The report, issued in response to a July inquiry from Sen. Elizabeth Warren (D-Mass.), examined how SSA calculates its call wait-time data.

Auditors credited the improvements in the Social Security system to a new telephone customer service system, changes in ...

The Social Security Administration’s acting inspector general has opened a review of the agency’s call center wait times and its ability to deliver services to Americans. The investigation was ...

The Social Security Administration has stopped publishing key customer-service metrics, which will make it more difficult to track whether performance is improving or eroding over time. As a result, ...

The agency’s “average speed of answer” metric masks longer call wait times, according to data in a recent OIG report.

JEFFERSONVILLE, Ind. (WDRB) -- The public agency overseeing RiverLink will pay a contractor to address “unacceptable customer service metrics” with the Ohio River toll network as average call wait ...

New Social Security Commissioner Frank Bisignano has fired back at Democratic Senator Elizabeth Warren over her criticism of the agency's changes and customer service in recent months. He defended the ...