Annual Statistical Supplement, 2020

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 2012–2019
Item	2012	2013	2014	2015	2016	2017	2018	2019
	Accuracy rates ^a (percent)
OASI payments
Payment review/stewardship results
Excess payments	99.9	99.8	99.5	99.6	99.8	99.7	99.9	99.8
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	93.7	92.4	93.0	93.9	92.4	92.7	91.8	91.9
Underpayments	98.2	98.3	98.5	98.6	98.8	98.9	98.5	98.7
DI benefits ^b
Initial claims	96.3	96.0	95.8	95.5	95.8	94.8	94.7	97.3
Allowances	98.2	97.6	97.8	97.3	97.1	97.0	96.8	98.5
Denials	95.4	95.2	94.9	94.5	95.1	93.7	93.6	96.6
Reconsideration of denials	95.1	95.3	94.7	94.5	94.1	93.6	92.8	96.0
Reversals	98.4	97.3	97.0	97.3	96.0	96.2	95.6	96.8
Affirmations	94.6	95.0	94.4	94.1	93.9	93.3	92.4	95.9
	National 800 number network (1-800-772-1213)
Network calls received (millions)	79.0	84.7	81.0	72.2	77.4	75.6	82.5	86.6
Average wait for live agent service (minutes)	4.9	10.3	22.1	10.3	13.6	13.4	23.7	20.4
SOURCES: Social Security Administration, Office of Analytics, Review, and Oversight, Office of Quality Review (OQR); and Office of Operations, Office of Customer Service.
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.