Annual Statistical Supplement, 2005

 

SSA Service Delivery

Table 2.F7 Accuracy rates and use of 800 telephone number, fiscal years 2000–2004
Item 2000 2001 2002 2003 2004
Accuracy rates (percent)
OASI payments
Index of dollar accuracy 99.6 99.9 a a a
Payment review/stewardship results
Excess payments 99.9 99.9 99.9 99.9 --
Underpayments 99.9 99.8 99.9 99.9 --
SSI payments
Index of dollar accuracy b 94.0 91.4 a a a
Payment review/stewardship results c
Excess payments 94.7 93.3 93.4 93.9 --
Underpayments 98.6 98.8 98.6 98.8 --
Disability Insurance benefits d
Initial claims 94.2 93.9 94.2 93.3 93.70
Allowances 97.0 96.8 97.1 96.6 96.50
Denials 92.4 92.0 92.4 91.5 92.00
Reconsideration 92.2 91.0 90.5 90.9 90.60
Reversals of denials 96.9 96.8 95.9 96.6 96.50
Affirmations of denials 91.3 89.9 89.4 89.9 89.60
National 800 number network (1-800-772-1213)
Number of calls received (millions) 76.3 74.8 62.3 64.0 67.20
Average time calls answered (minutes) 2.5 2.8 4.7 3.8 4.17
SOURCE: Social Security Administration, Office of Finance, Assessment and Management, Office of Central Operations.
NOTE: -- = not available.
a. OASI and SSI Index of Dollar Accuracy Reviews were terminated in 2003.
b. Excludes determinations of disability.
c. Beginning with fiscal year 2000, the SSI payment review/stewardship results are reported as the percentage of payments free of preventable error.
d. Represents cases free of decisional and documentation errors.
CONTACT: Bob Marks (410) 965-4527 or John Hebert (410) 965-3915.