SSA Benefit Estimate Statements: Additional Data Needed to Improve Workload Management
HEHS-97-101
Published: May 20, 1997. Publicly Released: May 20, 1997.
Skip to Highlights
Highlights
Pursuant to a congressional request, GAO reviewed the Personal Earnings and Benefits Estimate Statements (PEBES) impact on the Social Security Administration's (SSA) work, focusing on how well SSA has prepared for the increasing workload resulting from implementing the PEBES requirements and whether SSA's PEBES management and performance could be improved.
Recommendations
Recommendations for Executive Action
| Agency Affected | Recommendation | Status |
|---|---|---|
| Social Security Administration | To better manage the PEBES initiative, SSA should systematically collect more detailed feedback from the workers who deal directly with the public on the number of and reasons for PEBES inquiries and more detailed information on the number of earnings corrections specifically linked to the PEBES mailings. |
Closed – Not Implemented
SSA disagreed with this recommendation, stating that it believes it is already collecting sufficient information to monitor and manage its PEBES workload. Despite this, for several months in 1997, SSA collected more detailed information about the PEBES-related questions asked of SSA telephone representatives. In the fall of 1998, however, the toll free number specifically used for PEBES calls was merged with SSA's national toll free number. As a result, the systems previously used for collecting specific information related to PEBES inquiries are no longer in place.
|
Full Report
Office of Public Affairs
Topics
Customer serviceFederal social security programsPublic relationsRetirement benefitsSocial security benefitsTelephonesWritten communicationBudget reconciliationSocial security programsDisability benefits