Annual Statistical Supplement, 2013

 

Program Provisions and SSA Administrative Data

SSA Administrative Data

Service Delivery

Table 2.F7 Accuracy rates and use of 800 telephone number, fiscal years 2006–2012
Item 2006 2007 2008 2009 2010 2011 2012
  Accuracy rates (percent)
OASI payments
Payment review/stewardship results
Excess payments 99.8 99.9 99.8 99.8 99.7 99.9 99.9
Underpayments 99.9 99.9 99.9 99.9 99.9 99.9 99.9
SSI payments
Payment review/stewardship results
Excess payments 92.1 90.9 89.7 91.6 93.3 92.7 93.7
Underpayments 97.8 98.5 98.3 98.4 97.6 98.2 98.2
Disability Insurance benefits a
Initial claims 93.4 93.8 94.4 94.9 96.8 95.5 96.3
Allowances 96.1 96.5 97.7 98.0 98.6 98.5 98.2
Denials 92.0 92.3 92.5 93.0 95.9 94.0 95.4
Reconsideration of denials 91.2 91.9 92.1 94.3 95.9 95.3 95.1
Reversals 96.2 97.5 97.8 97.9 98.3 97.9 98.4
Affirmations 90.5 91.0 91.2 93.7 95.6 94.9 94.6
  National 800 number network (1-800-772-1213) b
Network calls received (millions) 91.8 79.9 82.6 85.8 82.2 76.8 79.0
Average wait for live agent service (minutes) 4.6 4.2 5.4 4.1 3.4 3.0 4.9
SOURCES: Social Security Administration, Office of Quality Performance and Office of Central Operations, Office of Telephone Services.
a. Represents cases free of decisional and documentation errors.
b. Data for 2006–2007 may not match those in previous editions of this table because of the introduction in 2008 of new measurements of call volume and processing time.
CONTACT: Shane Rossman (410) 965-1692, Roy Harper (410) 966-5997, or statistics@ssa.gov.