H.R. 6367: Social Security Data Transparency Act

This bill, titled the Social Security Data Transparency Act, aims to increase the transparency of the operations of the Social Security Administration (SSA). Specifically, it mandates the Commissioner of the SSA to publish various performance metrics on a publicly accessible website. The key provisions of the bill include the following:

Performance Statistics Publication

Within 90 days of the bill's enactment, and monthly thereafter, the SSA is required to publish information that includes:

• First Contact Resolution: The percentage of claimant interactions resolved during the first contact with the SSA.
• Customer Satisfaction: The percentage of claimants satisfied with each service channel, such as in-person meetings or phone calls.
• 800 Number Metrics: Statistics regarding the SSA's toll-free number service, including:
  • Total customers served
  • Average daily call volume
  • Average call wait time
  • Average callback wait time
  • Average speed of answer
  • Percentage of callers who reach a representative
  • Average service time
  • Agent busy rate
  • Percentage of calls handled by callback
• Old Age and Survivors Benefits: Data including the percentage of claimants who receive benefits within two weeks, average time to payment, claims approved or denied, and appointment scheduling statistics.
• Disability Determination: Related to claims under the Social Security Act, including:
  • Average processing time
  • Time to receive benefit payment
  • Initial determinations pending
  • Claims received, approved, or denied
  • Percentage of appointments scheduled within 28 days of future claims
  • Online claims filed
• Disability Decision Reconsideration: Information about appeal processing times and numbers.
• Hearing Information: Details about hearings conducted after initial decisions, including average waiting time for hearings and the number of hearings pending.

Live Tracker Requirement

The SSA will also be required to maintain a live tracker on its website that displays real-time statistics for the 800 number service, including:

• Current call wait time
• Current callback wait time
• Number of callers on hold
• Number of callers waiting for a callback

System Outages Reporting

Also stipulated in the bill is a requirement for the SSA to report information regarding system outages. This includes data on how many outages affect SSA staff’s ability to perform their job duties, which should be published within 90 days of enactment and on a monthly basis thereafter.

Definitions

The term 800 number in this bill refers to the toll-free national number of the SSA or any successor number.

Relevant Companies