Annual Statistical Supplement, 2010

Program Provisions and SSA Administrative Data

SSA Administrative Data

Service Delivery

Table 2.F7 Accuracy rates and use of 800 telephone number, fiscal years 2005–2009
Item 2005 2006 2007 2008 2009
Accuracy rates (percent)
OASI payments
Payment review/stewardship results
Excess payments 99.9 99.8 99.9 99.8 99.8
Underpayments 99.9 99.9 99.9 99.9 99.9
SSI payments
Payment review/stewardship results
Excess payments 93.6 92.1 90.9 89.7 91.6
Underpayments 98.6 97.8 98.5 98.3 98.4
Disability Insurance benefits a
Initial claims 92.0 93.4 93.8 94.4 94.9
Allowances 90.2 96.1 96.5 97.7 98.0
Denials 93.5 92.0 92.3 92.5 93.0
Reconsideration of denials 91.1 91.2 91.9 92.1 94.3
Reversals 95.4 96.2 97.5 97.8 97.9
Affirmations 90.3 90.5 91.0 91.2 93.7
National 800 number network (1-800-772-1213) b
Network calls received (millions) 84.5 91.8 79.9 82.6 85.7
Average wait for live agent service (minutes) 5.0 4.6 4.2 5.4 4.1
SOURCES: Social Security Administration, Office of Quality Performance and Office of Central Operations, Office of Telephone Services.
a. Represents cases free of decisional and documentation errors.
b. Data for 2005–2007 may not match those in previous editions of this table because of the introduction in 2008 of new measurements of call volume and processing time.
CONTACT: Martha Takla (410) 966-3888, Roy Harper (410) 966-5997, or supplement@ssa.gov.