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Social security administration : management and service challenges /
From a customer service perspective, the Social Security Administration (SSA) has set a standard for superior customer service among governmental agencies. It has historically received high marks from beneficiaries, and most Americans do not have to travel far to reach a SSA field office, where they...
| Clasificación: | Libro Electrónico |
|---|---|
| Otros Autores: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
New York :
Nova Publishers,
[2014]
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| Colección: | Government procedures and operations.
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| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- SOCIAL SECURITY ADMINISTRATION: MANAGEMENT AND SERVICE CHALLENGES; SOCIAL SECURITY ADMINISTRATION: MANAGEMENT AND SERVICE CHALLENGES; Library of Congress Cataloging-in-Publication Data; CONTENTS; PREFACE; Chapter 1: REDUCTION IN FACE-TO-FACE SERVICES AT THE SOCIAL SECURITY ADMINISTRATION; EXECUTIVE SUMMARY; I. BUDGETARY HISTORY, STAFFING AND SERVICE REDUCTIONS; II. INTERNET SERVICES; III. LONG-TERM PLANNING AND "VISION 2025"; IV. FIELD OFFICE AND CONTACT STATION CLOSURES; CONCLUSION; APPENDIX A; APPENDIX B.
- Chapter 2: STATEMENT OF BILL NELSON, CHAIRMAN, SENATE SPECIAL COMMITTEE ON AGING. HEARING ON ''REDUCTIONIN FACE-TO-FACE SERVICES AT THE SOCIAL SECURITY ADMINISTRATION''Chapter 3: STATEMENT OF NANCY BERRYHILL, DEPUTY COMMISSIONER FOR OPERATIONS, SOCIAL SECURITY ADMINISTRATION. HEARING ON ''REDUCTION IN FACE-TO-FACE SERVICES AT THE SOCIAL SECURITY ADMINISTRATION''; INTRODUCTION; THE FIELD OFFICE EXPERIENCE; FACTORS SHAPING HOW WE DELIVER SERVICE; REVIEWING THE FIELD OFFICE STRUCTURE; ONLINE SERVICES, MY SOCIAL SECURITY, AND OTHER PUBLIC OPTIONS FOR SERVICE; SOCIAL SECURITY STATEMENTS.
- CONCLUSIONChapter 4: TESTIMONY OF SCOTT HALE, PRESIDENT, NATIONAL COUNCIL OF SOCIAL SECURITY MANAGEMENT ASSOCIATIONS. HEARING ON ''REDUCTIONIN FACE-TO-FACE SERVICES AT THE SOCIAL SECURITY ADMINISTRATION''; Chapter 5: TESTIMONY OF BRENDA HOLT, COMMISSIONER, GADSDEN COUNTY, FLORIDA. HEARING ON ''REDUCTION IN FACE-TO-FACE SERVICES AT THE SOCIAL SECURITY ADMINISTRATION''; Chapter 6: TESTIMONY OF TAMMY DELONG, MEDICARE SPECIALIST, AROOSTOOK AREA AGENCY ON AGING. HEARING ON ''REDUCTION IN FACE-TO-FACE SERVICES AT THE SOCIAL SECURITY ADMINISTRATION'
- Chapter 7: REPORT ON POLICIESAND PROCEDURES FOR CLOSING AND CONSOLIDATING FIELD OFFICESINTRODUCTION; OUR COMMITMENT TO SERVICE IN FIELD OFFICES; HOW SSA DECIDES WHEN TO CONSOLIDATE AN OFFICE; FACTORS INVOLVED IN MAKING A DECISION TO CONSOLIDATE A FIELD OFFICE; HOW WE DETERMINE COST SAVINGS OF CONSOLIDATING FIELD OFFICES; PROVIDING THE PUBLIC OPTIONS FOR SERVICE; CONCLUSION; APPENDIX A -FIELD OFFICE CONSOLIDATIONS IN FY 2014; Chapter 8: SOCIAL SECURITY ADMINISTRATION: LONG-TERM STRATEGY NEEDED TO ADDRESS KEY MANAGEMENT CHALLENGES; WHY GAO DID THIS STUDY; WHAT GAO RECOMMENDS; WHAT GAO FOUND.
- ABBREVIATIONSBACKGROUND; SSA FACES KEY MANAGEMENT CHALLENGES IN HUMAN CAPITAL, DISABILITY PROGRAM ISSUES, INFORMATION TECHNOLOGY, AND PHYSICAL INFRASTRUCTURE; SSA'S PLANNING EFFORTS ARE NOT ADEQUATE TO ADDRESS THE LONG-TERM NATURE OF ITS MANAGEMENT CHALLENGES; CONCLUSION; RECOMMENDATIONS FOR EXECUTIVE ACTION; AGENCY COMMENTS; APPENDIX I: OBJECTIVES, SCOPE, AND METHODOLOGY; APPENDIX II: KEY QUESTIONS TO CONSIDER WHEN EVALUATING CONSOLIDATION PROPOSALS; Chapter 9: FISCAL YEAR 2013 INSPECTOR GENERAL STATEMENT ON THE SOCIAL SECURITY ADMINISTRATION'S MAJOR MANAGEMENT AND PERFORMANCE CHALLENGES.