Auditors credited the improvements in the Social Security system to a new telephone customer service system, changes in ...

The Social Security Administration has stopped publishing key customer-service metrics, which will make it more difficult to track whether performance is improving or eroding over time. As a result, ...

The agency’s “average speed of answer” metric masks longer call wait times, according to data in a recent OIG report.

The Social Security Administration — under pressure from Senate Democrats —is on track to finish an internal audit of the agency's call wait times by year's end, Axios has learned. Why it matters: ...

JEFFERSONVILLE, Ind. (WDRB) -- The public agency overseeing RiverLink will pay a contractor to address “unacceptable customer service metrics” with the Ohio River toll network as average call wait ...

(CNN) — The Social Security Administration’s acting inspector general has opened a review of the agency’s call center wait times and its ability to deliver services to Americans. The investigation was ...

The Maryland Public Service Commission is investigating complaints from BGE customers about high bills and long customer ...

New Social Security Commissioner Frank Bisignano has fired back at Democratic Senator Elizabeth Warren over her criticism of the agency's changes and customer service in recent months. He defended the ...

The sight is all too familiar in businesses across the globe. A customer joins a queue, waits for a few minutes, glances around with growing impatience, checks their watch or phone, and then simply ...

The Maryland Public Service Commission (PSC) — in charge of regulating the states’ utility companies — called BGE to testify Wednesday on its long customer service wait times and suggested the utility ...