Customer service (1 - 8 of 8 items) in Custom Date Range
Telecommunications: Preliminary Observations about Consumer Satisfaction and Problems with Wireless Phone Service and FCC's Efforts to Assist Consumers with Complaints
GAO-09-800T: Published: Jun 17, 2009. Publicly Released: Jun 17, 2009.
The use of wireless phone service in the United States has risen dramatically over the last 20 years, with an estimated 270 million subscribers as of December 2008. Americans increasingly rely on wireless phones as their primary or sole means of telephone communication. Concerns have been raised in recent years about the quality of this service, including specific concerns about billing and carrie...
Telecommunications: Federal and State Universal Service Programs and Challenges to Funding
GAO-02-187: Published: Feb 4, 2002. Publicly Released: Feb 11, 2002.
"Universal service" means providing residential customers with affordable, nationwide access to basic phone service. The Telecommunications Act of 1996 extended support for universal service to eligible schools, libraries, and rural health care providers. Universal service programs are generally funded by mandatory contributions from telecommunications companies. New technologies, however, are put...
Telecommunications: Issues Related to Local Telephone Service
RCED-00-237: Published: Aug 31, 2000. Publicly Released: Aug 31, 2000.
Pursuant to a congressional request, GAO provided information on developments in the local telephone service market, focusing on the: (1) number of rural access lines that have been sold since the Telecommunications Act's passage by large incumbent local exchange carriers (ILEC); (2) development of digital subscriber line (DSL) technology and the basis for variations in its rate of deployment; and...
Social Security: Telephone Access Enhanced at Field Offices Under Demonstration Project
HEHS-96-70: Published: Feb 23, 1996. Publicly Released: Feb 23, 1996.
Pursuant to a legislative requirement, GAO reviewed the Social Security Administration's (SSA) telephone access demonstration project.GAO found that: (1) under one of the two telephone demonstration project configurations tested, telephone access improved significantly, busy-signal rates dropped, and the number of callers reaching SSA improved; (2) although improvements were statistically signific...
Social Security: Telephone Busy Signal Rates at Local SSA Field Offices
HRD-93-49: Published: Mar 4, 1993. Publicly Released: Mar 26, 1993.
Pursuant to a congressional request, GAO reviewed the Social Security Administration's (SSA) local office telephone busy signal rates to determine how readily callers can reach SSA offices that restored local telephone service.GAO found that: (1) overall, the busy signal rate was 47.3 percent for 834 SSA offices; (2) there was little variation by day of the week or time of day; (3) offices that re...
Social Security: Measure of Telephone Service Accuracy Can Be Improved
HRD-91-69: Published: Aug 30, 1991. Publicly Released: Sep 30, 1991.
Pursuant to a congressional request, GAO evaluated the accuracy of information provided to the public through the Social Security Administration's (SSA) toll-free telephone service.GAO found that: (1) SSA telephone service study results were unreliable, since its study guidelines did not establish clear criteria for evaluating response accuracy and SSA did not record the telephone conversations sa...
Social Security: Telephone Access to Local Field Offices
HRD-91-112: Published: Sep 13, 1991. Publicly Released: Sep 19, 1991.
Pursuant to a legislative requirement, GAO provided information on the: (1) changes in the number of available telephone lines and staffing at certain Social Security Administration (SSA) offices between September 1989 and May 1991; and (2) status of SSA actions to implement the Omnibus Budget Reconciliation Act of 1990 (OBRA) which requires SSA to maintain the public's telephone access to local o...
Social Security: Restoration of Telephone Access to Local SSA Offices
HRD-91-76FS: Published: Mar 5, 1991. Publicly Released: Apr 4, 1991.
Pursuant to a legislative requirement, GAO provided information on the Social Security Administration's (SSA): (1) policy for directing the public to either the nationwide toll-free telephone service or to local field offices; (2) plans for publishing local office telephone numbers and addresses; (3) changes in available telephone lines and equipment since September 1989; and (4) staffing levels f...