Social Security:
Views of Agency Personnel on Service Quality and Staff Reductions
HRD-89-37BR: Published: Feb 10, 1989. Publicly Released: Feb 15, 1989.
Additional Materials:
- Full Report:
Contact:
In response to a congressional request, GAO surveyed Social Security Administration (SSA) personnel on the quality of SSA service to the public and the impact of staff reductions on morale, and compared the results with a previous GAO survey.
GAO found that: (1) the percentage of field office managers and employees that perceived a decline in SSA service, performance, and morale increased; (2) managers and employees cited staff reductions as the primary reason for the decline; (3) although they perceived service quality as declining, most managers and employees viewed the current quality of many specific services as good, citing courtesy, explanation clarity, and thoroughness in claims development; (4) chief administrative law judges and their employees viewed the performance of SSA hearing offices as improved; and (5) field office managers and employees viewed SSA teleclaim and appointment initiatives favorably because they provided additional service options for the public and promoted efficiency. GAO also found that: (1) two prior surveys showed that clients were generally satisfied with SSA service and that SSA performance was generally stable; and (2) SSA held management forums in its regional offices to address employee concerns and solicit managers' views about better management of staff reductions over the next 2 years.
Mar 2, 2021
-
High-Risk Series:
Dedicated Leadership Needed to Address Limited Progress in Most High-Risk AreasGAO-21-119SP: Published: Mar 2, 2021. Publicly Released: Mar 2, 2021. -
High-Risk Series:
Dedicated Leadership Needed to Address Limited Progress in Most High-Risk AreasGAO-21-383T: Published: Mar 2, 2021. Publicly Released: Mar 2, 2021. -
High-Risk Series:
Dedicated Leadership Needed to Address Limited Progress in Most High-Risk AreasGAO-21-384T: Published: Mar 2, 2021. Publicly Released: Mar 2, 2021.
Feb 3, 2021
-
Fixed-Price-Incentive Contracts:
DOD Has Increased Their Use but Should Assess Contributions to OutcomesGAO-21-181: Published: Feb 3, 2021. Publicly Released: Feb 3, 2021.
Jan 29, 2021
-
Federal Real Property:
Additional Documentation of Decision Making Could Improve Transparency of New Disposal ProcessGAO-21-233: Published: Jan 29, 2021. Publicly Released: Jan 29, 2021.
Jan 19, 2021
-
Federal Rulemaking:
Selected EPA and HHS Regulatory Analyses Met Several Best Practices, but CMS Should Take Steps to Strengthen Its AnalysesGAO-21-151: Published: Dec 17, 2020. Publicly Released: Jan 19, 2021.
Jan 13, 2021
-
Department of Energy Contracting:
Improvements Needed to Ensure DOE Assesses Its Full Range of Contracting Fraud RisksGAO-21-44: Published: Jan 13, 2021. Publicly Released: Jan 13, 2021.
Dec 16, 2020
-
Data Governance:
Agencies Made Progress in Establishing Governance, but Need to Address Key MilestonesGAO-21-152: Published: Dec 16, 2020. Publicly Released: Dec 16, 2020.
Dec 9, 2020
-
2020 Census:
The Bureau Concluded Field Work but Uncertainty about Data Quality, Accuracy, and Protection RemainsGAO-21-206R: Published: Dec 9, 2020. Publicly Released: Dec 9, 2020.
Dec 3, 2020
-
2020 Census:
Census Bureau Needs to Assess Data Quality Concerns Stemming from Recent Design ChangesGAO-21-142: Published: Dec 3, 2020. Publicly Released: Dec 3, 2020.
Looking for more? Browse all our products here