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The work observed visit-long waiting patterns, analyzed factors influencing delays—such as customer volume, check-in processes, staffing levels, appointment handling, and availability of telephone/online services—and reviewed steps SSA took to reduce wait times. The report also notes the absence of specific office wait-time and appointment-time goals and recommends improving data capture and establishing measurable targets for service timeliness.",{"@graph":63,"@context":119},[64,80,102],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":41,"@type":70,"position":76},"https://docshare.wps.com/template/letters/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/customer-wait-times-in-the-social-security-administrations-field-offices-and-card-centers-audit-report-may-2024/281035/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/customer-wait-times-in-the-social-security-administrations-field-offices-and-card-centers-audit-report-may-2024/281035.png","ImageObject",442,249,{"name":88,"@type":89},"Grenda","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-10-19","2026-09-16",true,{"@type":98,"interactionType":99,"userInteractionCount":101},"InteractionCounter",{"@type":100},"ViewAction",9,{"@type":103,"mainEntity":104},"FAQPage",[105,111,115],{"name":106,"@type":107,"acceptedAnswer":108},"What was the audit’s objective regarding customer wait times?","Question",{"text":109,"@type":110},"The audit aimed to observe customer wait times in selected SSA field offices and card centers, and to identify factors affecting wait times and steps SSA took to reduce them.","Answer",{"name":112,"@type":107,"acceptedAnswer":113},"Which factors may affect customer wait times, according to the report?",{"text":114,"@type":110},"The report lists five factors: number of customers, the check-in process, staffing, appointments, and availability of telephone and online services.",{"name":116,"@type":107,"acceptedAnswer":117},"What key recommendation did the audit make to improve wait-time reduction efforts?",{"text":118,"@type":110},"SSA was recommended to develop and/or enhance systems to capture data measuring the effectiveness of initiatives to reduce customer wait times, and to develop specific goals for office wait times and appointment wait times.","https://schema.org",{"og:url":78,"og:type":121,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":123,"canonical":78},"index,follow",{"doc_id":125,"site_id":56},281035,1790566816,{"code":4,"msg":5,"data":128},{"doc_id":125,"user_id":129,"nickname":88,"user_avatar":130,"doc_module":9,"category_id":40,"category_name":41,"doc_title":59,"doc_description":61,"doc_content":131,"file_id":132,"file_url":133,"file_type":134,"file_size":135,"view_count":101,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":136,"language":137,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":138,"faqs":139,"seo_title":140,"seo_description":61,"update_tm":141,"read_time":142},7971474921005,"https://ap-avatar.wpscdn.com/davatar_29158cc5080c5b710cf443261637dec0","Audit Report  \nCustomer Wait Times in the Social Security Administration’s Field Offices and Card Centers  \n152307 May 2024  \nMEMORANDUM  \nDate: May 17, 2024 Refer to: 152307  \nTo: Martin O’Malley  \nCommissioner  \nFrom: Gail S. Ennis   \nInspector General  \nSubject: Customer Wait Times in the Social Security Administration’s Field Offices and Card Centers  \nThe attached final report presents the results of the Office of Audit’s review. The objectives were to observe customer wait times in select Social Security Administration field offices and Social Security Card Centers. In addition, we determined the (1) factors that may affect customer wait times and (2) steps SSA took to reduce wait times.  \nPlease provide within 60 days a corrective action plan that addresses each recommendation. If you wish to discuss the final report, please call me or have your staff contact  \nMichelle L. Anderson, Assistant Inspector General for Audit.  \nAttachment  \nCustomer Wait Times in the Social Security Administration’s Field Offices and Card Centers 152307  \nMay 2024  \nOffice of Audit Report Summary  \nObjectives  \nOur objective was to observe customer wait times in select Social Security Administration (SSA) field offices (FO) and Social Security Card Centers (SSCC) . In addition, we determined the (1) factors that may affect customer wait times and  \n(2) steps SSA took to reduce wait times.  \nBackground  \nSSA administers its programs and operations through a network of over 1,200 FOs that serve the public.  \nFOs are SSA’s primary point of face-to-face contact with the public.  \nOn March 17, 2020, in response to the COVID-19 pandemic, SSA began limiting in-person services in FOs and requiring appointments for limited services. SSA redirected the majority of customers to online and telephone service channels.  \nOn April 7, 2022, SSA restored  \nin-person services in its FOs and SSCCs. Media outlets began reporting that some office visitors were waiting outside for several hours.  \nIn February and March 2023, we visited 76 FOs and SSCCs.  \nDuring these visits, we observed customer wait times and interviewed office management regarding best practices for reducing customer wait times. We also interviewed SSA staff to determine Agency initiatives to enhance the customer experience and reduce wait times.  \nResults  \nDuring our office visits, we observed the wait times of customers throughout their visit for services. For the 76 FOs and SSCCs we visited, we observed the average wait time for customers before check-in ranged from 5 to 12 minutes, depending on the method of check-in. The check-in method(s) used varied, based on management’s discretion. Once checked in, customers waited an average of 32 to 45 minutes to receive services. We do not assert, and the reader should not infer, that our observations during our visits represent all SSA offices.  \nWe noted five factors that may affect customer wait times: number of customers; the check-in process; staffing ; appointments; and the availability of telephone and online services.  \nSSA has implemented, or is implementing, initiatives aimed at reducing customer wait times in its offices, including: mobile check-in, installing new and updated self-check-in kiosks, and the availability to upload documents remotely. While SSA has developed many initiatives, it has not developed processes to measure the effectiveness of reducing customer wait times in its offices.  \nSSA did not set goals specific to wait times for customers in the office or the time customers must wait for scheduled appointments. Without goals, we believe there is a risk of SSA customers experiencing prolonged wait times in receiving service when visiting offices or through scheduled appointments.  \nRecommendations  \nWe recommend SSA:  \n1. Develop and/or enhance systems to capture data that measure the effectiveness of initiatives to reduce customer wait times.  \n2. Develop goals specific to wait times for customers in the office and time ","cbCainwKCWk10T4O","https://ap.wps.com/l/cbCainwKCWk10T4O","pdf",1539085,37,"English","# Objectives\n# Background\n# Scope and Methodology\n# Results of Review\n## Wait Times We Observed\n## Factors that May Affect Customer Wait Times\n## Agency Actions Aimed at Reducing Wait Times\n# Conclusion\n# Recommendations","[{\"question\":\"What was the audit’s objective regarding customer wait times?\",\"answer\":\"The audit aimed to observe customer wait times in selected SSA field offices and card centers, and to identify factors affecting wait times and steps SSA took to reduce them.\"},{\"question\":\"Which factors may affect customer wait times, according to the report?\",\"answer\":\"The report lists five factors: number of customers, the check-in process, staffing, appointments, and availability of telephone and online services.\"},{\"question\":\"What key recommendation did the audit make to improve wait-time reduction efforts?\",\"answer\":\"SSA was recommended to develop and/or enhance systems to capture data measuring the effectiveness of initiatives to reduce customer wait times, and to develop specific goals for office wait times and appointment wait times.\"}]","Customer Wait Times in the Social Security Administration’s Field Offices and Card Centers - Audit Report - May 2024 | PDF",1789563695,13]