Social Security:

Staff Reductions and Service Quality

HRD-89-106BR: Published: Jun 16, 1989. Publicly Released: Jun 26, 1989.

Additional Materials:

Contact:

Office of Public Affairs
(202) 512-4800
youngc1@gao.gov

Pursuant to a congressional request, GAO reviewed issues related to the Social Security Administration's (SSA) quality of service, focusing on: (1) SSA employee morale; (2) SSA processing of its post-entitlement work loads; (3) the nature and extent of SSA public information activities; and (4) the new SSA methodology for measuring waiting times in its field offices.

GAO found that: (1) surveys have identified morale as a persistent problem at SSA, and employees and managers attributed the low morale primarily to staff reductions; (2) available information suggests that job satisfaction at SSA may be lower than at most major federal agencies; (3) in 1988, SSA field offices rated SSA timeliness in processing post-entitlement work loads lower than most other field office services, but data indicated that SSA performance was stable from fiscal years 1984 through 1988; (4) the amount of time and resources devoted to public information activities at SSA field offices has declined since 1984; and (5) the new SSA method for measuring waiting times provided a more complete measure than the old method, appeared to reduce the incentive for field offices to manipulate the study results, and was less of an administrative burden.

Aug 24, 2017

Jul 20, 2017

Apr 24, 2017

Dec 20, 2016

Nov 21, 2016

Sep 14, 2016

Sep 8, 2016

May 5, 2016

Apr 13, 2016

Looking for more? Browse all our products here