Controls over the Social Security Administration’s National 800-number Service During the COVID-19 Pandemic
Audit · Social Security Administration OIG · 2023-08-29 · about Social Security Administration
Report
Title
Controls over the Social Security Administration’s National 800-number Service During the COVID-19 Pandemic
Submitting OIG
Social Security Administration OIG
Component agency
Social Security Administration
Type
Audit
Publication date
2023-08-29
Summary
Objective: To determine whether the Social Security Administration had and used management controls over the service its 800 number employees provided callers during the COVID-19 pandemic.
Recommendations (2)
#
Status
Text
1
Open
Create a performance standard that requires that teleservice center managers and other employees who conduct service observations conduct a minimum of three service observations for each qualified 800-number employee per month, as required by SSA…
2
Open
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…