Customer Wait Times in the Social Security Administration's Field Offices

Tuesday, February 6, 2018
Management Challenge: 
Report Number: 
Report Type: 
Audit Report
Office Affiliation: 

Our objective was to assess (1) factors that affect customer wait times at the Social Security Administration’s (SSA) field offices and (2) initiatives the Agency has taken to improve customer wait times.

SSA administers its programs and operations through a network of approximately 1,220 field offices in 10 regions that serve the public throughout the United States and its territories. Field offices are SSA’s primary point of face-to-face contact with the public. In Fiscal Year 2016, SSA field offices served 43.5 million visitors.