Social Security Administration’s Strategic Plan for 2013-2016 – Part 2 of 4 Part Series

To continue our series on Social Security’s Strategic Plan for 2013-2016, this week we will look at Goal # 2: Provide Quality Service to the Public. Good customer service is important for a business to thrive, and that goes for agencies such as SSA as well. Millions of claims were processed in-person, over the phone and online last year, despite a decreased amount of staff. By implementing the following strategies, SSA wants to continue to provide the best possible service for the public, as well as ease the work load for their diminished staff.

STRATEGIC GOAL #2: Provide Quality Service to the Public

As we have seen in recent years, SSA’s online services made it convenient to complete tasks such as filing a SSDI claim, filing an appeal, and submitting medical records. Due to public interest, SSA wants to expand the online services so that more types of claims can be filed online. They will also improve upon existing services to keep them up to date with the latest technology, so they continue to be efficient and user-friendly. With the popularity of using mobile devices to access the internet, SSA also plans to develop mobile-compatible versions of their online services to increase accessibility further. They also plan to explore other online options, such as click to talk and screen sharing, to assist the public in answering questions and sharing information.

The national “800” number developed by SSA in recent years has been helpful in regard to lightening the work load for the local field offices, but its helpfulness has come in to question by claimants who have attempted to navigate through the confusing menu system to ask questions or get information. Because SSA is receptive to this feedback, they plan to replace the national “800” number telecommunication system with a new state-of-the-art system. There will be no more lengthy menus and more phone lines to reduce the wait time. Callers will also be invited to take a survey after their calls to the “800” number in order for SSA to track its usability and make improvements where needed. The phone system for the field offices will also be restructured to become more user-friendly, however, SSA hopes more callers will utilize the “800” number so that their needs can be met more quickly.

In recent years, video teleconferencing hearings have become a common mode of communication for disability hearings, and will become more-so starting in fiscal year 2013. Not only does this continue to help process the back log of disability cases that have been waiting for a hearing, but it also benefits disability claimants who live in remote areas and have no access to either the hearing office or proper transportation. SSA plans to utilize facilities such as the Veteran’s Administration and the American Indian Tribal Centers to hold these teleconference hearings. By continuing this practice, SSA hopes to keep the wait time for a hearing to a minimum as well as save on time and travel costs.

Lastly, SSA plans to improve the understandability of the notices they mail to claimants, particularly post-eligibility notices for SSI. To achieve this, SSA will restructure their Title II notice system, modernize their notice architecture so that changes are easier to implement in the future, and implement “plain language” into the all of the notices to improve readability and clarity. By doing so, SSA hopes it will reduce the amount of phone calls and in-person visits the public makes because they have questions about a document they received.

SSA will measure the success of the above plans by analyzing the number of claims filed online, the answer speed and busy rates of the “800” number, and the ratings made by the public who are surveyed by the new phone system.

Next week: STRATEGIC GOAL #3: Preserve the Public’s Trust in Our Programs


Written by Anna Westfall & Attorney Andrew November




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