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Inspector General on Waiting Times in Field Offices

This month a report was released by the Office of the Inspector General in regards to customer service at Social Security field offices. Their findings have shown that even as visitors to these offices have waned over previous years, wait times for those visiting have still gone up. 2015 saw 40.7 million people visit field offices compared to 45.4 million in 2010. Those who experienced wait times in excess of an hour however have increased from 2.3 million in 2010 to 4.5 million in 2015. This equates to an increase from 5% to 11% of visitors. The average wait time overall has increased as well, from an average of 19 minutes to an average of 26 minutes. A follow-up review is scheduled to find the source of the problem. For more information visit this report from the Office of the Inspector General.


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