Social Security Administration Processes 500 Millionth Call Through Modernized Phone System
On the morning of June 16, the U.S. Social Security Administration (SSA) processed its 500 millionth call through its Telephone System Replacement Program (TRSP)-driven modernized telecom system.
It was a milestone for Social Security, which began the TSRP with Avaya in 2007 and just celebrated its 80th birthday in August.
Social Security had long relied on a conventional, old-school PBX phone framework. Each of the agency’s 1,600+ offices had individual PBXs, and almost all had products that were nearing, or had reached, end of life.
“We were scrambling just trying to find parts,” explained Todd Markulik, the SSA’s contracting officer’s technical representative.. “We looked at our future, and realized a Voice over IP (VoIP) telephony solution would be a good fit for us as a way to really create a nationwide network.”
The agency worked with Avaya to create a cutting-edge IP telephony network and manage its average 400,000 daily calls. The SSA recognized the need to future-proof its system with an impending influx of Baby Boomers coming of age for Social Security.
Through the TSRP, SSA was able to streamline and consolidate systems, and cut costs by as much as 50 percent depending on office location.
“Previously, we had somewhere between 20 and 45 analog lines from a local phone company, and we were being charged $35 to $40 a month per line,” Markulik said. “When we moved to VoIP, we eliminated all but maybe eight of those lines.”
The carrier-grade, enterprise solution is government-owned and Avaya-managed, end-to-end. It features leading technology, from Network Skills Based Routing to Dynamic Virtual Forward, and gives the agency redundancies that help it support contact centers in four regions of the United States seamlessly. As a result, the agency was able to get through Hurricane Sandy, and major blizzards and storms without an incident.
The future of Social Security’s technology looks just as bright. Markulik pointed toward plans for an increase in soft phones, teleworking and VoIP capabilities in the near future.
“We’re well-positioned for the future,” he explained.