Annual Statistical Supplement, 2019

Program Provisions and SSA Administrative Data

SSA Administrative Data

Service Delivery

Table 2.F7 Accuracy of selected agency determinations, and 800 telephone number call volume and wait times, fiscal years 2011–2018
Item	2011	2012	2013	2014	2015	2016	2017	2018
	Accuracy rates ^a (percent)
OASI payments
Payment review/stewardship results
Excess payments	99.9	99.9	99.8	99.5	99.6	99.8	99.7	99.9
Underpayments	99.9	99.9	99.9	99.9	99.9	99.9	99.9	99.9
SSI payments
Payment review/stewardship results
Excess payments	92.7	93.7	92.4	93.0	93.9	92.4	92.7	91.8
Underpayments	97.6	98.2	98.3	98.5	98.6	98.8	98.9	98.5
DI benefits ^b
Initial claims	95.5	96.3	96.0	95.8	95.5	95.8	94.8	94.7
Allowances	98.5	98.2	97.6	97.8	97.3	97.1	97.0	96.8
Denials	94.0	95.4	95.2	94.9	94.5	95.1	93.7	93.6
Reconsideration of denials	95.3	95.1	95.3	94.7	94.5	94.1	93.6	92.8
Reversals	97.9	98.4	97.3	97.0	97.3	96.0	96.2	95.6
Affirmations	94.9	94.6	95.0	94.4	94.1	93.9	93.3	92.4
	National 800 number network (1-800-772-1213)
Network calls received (millions)	76.8	79.0	84.7	81.0	72.2	77.4	75.6	82.5
Average wait for live agent service (minutes)	3.0	4.9	10.3	22.1	10.3	13.6	13.4	23.7
SOURCES: Social Security Administration, Office of Budget, Finance, Quality, and Management, Office of Quality Review (OQR).
NOTES: OQR conducts stewardship reviews on sample cases in current-payment status.
OASI = Old-Age and Survivors Insurance; SSI = Supplemental Security Income; DI = Disability Insurance.
a. For OASI and SSI payments, accuracy rates reflect the dollar value of properly determined payments as a percentage of total outlays. For DI benefits, accuracy rates reflect the percentage of determinations that did not require corrections.
b. Represents cases free of decisional and documentation errors.
CONTACT: Carolina Cruz (410) 966-9448, Elizabeth Tate (410) 966-1491, Roy Harper (410) 966-5997, or statistics@ssa.gov.