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Social Security: Measure of Telephone Service Accuracy Can Be Improved

HRD-91-69 Published: Aug 30, 1991. Publicly Released: Sep 30, 1991.
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Highlights

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.

Recommendations

Recommendations for Executive Action

Agency Affected Recommendation Status
Social Security Administration To strengthen the SSA methodology for measuring the accuracy of telephone responses, the Commissioner of Social Security should seek General Services Administration approval to record the phone calls it monitors for purposes of assessing the quality of its phone service and evaluating its assessment process. Such recording should take place under strict controls and procedures that protect the public's interest and include the following restrictions as a minimum: (1) recording should be limited to the minimum calls necessary to monitor the quality of service to the public; (2) the caller should be informed that his or her call may be recorded for service monitoring purposes and be given the option to hang up; (3) the recorded information should be properly safeguarded, with access limited to necessary persons; (4) any individual identifying information should be erased from the recording immediately after the assessment is complete; and (5) no written or other records should be kept that would identify the caller so that no records would exist that could be accessed by using individual identifying information.
Closed – Not Implemented
SSA has not pursued, and does not plan to pursue, with GSA the possibility of recording telephone calls with the public for monitoring purposes. It does not believe recording these calls is necessary.
Social Security Administration The Commissioner of Social Security should fully disclose to Congress the results of SSA accuracy studies, including reporting on the extent of service errors as well as payment errors.
Closed – Implemented
SSA's FY 1992 Annual Financial Statement reported information from its revised 800 Number Service Evaluation Monitoring Study. The information included details on the extent of payment and service errors.
Social Security Administration The Commissioner of Social Security should develop a methodology for assessing the accuracy of phone service provided by local SSA field office personnel.
Closed – Implemented
A pilot study on monitoring field office telephone accuracy was completed and a report of findings forwarded on May 19, 1995. With completion of this study, implementation of an ongoing system is under way.

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Topics

Customer serviceEvaluation methodsFederal social security programsMonitoringTelephonesData errorsVeteransHealth careBudget reconciliationRight of privacy