[Federal Register Volume 63, Number 42 (Wednesday, March 4, 1998)]
[Notices]
[Pages 10670-10671]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 98-5482]
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SOCIAL SECURITY ADMINISTRATION
Statement of Organization, Functions and Delegations of Authority
This statement amends part S of the Statement of the Organization,
Functions and Delegations of Authority which covers the Social Security
Administration (SSA). Chapter S2 covers the Deputy Commissioner,
Operations. Notice is hereby given that Subchapter S2Q, the Office of
Telephone Services, is being amended to reflect a revised mission
statement, the abolishment of the Service Team, and the establishment
of the Teleservice Planning and Operations Procedures Team. The new
material and changes are as follows:
Section S2Q.00 The Office of Telephone Services--(Mission):
Amend to read as follows:
The Office of Telephone Services is responsible for planning,
implementing, operating and evaluating SSA's telephone service to the
public delivered by the National 800 Number and SSA Field Offices
(FOs). The Office plans and conducts studies, pilots and analyses of
800 Number and FO telephone operations to assess and improve the
service provided. The Office provides direct support to 36 TSCs and
approximately 1,300 FOs, including developing and communicating uniform
operating policies and procedures. The Office is responsible for
providing the American public with world class 800 Number telephone
service which provides: accurate, courteous, one-stop service with 95
percent access within 5 minutes; user-friendly automated services; and
tools which empower employees to deliver total customer satisfaction.
The Office maintains close, effective working relationships with SSA
policy, program, regional and administrative components, with many
other Federal agencies and with vendors which have important roles in
the delivery and evaluation of SSA's telephone service to the public.
This office manages SSA's National 800 Number network operation,
designs and administers call routing plans, continuously monitors call
handling and adjusts routing to handle emergency situations and to
maximize call-answering effectiveness and efficiency.
Section S2Q.10 The Office of Telephone Services--(Organization):
Amend as follows:
A. The Associate Commissioner, Office of Telephone Services (S2Q).
B. The Deputy Associate Commissioner, Office of Telephone Services
(S2Q).
C. The Immediate Office of the Associate Commissioner for Telephone
Services (S2Q).
Delete:
D. The Service Team (S2QA).
Establish:
D. The Teleservice Planning and Operations Procedures Center
[[Page 10671]]
(S2QC).
Section S2Q.20 The Office of Telephone Services--(Functions):
Amend to read as follows:
A. The Associate Commissioner, Office of Telephone Services (S2Q).
B. The Deputy Associate Commissioner, Office of Telephone Services
(S2Q).
C. The Immediate Office of the Associate Commissioner for Telephone
Services (S2Q).
Delete in its entirety:
D. The Service Team (S2QA).
Establish:
D. The Teleservice Planning and Operations Procedures Center
(S2QC).
1. Plans, designs, implements and evaluates studies of initiatives
related to the effective management, operation and future direction of
telephone services provided to the public by the national 800 number
and FOs.
2. Provides leadership on SSA telephone service planning
initiatives for the Office of Operations.
3. Researches and evaluates the application of innovative concepts
and new technologies for SSA's public telephone service.
4. Designs, implements and maintains management information systems
for SSA telephone service delivery. Analyzes data, evaluates trends and
long-range needs and prepares executive-level reports.
5. Evaluates and plans for implementation of legislative issues
that impact SSA's telephone service. Works with other SSA components,
other Federal agencies and vendors to ensure quality public telephone
services.
6. Plans, develops, implements and evaluates systematic measurement
processes to assess the operational effectiveness and efficiency of SSA
public telephone service operations.
7. Develops and maintains procedural guides, operational
instructions and training materials for TSC and FO employees providing
public telephone service.
8. Develops and evaluates plans for the effective utilization of
TSC and FO resources and equipment relating to delivery of telephone
services to the public.
9. Develops and evaluates operational telephone service quality
review policies. Evaluates telephone service delivery training needs to
ensure quality public service is provided.
Dated: February 4, 1998.
Paul D. Barnes,
Deputy Commissioner for Human Resources.
[FR Doc. 98-5482 Filed 3-3-98; 8:45 am]
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