Disability, History, Online Services, Retirement, Survivors

We Observe Customer Service Week All Year

October 5, 2015 • By

Last Updated: October 5, 2015

A woman behind the counter smiles at youDuring Customer Service Week–10/4-10/9–we have the wonderful opportunity to highlight a top priority for us at the Social Security Administration. From our humble beginnings in 1935 when Franklin Roosevelt signed the original Social Security Act into law, customer service has been a part of our DNA. As much as Social Security has been a part of the fabric of America for the last 80 years, so too has been our long standing tradition of delivering courteous, responsive customer service to people of all ages who come to us for assistance, often at a critical juncture in their life.

From the courteous service provided by a small group of Social Security employees when the first office opened in Austin, Texas in 1936 to the more than 45,000 frontline employees who today provide exceptional customer service at over 1,400 local community-based offices around the country, Social Security has never wavered in its long-standing commitment to focus on the needs of the people we serve. We recognize that we are the face of government in the community for most people, and we welcome that role with a steadfast dedication to deliver the kind of customer service that the people of this Nation expect and deserve from their government.

Certainly, the needs and expectations of our customers have changed over our rich 80-year history. While in the early years of the program most government services were handled in person and most transactions were done on paper, today modern technology has allowed Social Security to adapt our service delivery model to meet the higher expectations and demands of a growing customer base.

For example, in the 1980’s Social Security was one of the first government agencies to offer nationwide toll-free telephone service at 1-800-SSA-1213. Last year, the toll-free telephone service handled over 60 million calls, proving that 3 decades later it is still a viable, convenient customer service option for many individuals. Today, as more and more Americans expect and demand more convenient service options, we provide options for the public to utilize the Internet to quickly and securely conduct their Social Security business online at www.socialsecurity.gov. It’s become such a popular option that more than half of all retirees now file for Social Security retirement benefits online from the comfort of their home or office.

A more recent customer service feature allows both current workers and current beneficiaries to create their own personal mySocialSecurity account to access and manage their Social Security records. More than 20 million individuals have created their own mySocialSecurity account, and the feature is so popular that a new account is created every 6 seconds! While Social Security is recognized today as a leader in customer service and has five of the top-rated government online services, including some rated higher than those offered by leading private-sector companies like Amazon and Apple, we are not resting on our laurels. From testing video technologies to enable individuals to conduct business face-to-face with us remotely, including from the comfort of their home, to adding real time online customer engagement tools like “click to call back” or “click to chat”, Social Security is constantly seeking better, more convenient ways to improve the customer experience.

There is one thing, however, that will not change—our commitment to the customer and giving every individual the choice of how they want Social Security to serve them.  Whether someone elects to use one of our convenient and secure online service options or they choose to come see us face-to-face at one of our community-based offices, they can expect to be treated to exceptional service because we celebrate customer service week every day of the year, not just for one week. Our 65,000 employees are passionate about public service and are dedicated to preserving the legacy entrusted to us 80 years ago.


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Deputy Commissioner, Operations

Comments

  1. daniel l seeley

    why are not all paper checks coming in the mail

    • Vonda VanTil, Public Affairs Specialist

      Thank you for contacting us, Daniel. Unfortunately, and because of security reasons, we do not have access to personal records in this blog and cannot assist you.

      To report non-receipt of a paper check, you will have to contact your local office or call our toll-free number at 1-800-772-1213. Representatives are available Monday through Friday, between 7 a.m. and 7 p.m.

  2. David A Brendsel

    I set up my online SS account access in 2016. I don’t sign into the account very often. Two weeks ago I signed in and was denied access because the site said I had tried too many time with the wrong sign information.
    Today I tried to sign in again and was not able to get in. I have tried everything under the Sun phone calls to SS with no calls taken and online site ?’s to no avail. I don’t want to open a new account and confuse SS more.
    Please contact me with a person who can help. Thanks
    David A Brendsel 701-570-3516

    • Vonda VanTil, Public Affairs Specialist

      Hi David, thanks for using our blog. Sorry to hear you are having difficulties accessing your my Social Security account. For assistance with your account, you may:
      •Call us at 1-800-772-1213 (TTY 1-800-325-0778), Monday through Friday from 7 a.m. to 7 p.m. At the voice prompt, say “helpdesk”; or
      •Contact your local Social Security office.

  3. Brian Ordway

    ok this is Brian Ordway I requested a new password cause I can not find where I wrote it down. you guys say I have an account all set up but I can’t get in it. second I lost the card for Medicare part A and B. I do not wish to keep it at this time. I will sign up when I’m 65. I’m only 56 now. I do receive SSI cause of my health. I’m a disable vet. lost of lower left leg, now I’m a heart transplant, I now am a Diabetic and I now have sudden earing lost in my right ear. can you help me Brian

    • Vonda VanTil

      Thank you for your service, Brian! We offer various ways for you to reset your password. See our Frequently Asked Questions web page for more details.

      You can voluntarily terminate your Medicare Part B (medical insurance). However, since this is a serious decision, you may need to have a personal interview. A Social Security representative will help you complete Form CMS 1763. To find out more about how to terminate Medicare Part B or to schedule a personal interview, contact us at 1-800-772-1213 (TTY: 1-800-325-0778) between Monday through Friday from 7:00 AM to 7:00 PM. You can also contact your nearest Social Security office.

      If you have TRICARE, keep in mind that current law requires TRICARE beneficiaries who are entitled to Medicare Part A to enroll in Medicare Part B to retain their TRICARE benefits. Please visit the TRICARE web page or contact the Department of Defense or a military health benefits advisor for more information.

  4. Denika Lee

    I applied for my daughter’s social security card when she was born in the hospital and never got one. I need her number as soon as possible so i can file my taxes. Please call me back or email me with it or how to receive it since i never got one. 2545483554

    • Vonda VanTil

      Hi Denika. Congratulations on the birth of your daughter! We apologize for the delay in receiving her Social Security card. Each state has different processing times. See our chart on how long your state takes to process the card application. If you haven’t received the card within the time frame given, visit your local Social Security office. You also can call us at 1-800-772-1213 (TTY 1-800-325-0778) between 7 a.m. to 7 p.m., Monday through Friday.

  5. Richard Andre

    Can someone please explain why I cannot get a power chair while I am a resident in a nursing home. I am disabled mostly due to
    AcalasisaGout, Arthtopathy
    Acalasisa, Esophageal
    Charcot’s Arthopathy
    Type 2 Diabetes Mellitus with diabetic polyneuropathy Asthma with COPD
    Essential Hypertension Arthritis both knees, no cortalige in either knees
    Muscle atrophy of lower extremity Abnormality of gait and mobility Chronic
    pain Rheumatoid arthritis of multiple sites with negative rheumatoid
    factorAND Athropathy Hyperlipidemia LDL Arthritis of shoulder region
    Transmetatarsal amputation right foot Chronic kidney disease stage III
    Total replacement left shoulder Rheumatoid arthritis involving both wrist
    with. Negative rheumatoid factor
    Maybe some one ssa can contact me andi tell me why I. Do not qualifie for power chair.

    Richard Andre
    10145 Florida Blvd
    Baton Rouge, LA 70815
    225-888-7543

  6. Virginia L Cicle

    I have a letter saying I might be able to draw off my husband Social Security he recently retired. I have been drawing SS disability for 12 years

    • Ray Fernandez, Public Affairs Specialist

      Hello Virginia. Please call our toll free number at 1-800-772-1213 for assistance. Representatives are available Monday through Friday, between 7 a.m. and 7 p.m.
      Generally, you will have a shorter wait time if you call later during the day or later in the week. Thanks!

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  10. Sean R. Williams

    Is there a way that I could get a meeting or at least an email address or phone number. I’ve been having major issues both on the phone and in person with SSA representatives. I f you answer no to my question, I’d completely accept that. I will not accept you asking me to explain the situation so you could direct me to who you think best will resolve my issue.
    I thank you in advance for your yes or no answer.

    • Ray Fernandez, Public Affairs Specialist

      Hi Sean. To submit your comment, complaint or suggestion, you can write to us or send us an email message. Thanks.

      • Sean R. Williams

        What’s the email address

        • Ray Fernandez, Public Affairs Specialist

          To e-mail us, go to http://go.usa.gov/h2te.

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