§2.Reinstating transparency of SSA operations
This section requires the Commissioner of Social Security, not later than 90 days after enactment of this Act and monthly thereafter, to publish on the Social Security Administration (SSA) website, for the most recent month available, information on (1) first contact resolution percentage for claimant interactions; (2) customer satisfaction percentage by service channel (e.g., in-person, 800 number calls); (3) 800 number metrics, including total customers served, average daily call volume, average call wait time, average speed of answer, percentage reaching a representative, and percentage handled by callback; (4) old-age and survivors insurance claims under title II (excluding disability benefits), including percentage receiving benefits within two weeks of applying, average time to payment, claims approved or denied, claims pending, percentage of appointments within 28 days of applying, and percentage filed online; (5) disability insurance benefit claims under section 223 (42 U.S.C. 423), including average processing time, average time to payment, initial determinations pending, claims received, approved, or denied, percentage of appointments within 28 days of applying, percentage filed online, and processing times and percentages at initial, reconsideration, and hearings levels; (6) disability reconsideration appeals, including average processing time, appeals filed, and decisions issued; and (7) disability hearings, including average time to hearing, hearings conducted in person, by phone, or virtually, and hearings pending. The section further requires SSA to maintain a live tracker on its website displaying 800 number call wait time, callback wait time, callers on hold, and callers waiting for callback; and to publish monthly information on system outages affecting staff job functions.