![]() The calls not reflected in this data set are abandon calls and overflow calls.įiscal Year (FY): The 12-month period from October 1 st through September 30 th.Īnswer Rate: The total number of queue calls answered by field office representatives expressed as a percentage. This data set provides field office answer and busy rates, which account for most, but not all, of the calls to field offices. Reporting quarters are administratively set reporting periods and do not necessarily correspond exactly to calendar months. Every few years the reporting period is 53 weeks when we apply the end of week cutoff. Most years our fiscal year workload reports contain 52 weeks since we include only full weeks, rather than cut off in the middle of a week. In 2012, we completed our transition to a new network called TSRP.Ī Federal Fiscal Year (FY) is the 12-month period from October 1 st through September 30 th. Our software routing vendor provides the data. ![]() Maintaining adequate staffing and the ability to replace losses is the largest factor affecting the services we provide to the public.īack to Index Data Collection Description The data does not include calls that were abandoned while waiting in queue without representative service and overflow calls which are those callers who wait in queue over the 15 minute maximum wait time without representative service. ![]() This data set provides information at the national level by month for federal fiscal years 2013 and onward for answer rate and busy rate for calls to our field offices. Many of these same services are available online at the SSA Homepage or through our toll-free service, 1-80 (TTY 1-80). Our field offices generally offer the full range of Social Security services, including applying for new or replacement Social Security cards, applying for Social Security and Supplemental Security income benefits, making changes to your benefits information and helping Medicare beneficiaries with limited income and resources apply for extra help with the cost of their prescription drugs under the new Medicare Prescription Drug Program. We will also furnish you with directions to the office and with a map pinpointing the office's exact location. Just type in your postal ZIP code and we will provide you with the office address, phone number and business hours. To obtain the phone number of your local field office, use our Social Security Office Locator. Representatives in our field offices can assist you with all issues related to programs administered by Social Security. Social Security operates more than 1200 local field offices across the country and in certain territories. We use several measures to monitor our performance and the public can use the information about our performance to understand the service they are likely to receive. ![]() Phone service is a popular way for many people to ask questions and conduct business with us. We are providing data about our performance in serving the public through answering phone calls to our local field offices using the SSA's national Field Office Network Enterprise (FONE) telephone system. This data set contains data for fiscal years 2013 onward and is currently available in the following format(s): ![]()
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