Social Security Administration: Management and Service Challenges

$172.00

Helga Milner (Editor)

Series: Government Procedures and Operations
BISAC: POL027000

From a customer service perspective, the Social Security Administration (SSA) has set a standard for superior customer service among governmental agencies. It has historically received high marks from beneficiaries, and most Americans do not have to travel far to reach a SSA field office, where they can apply for benefits, become a representative payee for someone incapable of managing his or her finances, or apply for a name change after marriage.

Yet continuing budget constraints, which began at the start of the decade, have forced SSA to make difficult decisions to reduce service to the public. At a time when Baby Boomers are retiring and filing disability and retirement claims at record numbers, SSA has shed 11,000 workers agency-wide over three years. This book discusses the reduction in face-to-face services at the SSA; provides a report on the policies and procedures for closing and consolidating field offices; long-term strategies for addressing key management strategies; and budget issues. (Imprint: Nova)

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Table of Contents

Table of Contents

Preface

Chapter 1 – Reduction in Face-to-Face Services at the Social Security Administration (pp. 1-40)
U.S. Senate Special Committee on Aging

Chapter 2 – Statement of Bill Nelson, Chairman, Senate Special Committee on Aging. Hearing on ”Reduction in Face-to-Face Services at the Social Security Administration” (pp. 41-44)

Chapter 3 – Statement of Nancy Berryhill, Deputy Commissioner for Operations, Social Security Administration. Hearing on ”Reduction in Face-to-Face Services at the Social Security Administration” (pp. 45-54)

Chapter 4 – Testimony of Scott Hale, President, National Council of Social Security Management Associations. Hearing on ”Reduction in Face-to-Face Services at the Social Security Administration” (pp. 55-64)

Chapter 5 – Testimony of Brenda Holt, Commissioner, Gadsden County, Florida. Hearing on ”Reduction in Face-to-Face Services at the Social Security Administration” (pp. 65-70)

Chapter 6 – Testimony of Tammy DeLong, Medicare Specialist, Aroostook Area Agency on Aging. Hearing on ”Reduction in Face-to-Face Services at the Social Security Administration” (pp. 71-76)

Chapter 7 – Report on Policies and Procedures for Closing and Consolidating Field Offices (pp. 77-84)
Social Security Administration

Chapter 8 – Social Security Administration: Long-Term Strategy Needed to Address Key Management Challenges (pp. 85-128)
United States Government Accountability Office

Chapter 9 – Fiscal Year 2013 Inspector General Statement on the Social Security Administration‘s Major Management and Performance Challenges (pp. 129-152)
Office of the Inspector General, Social Security Administration

Chapter 10 – Social Security Administration (SSA): Budget Issues (pp. 153-172)
Scott Szymendera

Index

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