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Social Security Administration: Information on Monitoring 800 Number Telephone Calls

HEHS-98-56R Published: Dec 08, 1997. Publicly Released: Dec 08, 1997.
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Highlights

Pursuant to a congressional request, GAO reviewed the Social Security Administration's (SSA) teleservice monitoring operations, focusing on: (1) requirements by laws and regulations regarding proper telephone monitoring practices; (2) best practices in telephone monitoring; and (3) SSA's adherence to laws and regulations regarding proper telephone monitoring practices.

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Topics

Justice and Law Enforcement
Customer serviceFederal employeesMonitoringPrivate sector practicesQuality assuranceSocial security benefitsTelephonesBest practicesLaws and regulationsCrime