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Improving Customer Service at the Social Security Administration - The National Interest

We hardly need to remind anyone who has attempted to engage directly with the Social Security Administration (SSA) in recent years that customer service has been (to be kind) very challenging. Excruciatingly long telephone wait times, up to an hour or even more, became the norm. Calls finally answered were frequently dropped during conversation. Exacerbated by Social Security’s pandemic-induced work environment, “customer service” (if you can call it that) hardly lived up to any definition of the words. Apparently the reopening of Social Security field offices – certainly a welcome post-pandemic SSA decision – did little to relieve the extremely poor service, and discontent with the SSA’s customer service has now been made a subject of Congressional focus. The Social Security Subcommittee of the House Ways and Means Committee will commence hearings today (May 17th) on how to strengthen Social Security’s customer service. The hearings will include an impressive list of highly-credential witnesses, as explained in this article by Stephen Silver appearing at The National Interest. Click here to read more.

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