[Federal Register Volume 63, Number 42 (Wednesday, March 4, 1998)] [Notices] [Pages 10670-10671] From the Federal Register Online via the Government Publishing Office [www.gpo.gov] [FR Doc No: 98-5482] ======================================================================= ----------------------------------------------------------------------- SOCIAL SECURITY ADMINISTRATION Statement of Organization, Functions and Delegations of Authority This statement amends part S of the Statement of the Organization, Functions and Delegations of Authority which covers the Social Security Administration (SSA). Chapter S2 covers the Deputy Commissioner, Operations. Notice is hereby given that Subchapter S2Q, the Office of Telephone Services, is being amended to reflect a revised mission statement, the abolishment of the Service Team, and the establishment of the Teleservice Planning and Operations Procedures Team. The new material and changes are as follows: Section S2Q.00 The Office of Telephone Services--(Mission): Amend to read as follows: 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 Field Offices (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 36 TSCs and approximately 1,300 FOs, including developing and communicating uniform operating policies and procedures. The Office is responsible for providing the American public with world class 800 Number telephone service which provides: accurate, courteous, one-stop service with 95 percent access within 5 minutes; user-friendly automated services; and tools which empower employees to deliver total customer satisfaction. The Office maintains close, effective working relationships with SSA policy, program, regional and administrative components, with many 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): Amend as follows: A. The Associate Commissioner, Office of Telephone Services (S2Q). B. The Deputy Associate Commissioner, Office of Telephone Services (S2Q). C. The Immediate Office of the Associate Commissioner for Telephone Services (S2Q). Delete: D. The Service Team (S2QA). Establish: D. The Teleservice Planning and Operations Procedures Center [[Page 10671]] (S2QC). Section S2Q.20 The Office of Telephone Services--(Functions): Amend to read as follows: A. The Associate Commissioner, Office of Telephone Services (S2Q). B. The Deputy Associate Commissioner, Office of Telephone Services (S2Q). C. The Immediate Office of the Associate Commissioner for Telephone Services (S2Q). Delete in its entirety: D. The Service Team (S2QA). Establish: D. The Teleservice Planning and Operations Procedures Center (S2QC). 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 service. 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. Dated: February 4, 1998. Paul D. Barnes, Deputy Commissioner for Human Resources. [FR Doc. 98-5482 Filed 3-3-98; 8:45 am] BILLING CODE 4190-29-P