NATIONAL COUNCIL OF SOCIAL SECURITY MANAGEMENT ASSOCIATIONS
National Council of
Social Security Management Associations
Office of Customer Service (OCS)
Wednesday, January 18, 2017
Recently the agency announced that the Office of Telephone Service would be renamed the Office of Customer Service and receive an expanded mandate. NCSSMA TSC Representative Michelle Smith recently interviewed OCS Lead Program Analyst Annie Polastre-Jackson regarding the changes.
Michelle Smith - What was the transition from the Office of Telephone Service (OTS) to the Office of Customer Service (OCS)?
Annie Polastre-Jackson - OTS’s core functions were telephone delivery for the National 800 Number Network (N8NN) and the Field Office Network Enterprise (FONE). With the transition to OCS, the organization has become about more than just telephone delivery, but rather OCS is now a customer-centric service delivery organization. OCS is now responsible for the design, implementation, oversight, and re-engineering of business processes that affect the customer experience. The office accomplishes its mission by monitoring service delivery and performance, analyzing customer feedback, and identifying solutions that improve the customer’s experience through a wide range of service delivery channels.
The first phase of the transition from OTS to OCS encompassed moving the management and oversight of the N8NN procedures and the Teleservice Center (TSC) Operating Guide workloads from OTS/OCS to the Office of Public Service and Operations Support (OPSOS). At the same time, oversight of the Workload Support Units (WSU) workloads transitioned to OCS.
MS - How did the movement of the Procedures team affect the Teleservice (TSC) and Program Service Centers (PSC)?
APJ - The transition of the Procedures team to OPSOS made sense because the function of writing and updating procedures are currently in OPSOS. During this first phase of the transition, we reassigned three OCS employees to OPSOS and these subject matter experts continue to handle the TSC procedures workloads. We experienced some challenges in determining responsibilities, but we have defined a clear communication process between OCS and OPSOS. We continue to work closely with OPSOS to work through the workload transition and provide support to the 800 Number community.
MS - What other changes occurred in the first phase of the transition?
APJ - The Centers’ names, functionalities, and some OCS employees were realigned with current and future workloads:
1. The Center for Toll-Free Service is now the Center for Contact Center Services
2. The Center for Field Services is now the Center for Field Service Support
3. The Center for Planning and Procedures is now the Center for Planning, Reporting and Analytics
MS - Did OCS add new functions during this transition? If yes, which functions, and where are they housed?
APJ - OCS received oversight of the Workload Support Units (WSU) workloads. This involved two subject matter experts transitioning from OPSOS to OCS. The WSU workload is under the Center for Field Service Support.
MS - Is the transition complete?
APJ - We are still in discussions on adding other service delivery functionalities. One functionality, which is part of the second phase of the transition, is the support of the Program Service Centers (PSCs). We are currently developing the role that OCS will provide in supporting the PSCs.
MS - When will OCS complete the transition?
APJ - We estimate that the second phase of the transition will be completed by the end of Fiscal Year 2017. As we complete each phase of the transition, we will communicate any impact to the regions.