SSA Should Publish Performance Standards

Contributed by: National Performance Review
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1. SSA should publish performance standards for customer service.

As part of its participation in the National Performance Review, SSA
should publish nationally and post in each of its offices the following
performance standards for customer service.

--You will be treated with courtesy every time you contact us.

--We will provide you with all the information you need in order to
understand SSA programs, including your own potential for benefits.

--We will also provide you with information about other social service
programs that may help you.

--When you call our 1-800 service for information or help, you will
reach us on the first call.

These objectives from the strategic plan have an impact on the quality
of the SSA's direct interaction with the public. Each is within reach
today and, thus, can be set as a standard. Doing so, and then publishing
and posting them, will immediately communicate to the public, and
reinforce with SSA employees, that the quality of customer service is a
priority at SSA.

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