Social Security Administration 
Improve the National 800 Number Service
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Goal Leader: Erik Jones, Assistant Deputy Commissioner, Office of Operations |
Goal Statement: Improve the customer experience by reducing the Average Speed of Answer on the National 800 Number.1
- By September 30, 2020, achieve an average speed of answer of 17 minutes.
- By September 30, 2021, achieve an average speed of answer of 11 minutes.
1This target is also a budgeted workload measure (BWM) and as such are estimates. BWM estimates are updated each year with the President’s Budget. The FY 2021 target will be finalized with the FY 2021 enacted appropriation.
Goal Action Plans & Progress Updates
