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HRD-79-62 1 (1979-05-01)

handle is hein.gao/gaobaazie0001 and id is 1 raw text is: HUM RESTRICTED - Not to be released outside the General Accoountng Office except on the basis of specific approval 1j0q'3 by the Office of Congressional Relations. UNITED STATES GENERAL ACCOUNTING OFFICE RELEASED WASHINGTON, D.C. 20548 AN RMSOURCES IVISON MAY 1, 1979 B-164031(4) The Honorable Max Baucus United States Senate The Honorable Charles Rose House of Representatives / The Honorable Robert F. Drinan House of Representatives On April 20, 1978, the Social Security Administration (SSA), with the Department of Health, Education, and Wel- fare's (HEW's) approval, requested permission from the General Services Administration to reactivate the monitoring of incoming public telephone calls to its teleservice centers. Presently, there are 31 teleservice centers assisting the public by answering questions on social security matters and by receiving and processing changes in beneficiary status- over the telephone. (See enclosure for center locations.) Your July 27, 1978, letter reuested hat we answer questions about the proposed monitortfhq-tivities. You also requested on July 11, 1978, that SSA provide you with similar information. As agreed on September 14, 1978, we have answered your questions primarily by evaluating infor- mation that SSA submitted in response to your request. Critical to SSA's proposal is whether telephone monitor- ing at teleservice centers is really needed. We have con- cluded that monitoring of incoming public telephone calls at the teleservice centers, if properly administered, could help ensure that accurate information is provided courteously to the public. HRD-79-62 IU 1fl5l411111 f6 / (0 3

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