[Federal Register Volume 59, Number 218 (Monday, November 14, 1994)]
[Unknown Section]
[Page 0]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 94-28014]


[[Page Unknown]]

[Federal Register: November 14, 1994]


-----------------------------------------------------------------------

DEPARTMENT OF HEALTH AND HUMAN SERVICES
Social Security Administration

 

Statement of Organization, Functions and Delegations of Authority

    Part S of the Statement of Organization, Functions and Delegations 
of Authority for the Department of Health and Human Services (HHS) 
covers the Social Security Administration (SSA). Notice is being given 
that Chapter S2, the Office of the Deputy Commissioner for Operations 
(DCO) is being amended to reflect a revised mission statement for and 
the renaming of subcomponents within the Office of Automation Support 
(OAS) (S2L); and the establishment of subcomponents within the Office 
of Public Service and Operations Support (OPSOS) (S2N) and the Office 
of Telephone Services (S2Q). The changes are as follows:
    Section S2L.00  The Office of Automation Support--(Mission)
    Revise as follows:
    The Office of Automation Support (OAS) ensures delivery of 
automation support to meet end users' needs to deliver accurate, 
caring, efficient public service while providing a favorable 
environment for OAS employees. OAS is responsible for integrating 
service delivery and employee concerns with modern technology. In 
concert with the Deputy Commissioner for Systems (DCS), it determines 
and defines DCO requirements for software and hardware support. OAS 
directs user evaluations to ensure that technology meets DCO needs and 
coordinates all implementation activities. Working with DCS, it ensures 
that the most recent technology is integrated into the operations of 
all DCO components.
    Section S2L.10  The Office of Automation Support--(Organization):
    Retitle:
    D. The Division of Software Implementation (S2LA) to the Software 
Implementation Process Team (S2LA).
    E. The Division of Technology Support (S2LB) to the Technology 
Support Process Team (S2LB).
    Section S2L.20  The Office of Automation Support--(Functions):
    Retitle:
    D. The Division of Software Implementation (S2LA) to the Software 
Implementation Process Team (S2LA).
    E. The Division of Technology Support (S2LB) to the Technology 
Support Process Team (S2LB).
    Add the following subchapters:

Subchapter S2N
Office of Public Service and Operations Support
 S2N.00  Mission
S2N.10  Organization
 S2N.20  Functions

    Section S2N.00  The Office of Public Service and Operations 
Support--(Mission):
    The Office of Public Service and Operations Support (OPSOS) is 
responsible for providing operational/program support and for 
conducting studies and analyses related to service to the public, 
employee services and activities associated with financial management, 
budget and management information. This Office provides broad 
operations support to the Field Offices (FOs), Teleservice Centers 
(TSCs), Processing Centers, the Office of Disability and International 
Operations and the Office of Central Records Operations. The Office of 
Public Service and Operations Support (OPSOS) is also responsible for 
integrating operational delivery of public services under the 
Retirement, Survivors, and Disability Insurance (RSDI), Supplemental 
Security Income (SSI) and Health Insurance programs for domestic 
beneficiaries and for the delivery of RSDI program services to foreign 
beneficiaries. Additionally, this Office provides broad operations 
support to the maintenance of the basic earnings data which support the 
Social Security programs. This Office also conducts studies, pilots and 
other activities associated with the overall effectiveness and 
efficiency of DCO components. It directs and coordinates internal 
management support functions to ensure effective position management, 
workforce utilization and management analysis and planning. It directs 
the overall DCO budget process and plans, implements, manages and 
assesses the interrelated duties of delivering SSA program and related 
services to the public.
    Section S2N.10  The Office of Public Service and Operations 
Support--(Organization):
    The Office of Public Service and Operations Support, under the 
leadership of the Associate Commissioner for Public Service and 
Operations Support, includes:
    A. The Associate Commissioner for Public Service and Operations 
Support (S2N).
    B. The Deputy Associate Commissioner for Public Service and 
Operations Support (S2N).
    C. The Immediate Office of the Associate Commissioner for Public 
Service and Operations Support (S2N).
    D. The Division of Service Delivery and Program Policy (S2NA).
    E. The Division of Operations Management (S2NB).
    F. The Division of Resource and Management Information (S2NC).
    Section S2N.20  The Office of Public Service and Operations 
Support--(Functions):
    A. The Associate Commissioner for Public Service and Operations 
Support (S2N) is directly responsible to the Deputy Commissioner, 
Operations, for carrying out OPSOS's mission and provides general 
supervision to the major components of OPSOS.
    B. The Deputy Associate Commissioner for Public Service and 
Operations Support (S2N) assists the Associate Commissioner in carrying 
out his/her responsibilities and performs other duties as the Associate 
Commissioner may prescribe.
    C. The Immediate Office of the Associate Commissioner for Public 
Service and Operations Support (S2N) provides the Associate 
Commissioner with staff assistance on the full range of his/her 
responsibilities.
    D. The Division of Service Delivery and Program Policy (S2NA).
    1. Plans, develops or participates in the development of 
operational policy and procedures to assure effective and efficient 
implementation of national and international program activities in DCO.
    2. Plans and implements studies designed to assess DCO's processing 
activities and affected operational objectives to ensure appropriate 
integration of new program policies.
    3. Provides analysis and recommendations to the DCO regarding 
legislative planning and implementation. Provides technical guidance to 
DCO management and ensures integration of RSI, disability insurance, 
SSI, and Medicare policies and procedures.
    4. Develops partnerships with other SSA components and Health Care 
Financing Administration to ensure effective program delivery within 
operational constraints.
    5. Provides operational support to the enumeration process.
    6. Plans, directs and evaluates the quality of program activities 
throughout operational components. Develops initiatives to improve the 
quality of the claims, postentitlement and preclaims processes.
    7. Participates with appropriate policy components in SSA to 
provide clear, accurate and timely notices to the public and to fully 
utilize automation to reduce the need for manually prepared notices.
    8. Develops and recommends to DCO standards and practices for 
national and international delivery of services. Plans, implements and 
evaluates the full range of SSA's service to the public.
    9. Establishes service delivery policies; develops and evaluates 
standards for measuring service to the public to ensure that quality, 
efficient and compassionate service is provided.
    10. Plans, conducts and evaluates public information/referral 
programs to ensure Agency and other public and private services are 
effectively provided to the community within the guidelines and 
direction provided by the Agency. Ensures SSA's public affairs/
information efforts are implemented effectively and efficiently within 
DCO components.
     11. Establishes policies and develops criteria on field office 
accessibility (hours of service, size of field offices, type and 
location of services, etc.).
     12. Directs the planning, analysis and evaluation of field office 
structure and develops innovative concepts for the future role of DCO 
components, including improvements in service.
     13. Develops innovative approaches to job restructuring/
enhancements from an Operations' perspective. Plans, develops, 
implements and analyzes pilots and studies to enhance the quality of 
the workforce.
     14. Ensures open and effective communication with employees and 
Union representatives.
    E. The Division of Operations Management (S2NB).
     1. Plans and coordinates postentitlement cyclical workloads; 
maintenance of beneficiary and earnings records; certification of 
payment and recoupment of overpayment processes impacting on DCO 
components.
     2. Plans, designs and implements studies and analyses to assess 
payment processing activities and operational goals and objectives. 
Plans and initiates new processing workflows for claims and 
postadjudicative actions to ensure the most effective and efficient 
program delivery to the public.
     3. Establishes workload processing schedules assuring efficient 
sequences of interrelated workloads and recommends to DCO appropriate 
priorities.
     4. Coordinates operational processes with programs administered by 
other government agencies such as Railroad Retirement Board, Treasury 
Department, Internal Revenue Service, Veterans Administration, State 
Department and the Administration on Aging.
     5. Creates workflows and processes with systemic safeguards to 
prevent errors and assure a full audit trail for automated and paper 
products.
    F. The Division of Resource and Management Information (S2NC).
     1. Performs a broad range of financial management, budget and 
management information activities. Formulates, executes and monitors 
component budgets and spending plans. Develops and monitors DCO's 
operating budgets. Develops reprogramming recommendations for DCO 
management consideration.
     2. Analyzes and develops budget cost analyses based on Agency 
constraints, initiatives and legislation. Analyzes budget data, program 
cost allocations, operating program input, workload and productivity 
information for the preparation of the annual budget.
     3. Analyzes and monitors component productivity to determine 
staffing requirements and ensure effective delivery of service. 
Establishes component fulltime equivalents, workyears and dollar 
allocations, including identification of reprogramming needs. 
Distributes and monitors General Services Administration building 
delegations.
     4. Analyzes legislative, procedural and technological changes and 
ensures appropriate resource allocations are provided to effectively 
implement those changes. Plans and implements budgetary incentives/pay 
reform projects.
     5. Implements and maintains an integrated management information 
system through studies and analyses which identify specific operating 
areas to be measured and to control workloads. Identifies DCO 
management needs and develops systems and methods to deliver the 
timely, pertinent information that managers need to effectively manage 
SSA's programs and delivery of service.
     6. Analyzes data to identify trends which DCO management must 
consider in developing plans for deployment of human and materiel 
resources. Designs, develops and analyzes various weekly, quarterly and 
annual management information reports.
     7. Develops policies, procedures and standards for which DCO can 
carry out its management activities in the areas of personnel, employee 
relations, facilities, space, property management, etc.
     8. Identifies training and career development needs of DCO 
employees and ensures these needs are met. Assesses future training 
needs as technology advances and plans and implements component career 
enhancement programs to ensure employees have skills needed to plan and 
prepare for these technological changes.
     9. Within established guidelines, plans and oversees 
implementation in DCO components of projects which improve employee 
environment and well being (wellness/fitness, child care, elder care, 
office space/furniture).
     10. Plans, develops, implements and evaluates comprehensive 
handicapped, Equal Employment Opportunity and affirmative employment 
programs to ensure all employees are treated equitably.
    11. Plans and implements effective management communication 
networks to ensure employees are kept informed of Operations' and SSA's 
initiatives as well as determining, evaluating and addressing employee 
concerns.
     12. Provides staff support to DCO in planning and providing 
effective performance management/awards programs ensuring fair and 
equitable treatment of all employees.

Subchapter S2Q
Office of Telephone Services
 S2Q.00  Mission
 S2Q.10  Organization
 S2Q.20  Functions
    Section S2Q.00  The Office of Telephone Services--(Mission): The 
Office of Telephone Services is responsible for planning, implementing, 
operating and evaluating SSA's telephone service to the public 
delivered by the national 800 Number and SSA FOs. The Office plans and 
conducts studies, pilots and analyses of 800 Number and FO telephone 
operations to assess and improve the service provided. The office 
provides direct support to 37 TSCs and approximately 1,300 FOs, 
including developing and communicating uniform operating policies and 
procedures. The office maintains close, effective working relationships 
with SSA policy, program and administrative components, with other 
Federal agencies and with vendors which have important roles in the 
delivery and evaluation of SSA's telephone service to the public. This 
office manages SSA's National 800 Number network operation, designs and 
administers call routing plans, continuously monitors call handling and 
adjusts routing to handle emergency situations and to maximize call 
answering effectiveness and efficiency.
    Section S2Q.10  The Office of Telephone Services--(Organization): 
The Office of Telephone Services includes:
    A. The Director of the Office of Telephone Services (S2Q).
    B. The Deputy Director of the Office of Telephone Services (S2Q).
    C. The Immediate Office of the Director of the Office of Telephone 
Services (S2Q).
    D. The Service Team (S2QA).
    E. The Voice Network Team (S2QB).
    Section S2Q.20  The Office of Telephone Services--(Functions):
    A. The Director, Office of Telephone Services (S2Q) is directly 
responsible to the DCO for carrying out the Office's mission relating 
to the operation of SSA's National 800 Number and FO telephone service, 
and provides general supervision to the major components in the Office.
    B. The Deputy Director, Office of Telephone Services (S2Q) assists 
the Director in carrying out his/her responsibilities and performs 
other duties as the Director may prescribe.
    C. The Immediate Office of the Office of Telephone Services (S2Q) 
provides the Director with staff assistance over the full range of his/
her responsibilities.
    D. The Service Team (S2QA).
     1. Plans, designs, implements and evaluates studies of initiatives 
related to the effective management, operation and future direction of 
telephone services provided to the public by the national 800 number 
and FOs.
     2. Provides leadership on SSA telephone service planning 
initiatives for the Office of Operations.
     3. Researches and evaluates the application of innovative concepts 
and new technologies for SSA's public telephone services.
     4. Designs, implements and maintains management information 
systems for SSA telephone service delivery. Analyzes data, evaluates 
trends and long-range needs and prepares executive level reports.
     5. Evaluates and plans for implementation of legislative issues 
that impact SSA's telephone service. Works with other SSA components, 
other Federal agencies and vendors to ensure quality public telephone 
services.
     6. Plans, develops, implements and evaluates systematic 
measurement processes to assess the operational effectiveness and 
efficiency of SSA public telephone service operations.
     7. Develops and maintains procedural guides, operational 
instructions and training materials for TSC and FO employees providing 
public telephone service.
     8. Develops and evaluates plans for the effective utilization of 
TSC and FO resources and equipment relating to delivery of telephone 
services to the public.
     9. Develops and evaluates operational telephone service quality 
review policies. Evaluates telephone service delivery training needs to 
ensure quality public service is provided.
    E. The Voice Network Team (S2QB).
     1. Plans, develops, implements and evaluates the effectiveness and 
efficiency of the routing of 800 number calls to the geographically 
dispersed TSCs that provide 800 number service.
     2. Administers 800 number call routing on a daily basis, making 
necessary adjustments to ensure the best possible public telephone 
service.
     3. Develops and maintains an effective management information 
system needed for the 800 number operation and produces the required 
reports. Analyzes the information to evaluate the routing of calls.
     4. Identifies trends and/or patterns that impact 800 number call 
volumes and resource requirements. Projects call volumes and creates 
staffing models and other techniques to determine future call-handling 
capacity needs.
    5. Analyzes the applicability of innovative concepts and 
technologies to the national 800 number and FO telephone service and 
recommends ways to improve service.
     6. Studies and evaluates the effectiveness of TSCs and overall SSA 
800 number network operations and FO telephone services and makes 
recommendations for improving operations.

    Dated: October 3, 1994.
 Ruth A. Pierce,
 Deputy Commissioner for Human Resources.
[FR Doc. 94-28014 Filed 11-10-94; 8:45 am]
BILLING CODE 4190-29-P