# SSA - A-02-21-51079 - 2
> **Open** recommendation · 2023-08-29
**Report:** Controls over the Social Security Administration’s National 800-number Service During the COVID-19 Pandemic ([detail](https://api.ai-analytics.org/ig-report/38603))
**OIG report number:** A-02-21-51079
**Recommendation number:** 2
## Text
Create policy to ensure all problematic calls identified through speech analytics are referred to regional management and regional management intervenes with the 800-number employees referred within defined timeframes to ensure prompt interventions address problematic and/or inadequate customer service.
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*Source: oversight.gov · AI Analytics · CC0 1.0*