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Social Security: Telephone Busy Signal Rates at Local SSA Field Offices

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Report Type Reports and Testimonies
Report Date March 4, 1993
Report No. HRD-93-49
Subject
Summary:

The Social Security Administration (SSA), seeking to improve telephone service for the public, instituted a nationwide, toll-free 800 number for its field offices in 1988. GAO's calls to local Social Security offices were often met with busy signals. Being disconnected or being transferred to answering machines were also problems, resulting in GAO being unable to complete 56 percent of the calls it placed. To provide a complete picture of the public's ability to telephone SSA during this period, GAO also obtained busy signal data for SSA's nationwide 800 number. That number had an overall busy rate of about 25 percent. SSA does not maintain data that would allow GAO to develop a comparable call completion rate.

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