Annual Statistical Supplement, 2021
Program Provisions and SSA Administrative Data
SSA Resources and Operations
Service Delivery
| Item | 2013 | 2014 | 2015 | 2016 | 2017 | 2018 | 2019 | 2020 |
|---|---|---|---|---|---|---|---|---|
| Accuracy rates a (percent) | ||||||||
| OASI payments | ||||||||
| Payment review/stewardship results | ||||||||
| Excess payments | 99.8 | 99.5 | 99.6 | 99.8 | 99.7 | 99.9 | 99.8 | 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 | 92.4 | 93.0 | 93.9 | 92.4 | 92.7 | 91.8 | 91.9 | 92.7 |
| Underpayments | 98.3 | 98.5 | 98.6 | 98.8 | 98.9 | 98.5 | 98.7 | 98.9 |
| DI benefits b | ||||||||
| Initial claims | 96.0 | 95.8 | 95.5 | 95.8 | 94.8 | 94.7 | 97.3 | 96.4 |
| Allowances | 97.6 | 97.8 | 97.3 | 97.1 | 97.0 | 96.8 | 98.5 | 98.5 |
| Denials | 95.2 | 94.9 | 94.5 | 95.1 | 93.7 | 93.6 | 96.6 | 95.1 |
| Reconsideration of denials | 95.3 | 94.7 | 94.5 | 94.1 | 93.6 | 92.8 | 96.0 | 95.6 |
| Reversals | 97.3 | 97.0 | 97.3 | 96.0 | 96.2 | 95.6 | 96.8 | 96.5 |
| Affirmations | 95.0 | 94.4 | 94.1 | 93.9 | 93.3 | 92.4 | 95.9 | 95.4 |
| National 800 number network (1-800-772-1213) | ||||||||
| Network calls received (millions) | 84.7 | 81.0 | 72.2 | 77.4 | 75.6 | 82.5 | 86.6 | 79.0 |
| Average wait for live agent service (minutes) | 10.3 | 22.1 | 10.3 | 13.6 | 13.4 | 23.7 | 20.4 | 16.1 |
| 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, or statistics@ssa.gov. | ||||||||