Commissioner Frank Bisignano responded to Senator Elizabeth Warren's concerns regarding the Social Security Administration's (SSA) customer service crisis. The stark discrepancy between the SSA's reported average wait time of 18 minutes and a survey indicating close to two hours raised concerns. Bisignano accused Warren of discrediting SSA workers and defended the agency's performance data and improvements due to new technology and leadership. He claimed a more accurate average wait time was 4.6 minutes during a specific week but faced skepticism from officials about the reliability of this statistic, citing staffing adjustments.
Commissioner Frank Bisignano pointed out that with a new administration in office and noticeable improvement in performance metrics due to strong leadership and technology, concerns about a customer service crisis at the SSA are unfounded.
The average wait time reported by Bisignano is 4.6 minutes, but officials raised concerns that this number should not be trusted as staffing changes have influenced it.
#social-security-administration #customer-service-crisis #frank-bisignano #senator-elizabeth-warren #performance-metrics
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