The agency’s “average speed of answer” metric masks longer call wait times, according to data in a recent OIG report.
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Less waiting, more clicking: Inside Social Security's ambitious 'digital-first' overhaul
The Social Security Administration is undergoing a massive transformation to become a "digital-first" agency. Learn how this ...
Wait times for unemployment calls in Pennsylvania have dropped to an average of nine minutes – the shortest in six years – the state Labor Department said Tuesday, another signal that the system is ...
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