United States Government Publishing Office publisher pbl distributor dst United States Government Accountability Office Health, Education, and Human Services Division author aut Government Organization text government publication eng GAOREPORTS Legislative Agency Publications gao legislative 2010-08-12 U.S. Government Printing Office 1996-02-23 monographic deposited born digital 29 p. GA 1.13:HEHS-96-70 https://www.govinfo.gov/app/details/GAOREPORTS-HEHS-96-70 P0b002ee180376845 f:he96070 DGPO 2010-08-12 2011-03-24 GAOREPORTS-HEHS-96-70 machine generated eng fdlp REPORT GAOREPORTS-HEHS-96-70 HEHS-96-70 Federal social security programs Telecommunications equipment Telephone communications operations Public relations Productivity Customer service Information dissemination operations Statistical methods SSA Automated Attendant and Voice Mail Demonstration Project Retirement, Survivors, and Disability Insurance Program Supplemental Security Income Program Letter Report HEHS Pursuant to a legislative requirement, GAO reviewed the Social Security Administration's (SSA) telephone access demonstration project.<p/>GAO found that: (1) under one of the two telephone demonstration project configurations tested, telephone access improved significantly, busy-signal rates dropped, and the number of callers reaching SSA improved; (2) although improvements were statistically significant under a broader access definition, more callers were placed on hold because staffing had not increased; (3) configuration results varied among SSA offices; (4) SSA field office staff believe that the installation of voice mail equipment has improved office efficiency and public service; (5) SSA expects to complete its internal evaluations of the project's effect on local operations, employees, and public relations by the end of February 1996; and (6) the equipment tested in the demonstration project has the potential to further SSA public service goals, but SSA must assess the costs and contributions of the equipment before installing it systemwide. https://www.govinfo.gov/content/pkg/GAOREPORTS-HEHS-96-70/html/GAOREPORTS-HEHS-96-70.htm https://www.govinfo.gov/content/pkg/GAOREPORTS-HEHS-96-70/pdf/GAOREPORTS-HEHS-96-70.pdf GAO/HEHS-96-70 https://www.govinfo.gov/app/details/GAOREPORTS-HEHS-96-70 Letter Report GAO/HEHS-96-70; Social Security: Telephone Access Enhanced at Field Offices Under Demonstration Project; Federal social security programs Telecommunications equipment Telephone communications operations Public relations Productivity Customer service Information dissemination operations Statistical methods SSA Automated Attendant and Voice Mail Demonstration Project Retirement, Survivors, and Disability Insurance Program Supplemental Security Income Program