively saved an estimated 43 million hours over the past year due to faster service and expanded access across online, phone, and in-person channels. …
From USA Today:
… Over the last several weeks, the agency has stopped making public 34 real-time performance metrics about things like how long they will have to wait to reach a live person on the phone, and how long applications for new senior benefits or social security benefits take to be approved. The metrics have been used for years to show how time-consuming it can be to reach a live person at certain locations or through the national 1-800 number, and as an accountability measure for the agency.
Instead the webpage now emphasizes how quickly problems can be resolved online, and says the "average speed of answer," which excludes callback wait time, is 19.2 minutes.
USA TODAY reporters called Social Security's 1-800 line multiple times over several days and found the wait times to be consistently over an hour. Multiple times they did not reach a live person before the line disconnected with no warning. …
Concerned that the information now available on the website didn't match what her staff was hearing from constituents, Massachusetts Sen. Elizabeth Warren's staff began conducting its own test of the 1-800 number, making hourly phone calls from June 12 through June 20.
In a letter Warren sent to Bisignano late on June 25, she called the results of her office survey "deeply troubling." Compared to the number available online, wait times averaged nearly an hour and 45 minutes and often exceeded three hours.
Data from the office survey showed that in 50 calls, more than 50% were never answered by a human. The majority ended when the caller was placed on hold and then the call dropped.
Of calls that were answered, 32% had wait times exceeding two hours. The average wait time was 102 minutes. …
Jen Burdick, supervising attorney at Community Legal Services of Philadelphia, said they haven't seen a reduction in call times.
"Social Security attorneys and paralegals from our office call SSA dozens of times every day. We are uniformly finding that we can't get placed into the queue, either because of system outages, phone disconnects, or AI chatbot issues. When we do get put into the queue, wait times seem to be up from last year ‒ sometimes more than an hour. …
I’m fully expecting no further Congressional hearings on Social Security in this Congress but Commissioner Bisignano could still be subpoenaed to testify about this issue before a Social Security Subcommittee controlled by Democrats in 2027 even if he’s no longer Commissioner.
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From Social Security. Note they still refer to it as ODAR. How many years has it been since that name was changed? Has the overtime now ended at OHO?:
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| From Social Security. Click on image to view full size |
Notice that unless more Administrative Law Judges (ALJs) are hired we will be below 1,000 ALJs in a few months. At one point, there were almost 2,000 ALJs at Social Security.
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From a recently released report. Click on image to view full size. The full report breaks it down by state and region.
A statistical report from Social Security on performance at its Office of Hearings Operations:
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A statistical report from Social Security on performance at its Office of Hearings Operations:
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