SSA faces IT management problems

SSA's volume of telephone calls is as well rising, with 68 million calls expected in 2010, up from 58 million two years earlier. The agency has adopted VoIP (Voice over Internet Protocol) telephone systems to integrate its networks and provide faster call routing.

However, the administration's field offices have problems with the VOIP services, the audit stated. "For instance, we encountered long wait times, disconnected or dropped calls, poor sound quality, and difficulty when navigating the telephone menu tree. If our experiences are representative of VOIP functionality, this raises concerns about the level of customer service provided to individuals calling SSA's field offices," O'Carroll wrote.

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