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Social Security Administration (SSA) Data for
National 800 Number Network
(Average Speed to Answer)

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This dataset contains data for fiscal years 2007 onward and is currently available in the following formats:
CSV | XLSX

Background

We are providing data about our performance in serving the public using SSA’s national 800 number telephone system. This service is a popular way for millions of people to ask questions and conduct business with us. In fact, on June 10, 2014 we answered our one billionth call. 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. They can also use it to decide the best time to call us.

Dataset Index

Agency Program Description

The Social Security Administration's National 800 Number Network provides toll-free telephone service to members of the public residing in the continental United States, as well as Guam, Puerto Rico, the American Virgin Islands, American Samoa, and the Northern Mariana Islands. We answer the calls in 29 Teleservice Centers (TSCs) located nation-wide, including a site in Hawaii, two locations in the Office of Central Operations (OCO) in Baltimore, MD and Wilkes Barre, PA; and in the six Program Service Centers (PSCs) located around the country. The National 800 Number Network provides agent service five days a week from 7AM to 7PM in the caller's time zone. 24-hour automated services are available 365 per days a year. Normally, call volumes are at their highest levels during the first week of the month and at check delivery times.

The agents who answer calls include Teleservice Representatives in the TSCs, Customer Service Representatives in OCO, and Technical Service Technicians and Benefit Authorizers who answer calls in the PSC locations. All agents receive extensive training in the various programmatic areas administered by SSA including Retirement, Survivor, Disability, and Medicare benefits and Supplemental Security Income payments. The types of inquires handled range from the status of Social Security Cards applied for through the Enumeration at Birth program to questions about potential eligibility and filing claims for retirement benefits.

For a complete list of services on the National 800 Number Network or other information about our national telephone service, go to: Contact Social Security By Phone.

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Dataset Description

This data file provides information at the national level by month for federal fiscal years 2009 onward for the average speed to answer calls to the National 800 Number Network.

Data Collection Description

Our software routing vendor provides the data. Beginning in 2013, we moved to a new network called CARE 2020.

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Data Dictionary

Fiscal Year: 12-month period from October 1st through September 30th.

Month: Calendar month.

Average Speed to Answer (in seconds): We divide the total time in seconds that calls spend in queue by the number of calls answered by agents. We do not include calls abandoned while in queue.

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