Social Security Administration : Management and Service Challenges

From a customer service perspective, the Social Security Administration (SSA) has set a standard for superior customer service among governmental agencies. It has historically received high marks from beneficiaries, and most Americans do not have to travel far to reach a SSA field office, where they can apply for benefits, become a representative payee for someone incapable of managing his or her finances, or apply for a name change after marriage. Yet continuing budget constraints, which began at the start of the decade, have forced SSA to make difficult decisions to reduce service to the public. At a time when Baby Boomers are retiring and filing disability and retirement claims at record numbers, SSA has shed 11,000 workers agency-wide over three years. This book discusses the reduction in face-to-face services at the SSA; provides a report on the policies and procedures for closing and consolidating field offices; long-term strategies for addressing key management strategies; and budget issues.