Government agency boasts of service enhancements, yet staff shuffles indicate contradictory narrative
The Social Security Administration (SSA) has been making significant changes, with the recent reassignments of customer service representatives causing a stir among employees and union leaders.
Frank Bisignano, the newly confirmed commissioner of the SSA, announced that performance bonuses will be distributed next month. However, these changes have been met with criticism from Jessica LaPointe, president of the American Federation of Government Employees Council 200. LaPointe claims that the reassignments violate the union's collective bargaining agreement and ignore contract provisions.
The SSA has been implementing a series of changes, including the addition of new automated service lanes on its 1-800 number and website. The agency has also reported a 35% reduction in the average speed of answer on its 1-800 number compared to the same period last year. In response, the SSA has attributed the decision to reassign up to 4% of field office staff to the 800 number to the new platform.
Last week, the SSA involuntarily reassigned 500 field office customer support representatives to handle calls to the 1-800 number. By Tuesday, the number of reassigned representatives had risen to 1,000. LaPointe criticizes the agency's approach to service, stating that it is trying to make the agency into a national or statewide call center for all field offices. She expresses concern that the reassignments will increase workloads in field offices, as the agency is also implementing policies to increase foot traffic.
LaPointe questions the agency's focus on technology improvements while staffing issues persist, likening the situation to shuffling chairs on a sinking Titanic. She states that the reassignments prove that the agency needs more staff, not AI helpers. Bisignano, on the other hand, has stated that the agency is committed to excellence and innovation.
The SSA has also implemented the Social Security Fairness Act. Bisignano's email to staff on Monday also mentions that the bonuses were originally slated to go out earlier this year but were delayed during the tenure of then-acting Commissioner Leland Dudek. The SSA official has stated that the new telephone platform has led to improved answer rates on the 800 number.
Currently, 90% of calls to the SSA's 1-800 number are now handled by automated self-service options or callbacks. Workers at the agency claim that management is struggling to triage escalating workloads. LaPointe, president of the American Federation of Government Employees Council 220, has also voiced her concerns, stating that the agency needs more staff, not AI helpers.
The intended reduction in employees of the SSA this fiscal year is 7,000. Despite the controversy surrounding the reassignments, Bisignano remains optimistic about the future of the agency, stating that the SSA is committed to providing excellent service to the American public.
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