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Its likely the "computer doodle" was an electronic kiosk where she'd describe what she was visiting the office for. Its done to help track traffic and customer trends. In a busy ofice you'd have different staff memebers sort the crowds in the office to attend to them expeditiously.
generally, you'd give your customers with appointments priority over walk ins, especially for a 1-2 hour disability. A smaller mall office like the one described here doesn't likely have but 3-4 people who can work on disability claims and they would likely to be working their appointments 1st. Some offices work appointments in the morning and process the morning claims and return calls during the afternoon.
Most customers these days call the 1(800)# for an appointment first.

That being said, the staff could have told the lady that It would be a few minutes until someone could assist her.

If her illness is catastrophic they could try to help her that day.
When she files her diability aplication online, those same employees at that office will review it and call her back to complete the claim by phone or mail. NEXT!

Have Worked for SSA  | Monday, August 04, 2008 |  03:04 PM

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If the staff was behind bullet-proof glass as stated in the article, how did the reporter know that they were talking about non-work issues? Bullet-proof glass is pretty sound-proof too. She was making assumptions; not stating facts. It's my understanding that reporters are to report "facts", and that if they are offering an opinion, they do that on the "editorial" page. Oh, maybe that was where this article was published; silly of me for not checking. Finally, I've worked for the federal government for 28 years. Pre-9/11, I've worked in federal offices where customers could come up to the customer service desk wearing guns and carrying other weapons. This is no joke. I'm sure if Ms. Sanden had been in my office when a man came in brandishing a huge knife, threatening us, she would not hesitate to look for someplace safe to hide. We had no choice then but to deal calmly with the person and hope a co-worker called a security guard for us. I'm not excusing a federal employee for not doing their job. But Ms. Sanden didn't know that they weren't doing their job. As Jack Webb used to say: "Just the facts, ma'am".

Helen  | Friday, August 01, 2008 |  11:35 AM

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The comment by a reader stating "This person must not get out much" bothered me enough to respond because it's like he or she didn't get the point and it almost renders the customer's shared experience in the press as pointless.

What happened to common sense? Whether a federal employee or not, we should always treat our customers promptly and courteously with dignity and respect. The customer deserves an apology, not a criticism. If service improves at Fergus Falls (and other places) as a result of the customer talking about her experience, she will have done a great public service to the community. (A ten minute wait is way too long given the situation she described.) And if we put ourselves in our customers' shoes more often, maybe we can figure out how to improve our delivery of services to the community before the customers do. It's that simple.

We can do better.

(The opinion expressed is solely that of mine and not my agency.)

David Starck  | Wednesday, July 30, 2008 |  08:35 AM

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Getting upset about only a 10 minute wait? This person must not get out much.

I must be missing something  | Tuesday, July 29, 2008 |  08:36 PM

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