[Congressional Record Volume 142, Number 87 (Thursday, June 13, 1996)]
[Senate]
[Pages S6252-S6253]
From the Congressional Record Online through the Government Publishing Office [www.gpo.gov]




 CONGRATULATIONS TO SOCIAL SECURITY ADMINISTRATION'S TAMPA TELESERVICE 
                                 CENTER

Mr. GRAHAM. Mr. President, for years, many of us have urged the 
Federal Government to revamp the way it provides services. Three years 
ago, Vice President Al Gore made this mission his own. And in that 
time, the National Performance Review--better known as Reinventing 
Government--has brought about notable improvements in the way our 
Government does business.
  Today, I am very proud to recognize one of the brightest stars in the 
Reinventing Government initiative: the Social Security Administration's 
Tampa Teleservice Center.
  Last month, Vice President Gore selected the Tampa Teleservice Center 
as a recipient of his Hammer Award. Mr. President, the Hammer Award 
recognizes both individuals and teams of Government workers who have 
made a significant contribution to the National Performance Review 
principles

[[Page S6253]]

of putting customers first, cutting red tape, empowering employees, and 
getting back to basics.
  Mr. President, the Tampa Teleservice Center's commitment to serving 
clients in a timely, helpful, and courteous manner is exactly the kind 
of service that Reinventing Government intended.
  In a cynical era where Government agencies are frequently accused of 
being unresponsive, the Tampa Teleservice Center is proof that services 
can be delivered quickly and skillfully. Over 90 percent of the calls 
it receives each year are handled to completion, with no need for 
further contact.
  That's an incredible record. And perhaps the most impressive part is 
that the Social Security Administration has improved its performance so 
much that is now rated as the best in telephone customer service from a 
list of nine service providers--including respected companies like 
Nordstrom L.L Bean, Disney, and Federal Express. these companies are in 
a league of their own when it comes to customer service, and even they 
are not in the Social Security Administration's league.
  This achievement is particularly impressive when one considers the 
difficult task assigned to Social Security telephone agents. The sheer 
volume of calls that these agents handle is daunting. So is the complex 
nature of many of the customers' questions.
  The Tampa Teleservice Center is to be commended for its skill in 
handling this difficult task. Last year, its agents assisted over one 
million satisfied customers.
  I join Vice President Gore in saluting this significant achievement. 
The workers of the Social Security Administration's Tampa Teleservice 
Center truly embody the best principles of public service.

                          ____________________