Reminds me of my bank, where the tellers don't like it when I use the ATM.  They don't get credit for those, which are processed at a central location.  But I don't have to stand there while they point me in the direction of the salesperson in the corner who sells lousy mutual funds with high commissions. 

At IRS, we found that a service rep could deal with 4 walk-ins an hour, and 18 phone calls an hour.  Of course the questions weren't always the same.  

Meanwhile, "The former head of the Social Security Administration is warning that the agency could be at risk of missing payments to seniors for the first time in its history thanks to the dramatic staffing cuts planned by the Trump administration as it seeks to slash the federal workforce.

“I do think it’s going to happen,” Martin O’Malley, who served as Social Security commissioner under former President Joe Biden, told Yahoo Finance. “If I were a beneficiary, I’d be setting aside some money right now.”

Social Security Administration officials announced late last week that they intended to lower the agency’s headcount to 50,000 workers, down from approximately 57,000 today and 66,000 a decade ago, in part by offering staff cash buyouts and early retirement incentives. The agency said its cuts would “focus on functions and employees who do not directly provide mission critical services.”