Social Security Views Of Agency Personnel On Service Quality And Staff Reductions PDF Download

Social Security Administration is in the fifth year of its 6-year st aff reduction plan. Through fiscal year 1988, SSA had reduced its staff by about 13,100, or about 77 percent of target. For fiscal year 1989, SSA currently plans a reduction of about 1,800, leaving a reduction of 2,100 staff to be realized in fiscal year 1990. Our objectives were obtain the views of SSA personnel on (1) the quality of service, impact of staff reductions, unit performance, and morale and compare those views with the results of a survey we administered 2-years earlier; (2) the current quality of specific services, such as client waiting time and telephone access; and (3) the effect of recent SSA initiatives-appointments and teleclaims-on service. Keywords: Budget reduction, Psychological impact, Personnel reduction, Job performance, Employee morale, Efficiency. (jes).