SSA phone wait times longer than publicly reported metrics, per OIG report

The Office of the Inspector General’s report comes at the request of Sen. Elizabeth Warren, D-Mass., who zeroed in on call data after SSA changed the type of data it reports publicly over the summer, removing information like callback wait times…. This wait time statistic is included in the inspector general report, but the agency doesn’t report that measure publicly anymore. SSA Commissioner Frank Bisignano (above) told lawmakers over the summer that SSA changed the metrics so as to not discourage people from calling the agency.