Annual Statistical Supplement, 2009

 

Program Provisions and SSA Administrative Data

SSA Administrative Data

Service Delivery

Table 2.F7 Accuracy rates and use of 800 telephone number, fiscal years 2004–2008
Item 2004 2005 2006 2007 2008
Accuracy rates (percent)
OASI payments
Payment review/stewardship results
Excess payments 99.7 99.9 99.8 99.9 99.8
Underpayments 99.9 99.9 99.9 99.9 99.9
SSI payments
Payment review/stewardship results
Excess payments 93.6 93.6 92.1 90.9 89.7
Underpayments 98.7 98.6 97.8 98.5 98.3
Disability Insurance benefits a
Initial claims 93.7 92.0 93.4 93.8 94.4
Allowances 96.5 90.2 96.1 96.5 97.7
Denials 92.0 93.5 92.0 92.3 92.5
Reconsideration of denials 90.6 91.1 91.2 91.9 92.1
Reversals 96.5 95.4 96.2 97.5 97.8
Affirmations 89.6 90.3 90.5 91.0 91.2
National 800 number network (1-800-772-1213) b
Network calls received (millions) 82.2 84.5 91.8 79.9 82.6
Average wait for live agent service (minutes) 4.2 5.0 4.6 4.2 5.4
SOURCES: Social Security Administration, Office of Quality Performance and Office of Central Operations, Office of Telephone Services.
a. Represents cases free of decisional and documentation errors.
b. Data for 2004–2007 may not match those in previous editions of this table because this edition introduces new measurements of call volume and processing time.
CONTACT: Diane L. Harris (410) 965-3428, Paul Funk (410) 966-1876, or supplement@ssa.gov.