In  1989, SSA implemented a national, toll-free 800 number to better enable  individuals to request information on SSA programs or report events that  affect their own or someone else’s SSA records or payments. SSA Has Improved Overall Access to the 800 Number, but Many Calls Seeking Agent Assistance Do Not Get Through

Despite making improvements to its 800-number systems, SSA still has  difficulty keeping pace with caller demand for agent assistance. In fiscal year 2004, about 51 million callers requested to speak to  an agent. Of these calls, 8.7 million, or 17 percent, of these calls did not get  through to an agent—a 2 percent increase over the previous year. This change gave SSA the ability to monitor  call traffic and agent availability in real time at each call center and receive  “cradle to grave” management information on a call’s movement from the  time the caller dials the 800 number until the call is terminated. SSA Expanded Its Automated and Agent- Assisted Services, but 17 Percent of Calls Seeking Agent Assistance Do Not Get Through

Since the inception of the nationwide 800 number and the later  introduction of limited 24-hour automated services, SSA has continually  improved the quality and quantity of services available to callers. SSA Trains and Provides Agents on- the-Job Resources, but Agents Have Not Met SSA’s Standard for Accuracy of Assistance

SSA has taken steps to help agents provide callers accurate information  and comply with agency requirements, but still has problems with agents  meeting its standards for accurate service. In addition, SSA monitors  agents’ calls and compiles agencywide assessments of agent accuracy in  handling calls and identifies agent training needs. SSA has taken several actions to help agents  improve their performance, but these actions have not resulted in  sustained improvements in service accuracy. To assist agents in providing callers with accurate and consistent services,  SSA provides agents with the Customer Help and Information Program  (CHIP)—a customized online computer application for providing services  to 800-number callers. Agents Have Not Met SSA’s Standard for Accuracy of Assistance

Although SSA takes a number of actions to help agents provide callers  accurate information in accordance with agency policies and procedures,  agents still have problems meeting SSA’s standard for service accuracy. SSA has not  determined why agents fail to follow agency procedures when handling  some calls, resulting in service errors. SSA Conducts Training, Monitoring, and Customer Surveys but Lacks a Uniform System for Assessing Agent Courtesy

SSA uses training, call monitoring, and surveys to ensure that agents  deliver courteous service, but does not routinely document or analyze all  incidents of discourtesy or caller complaints. It also  determines through monitoring whether agents are being courteous. Call center staff told us that they typically  apologize to callers and offer to provide the desired assistance whenever  callers lodge complaints by phone. Moreover, they may not record the  complaint or attempt to capture and assess information on the nature of  complaints. SSA Relies on Training, Monitoring, and Customer Surveys to Ensure Agent Courtesy

As part of its comprehensive, multiweek training curriculum, SSA teaches  interviewing and interpersonal skills to help agents serve callers in a  professional and courteous manner. SSA also relies on its annual survey of callers to assess and ensure agent  courtesy. Because SSA does not  routinely capture information on all customer complaints about  discourtesy, however, it loses the ability to assess the severity of the  problem and misses opportunities to better understand caller needs, solve  unanticipated problems, and retain the good will of the public. To develop information on the actions SSA takes at the headquarters level  to ensure quality 800-number telephone service, we reviewed documents  related to (1) SSA’s forecasts of call volumes and projected staffing levels  for auxiliary agents; (2) services offered using the automated menu;   (3) vendor-contracted services for the 800-number telephone systems  hardware, software, and performance data; and (4) requirements for  training agents, monitoring agent performance, and agent courtesy to  callers.
Why GAO Did This Study

The Social Security Administration (SSA) at some point touches the life of nearly every American. Each day thousands of people contact SSA to file claims, update records, and request information from its 1,300 field offices, website, and national toll-free 800 number. Implemented nationwide in 1989, SSA's 800-number has become a principal contact point for millions of individuals seeking agency services. Congressional requesters asked GAO to review the quality of SSA's 800 number in terms of caller access and agent accuracy of response and courtesy.

What GAO Found

Despite making improvements to its 800-number service, SSA still has difficulty keeping pace with caller demand for agent assistance. In 2001, SSA upgraded its 800-number network so that all callers could either access its automated services or be routed to the next available agent at any site in the network--a feat not possible under the previous system. The new network also enhanced SSA's ability to monitor and manage call traffic, agent availability, and network operations in real-time to ensure the network's integrity and the consistent delivery of services. SSA also expanded its automated and agent-assisted services accessible through the 800-number network. However, SSA's expansion of its automated services to reduce agent call burden has not had its intended effect, as callers continue to show a strong preference for agent assistance. In fiscal year 2004, about 51 million of the more than 71 million callers requested to speak to an agent. However, 8.7 million, or 17 percent, of these calls did not get through to an agent--a 2 percentage point increase over the previous year. SSA has taken steps to help agents provide callers with accurate information and consistent services, but still has problems with agents assisting callers in line with agency policies and procedures. SSA's training curriculum provides agents with a comprehensive overview of SSA programs. Agents are also encouraged to use available on-the-job resources, including a customized computer application that helps agents provide consistent service and accurate responses. Nevertheless, from 2001 through 2003, SSA did not meet its 90 percent target for service accuracy--that is, agents' performance in handling non-payment related issues in accordance with agency requirements. Although SSA has taken several actions to help agents improve their performance, including mandating agent use of the computer application, it has not yet determined why agent compliance with agency policies continues to fall short. SSA trains and monitors agents for courtesy and conducts periodic customer satisfaction surveys, but does not routinely capture all customer complaints about alleged agent discourtesy. Agents receive training on developing their interviewing and interpersonal skills, and SSA monitors agents to determine whether or not they are providing courteous service to callers. SSA monitoring indicates that agent courtesy levels are high. SSA solicits limited customer feedback on agent courtesy in its annual surveys and compiles general ratings, but these surveys do not ask callers for the reasons behind the ratings. Callers to the 800 number do complain of agent discourtesy, but SSA does not routinely document and assess all complaints. Some call center staff told us that when they receive allegations of agent discourtesy, they typically apologize for the discourteous service and may proceed to assist the caller without recording the complaint. SSA has feedback mechanisms in place to capture caller complaints, but these mechanism do not do so in a manner that allows SSA to assess complaints and identify corrective actions needed.