Rerouting Calls To Distant Field Offices Doesn't Help Unless You View Providing Service As Only A PR Problem

     From National Public Radio (which is still a thing):

Phone calls to local Social Security offices are currently being rerouted to other field offices — often to staff who don't have jurisdiction over the caller's case, employees say.

Disability advocates and experts warn this is making it harder for people to get help. ...

In a statement to NPR, a spokesperson for the agency said that "the goal of the phone sharing system is to enhance customer service by reducing wait times and addressing customer needs at the first point of contact. ... 

But Angela Digeronimo, a claims specialist in Woodbridge, N.J., and president of a union that represents employees at 25 offices in the state, told NPR this new system creates a "hit or miss" situation for people calling in to their local office.

Digeronimo said the intention of this change "may have been to not have callers waiting," which is a good thing. But in practice, she said, it delays getting an issue sorted if a caller is rerouted to a local office that can't actually fix their problem.

"If it's someone else's office, the jurisdiction is someone else's," she said. "You can't take action on it because your office does not have the ability to clear that claim. You have to refer it over to the servicing office, which is what the member of the public thought they were doing. So, it gets a little bit cumbersome." ...

 

Senator Warren Isn’t Done

      From The Hill:

Sen. Elizabeth Warren (D-Mass.) is asking Social Security Administration (SSA) Commissioner Frank Bisignano to provide additional information about the wait times for phone calls, amid reports of discrepancies in data.

In a letter sent Sunday evening to Bisignano, provided exclusively to The Hill, Warren followed up on her meeting with the SSA chief last Wednesday, when, the senator said, she secured a commitment from Bisignano “that SSA would undergo a public audit by the Inspector General regarding your phone call wait time data reporting and that you would publish additional wait time data.” …

She asked Bisignano to provide data by Aug. 11, including on the total number of calls received; details about the calls taken by an artificial intelligence tool — including the percentage of calls dropped, transferred, or ended without resolving the issue; the same details about the calls taken by a human customer service representative. …

Does He Even Bother To Reply?

      Democratic Senators Wyden and Warren have written the Commissioner of Social Security asking for answers about the sudden reassignments of front line agency employees to answering 1-800 phone calls at about the same time that many metrics of agency functioning have been removed from public view. 

Robbing Peter To Pay Paul

    From Government Executive:

In recent days, the Social Security Administration and its newly confirmed commissioner Frank Bisignano have celebrated “key milestones” in its quest to improve customer service, citing its implementation of the Social Security Fairness Act and addition of new automated service lanes on the agency’s 1-800 number and website. …

But workers at the agency say that as the agency shrinks by an aspired 7,000 workers this fiscal year, management is simultaneously scrambling to triage escalating workloads, causing a communications whiplash akin to being “gaslit,” one said. …

Beginning last week, the agency involuntarily reassigned 500 field office customer support representatives to handle calls to the 1-800 number indefinitely and without notice. By Tuesday, that number had risen to 1,000 reassignments. …

They’re robbing Peter to pay Paul,” [said the leader of the union that represents most Social Security employees].“And it really invalidates [Bisignano’s] whole theory and vision that SSA doesn’t need any more staff and that AI—or other technology—will solve the customer service problems at the agency and on the 1-800 number.” … 

Bisignano’s email to staff on Monday included an additional bit of news: performance bonuses will be distributed next month. Though Bisignano said he “directed” their distribution, the bonuses were originally slated to go out earlier this year but were delayed during the tenure of then-acting Commissioner Leland Dudek. …

Service Is Just Getting Better And Better!

      From a press release:

 Social Security Administration (SSA) today announced significant progress in its ongoing efforts to improve customer service while handling record transaction volumes. Key milestones include:

• Completing over 3.1 million payments to all who were entitled under the Social Security Fairness Act (SSFA) five months ahead of schedule
• Continuing to upgrade SSA’s telephone technology nationwide, deploying the platform to 841 field offices, representing 70 percent of field offices nationwide
• Reducing the average speed of answer (ASA) on the 800 Number to 13 minutes, a 35 percent reduction compared to this time last year and over a 50 percent reduction compared to last year’s annual average
• Optimizing technology on the 800 Number so that 90 percent of calls handled are now served via automated self-service options or convenient callbacks, minimizing hold times
• Implementing a new service model in field offices that has reduced wait times about 10 percent for all customers year-over-year
• Decreasing the initial disability claims backlog by 25 percent, from a record high of 1.2 million cases pending last summer to 950,000 cases pending today
• Achieving a historic low of approximately 276,000 disability hearings pending, with customers experiencing wait times 60 days shorter than last summer
• Upgrading the my Social Security online portal to provide uninterrupted, 24/7 access to customers starting mid-July …

Playing Games With Stats Doesn’t Answer The Phone

      From the Philadelphia Inquirer:

For a “real lesson in torture,” try calling your local Social Security Administration office with a question.

That’s what Marcia Chestnut, a 62-year-old former housekeeper from Philadelphia, sardonically suggests.

In February, Chestnut — who lives with various disabilities — received a notice from the SSA saying her benefits would be cut off by April.

To find out why, Chestnut phoned her local SSA office every weekday for two months. She’d get put on hold for four hours or longer, then the calls would be disconnected.

“Live people don’t answer,” she said. “You’re not getting anybody who’ll talk to you.” …

We spend a lot of time calling Social Security offices on people’s behalf — sometimes 15 times a day,“ [a local advocate] said. ”We’re on hold for hours, then get AI bots spewing random information you never asked for before hanging up. …

Another Data Point Suggesting That The Average Call Wait Time That Social Security Is Giving Out Is Wildly Optimistic

     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. 

Can We Trust Social Security’s Numbers?

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. 

LOL: “Bisignano Coming To Dislike DOGE.” AI Not Ready For Prime Time. Who Could Have Predicted?

       From the Washington Post:

The U.S. DOGE Service arrived at the Social Security Administration this year determined to slash staff and root out what it claimed was widespread fraud and wasteful spending — a mission Elon Musk’s cost-cutting team has pursued across the government.
But as of this week, many of the major changes DOGE pushed at Social Security have been abandoned or are being reversed after proving ineffective, while others are yielding unintended consequences and badly damaging customer service and satisfaction. The problems come as the agency struggles to cope with a record surge of hundreds of thousands of retirement claims in recent months. …

Social Security is poorly positioned to handle the influx [of new retirement claims], according to several staffers, as well as records obtained by The Post. Thousands of employees have taken the Trump administration’s early resignation offer or its early retirement offer, depleting the workforce and leaving some offices wholly bereft of staff, emails show. A DOGE-led move to slash staffing levels spurred many senior administrators scared of getting fired to accept reassignment to lower-level field office positions, slowing claims processing further as those employees are trained, according to employees and records. …

Bisignano is coming to dislike DOGE and hopes to minimize the team’s influence, the officials said. Another official, however, said Bisignano wants to “partner” with DOGE. …

DOGE staffers came to Social Security vowing to end fraudulent claims filed by scammers and grifters, and convinced that much of that activity was perpetrated over the phone, The Post previously reported. Career staff attempted to explain that wasn’t true, but to no avail, according to three current and former employees familiar with the matter. DOGE proposed ending phone service for retirement and disability claims, then narrowed its proposal after backlash from older claims recipients, advocates and lawmakers — then abandoned the idea.
Staff on the IT side developed a solution they hoped would pacify DOGE: A three-day hold on phone calls to allow extra checking for fraud, the employees said. Everyone, from rank-and-file career staff up to Dudek, knew the phone fraud check was not needed, the employees said. But they did it anyway.
“People lacked the fortitude to tell DOGE there was no fraud because they were afraid to lose their jobs,” one former high-ranking official said, referring specifically to claims filed by telephone. “They knew there was no fraud.” …

When a Post reporter called the [agency]phone line Friday afternoon, it took eight attempts to get transferred to an agent. The AI bot asked the reporter several times to end the call and gave unrelated information about a cost-of-living adjustment, Medicare Part B’s premium and benefits available to people after the retirement age.

OIG Criticizes SSA Contract With Verizon

     Social Security's Office of Inspector General (OIG) has a good deal of criticism for the agency's $160 million contract with Verizon for an updated telephone system. Things worked out poorly and OIG blames the inability to get Verizon to make things work on lack of performance standards in the agency's contract with Verizon.

I Wonder What Happened

 

Change Of Plans

      From the Washington Post:

The Social Security Administration late Wednesday abandoned plans it was considering to end phone service for millions of Americans filing retirement and disability claims after The Washington Post reported that Elon Musk’s U.S. DOGE Service team was weighing the change to root out alleged fraud.
The shift would have directed elderly and disabled people to rely on the internet and in-person field offices to process their claims, curtailing a service that 73 million Americans have relied on for decades to access earned government benefits.
However, Social Security and White House officials said the administration will still move ahead with another far more limited element of the original proposal: Customers will no longer be able to change a direct deposit routing number or other bank information by phone.

DOGE Plans To Cut Telephone Service

      From the Washington Post:

Under pressure from the U.S. DOGE Service team to root out alleged fraud, the Social Security Administration is considering dramatically curtailing the phone services that 73 million retired and disabled Americans rely on to apply for and access their earned government benefits, according to two people briefed on internal deliberations and records obtained by The Washington Post. 

Social Security leadership is now considering a proposal to end telephone service for claims processing and direct-deposit bank account transactions, instead directing elderly and disabled people to the internet and in-person field offices, according to one of the people and the records. The change would disrupt Social Security’s internal operations and threaten its ability to serve the public, current and former officials warned, just as DOGE is targeting the agency for across-the-board staff cuts of more than 12 percent. They also noted that the agency’s toll-free number is a mainstay for older customers who do not have online access or who have trouble navigating the internet. …

There's Enough Damn Problems Without This Crap!

@OMalleySSA [a tweet from the Commissioner]

SSA 800 # was slammed on June 3. Over 463,000 calls -- 140k more calls than a few days earlier. Why? In part because of a bogus news story about a $600 payment increase. This is FALSE: No COLA until January 2025. Big thanks to all SSA staff who helped customers with this rumor.

Does This Make You Feel Better?

     I don't know whether this will make the U.S. Social Security Administration feel any better about its own telephone service but it sounds like they're having similar problems in the United Kingdom, although I may have to explain that the entity that I'm linking to, Rightsnet, is a U.K. organization of people involved in helping those with social security problems in that nation. The image to the left mentions the two main types of social security disability benefits in the U.K.

It's Taking Longer And Longer To Get Through To Social Security On The Phone

     From an article in the Daily Mail:

Tidbits On The 800 Number And Overpayments

     WPXI, a television station in Pittsburgh, has been covering Social Security's overpayment problems. Here's some excerpts from a recent story they've run:

... We sat down with the new Commissioner of the Social Security Administration, Martin O’Malley. ...

One of the most significant changes went into effect last Monday. It ensures anyone facing a new overpayment has at most,10 percent of their check withheld to recoup overpayment debt, not the 100-percent claw back the agency had been using; however, for the millions of people already facing overpayments, it’s not automatic. Due to staffing challenges, the solution is for beneficiaries to request a waiver or an adjustment by calling 1-800-772-1213. ...

11 Investigates decided to try that 1-800 number. The wait time when we called it was ‘greater than 60 minutes.’ We didn’t clog up the line by waiting to talk to a representative, but we did notice you can now request a call back instead of waiting on hold. ...

Commissioner O’Malley says you can file a waiver as many times as you want. If a beneficiary requests a rate lower than 10 percent to be withheld to recoup overpayment debt, it will be approved if the money can be repaid within 60 months or five years.  ...

    I had not heard about a call back feature for Social Security's 800 number. That might be an improvement. What experiences are others having with this?

    My guess is that the reporter misunderstood O'Malley or that the Commissioner misspoke about filing waiver requests as often as one likes. That requires clarification.

"We Will Need Sufficient And Sustained Funding"

     From The Sacramento Bee:

Trying to get through to Social Security on its 800 number? Be very, very patient. Wait times have been averaging roughly 35 minutes. In September, the latest data available, the average time on hold was 34.7 minutes. The shortest average wait so far this year came in May, 28.8 minutes. The longest was in March, 39.8 minutes. ...

Reps. Ken Calvert, R-Corona, and Henry Cuellar, D-Texas, have introduced the “Stuck on Hold Act,” which would require the Social Security Administration and Department of Veterans Affairs, which has also experienced customer service issues, to tell callers the estimated wait times. If the wait is longer than 15 minutes, the agency would give the consumer the option of receiving an automated call back when it is their turn in line. The agencies would have up to a year to put the new system into effect. ...

At Social Security, “We are doing what we can to improve phone service,” said Darren Lutz, an agency spokesman, who cited the hiring of new phone agents ... . The agency has moved to a new phone system, which Lutz said “allows us to receive more calls and provides callers with estimated wait times, and will soon provide an option for some callers to receive a call back instead of waiting in a queue. “ Social Security plans more improvements, he said, though ”to improve our phone service we will need sufficient and sustained funding.“ ...

Speech Analytics Technology In Use At SSA

     Social Security's Office of Inspector General (OIG) has issued a report on Controls over the Social Security Administration’s National 800-number Service During the COVID-19 Pandemic. It should surprise no one that the controls started off rough and got better with time. What I found interesting is information about a method the agency is using to evaluate telephone service:

... Speech analytics is a method, separate from service observation, designed to improve the efficiency and quality of service 800-number employees provide to the public. SSA’s speech analytics technology, which it began using in April 2017, converts recorded 800-number calls to a text format. SSA uses it to pinpoint patterns for further research and analysis via manual process. Employees in the Office of Customer Service and/or teleservice centers apply such criteria as words, phrases, or duration of calls to search the converted text to identify calls that should be referred to regional management for further evaluation. Calls can be identified through speech analytics based on the use of derogatory terms, a disconnected call that did not assist callers, and employees not responding to callers during the call. ...

Dropped Calls

    From The Social Security Administration’s Telephone Service Disruptions, a report by Social Security's Office of Inspector General (OIG):