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

In the last part of our four-part series, we will explore SSA’s fourth goal, Strengthen our Work Force and Infrastructure. SSA must incorporate technology with man power in order to adequately face the daunting logistical and technical challenge of delivering services to the public. With veteran SSA staff now retiring, and technology and the buildings that house that technology now aging, SSA must carefully plan how to move forward amidst these changes.

STRATEGIC GOAL #4:  Strengthen our Work Force and Infrastructure

Because a generation of SSA employees is now in the process of retiring, SSA is charged with the important task of obtaining replacement employees that can operate just as efficiently and effectively. In order to achieve this, SSA plans to refresh their training and tech support procedures for new employees, as well as offer high-value learning and leadership development opportunities in hopes that those employees will stay with SSA for the long-term. The public that utilizes services through SSA is changing, as well. With so many different services offered, SSA sees people of many different ages and cultural backgrounds. In order to stay current with the diverse public, SSA employees must also be diverse. SSA hopes to recruit and retain individuals from different backgrounds, including veterans and people with disabilities, in order to better serve this diverse public.

SSA’s information technology system, which consists of national databases, software applications, large back-end computer platforms, which support thousands of networked computers, printers, fax machines and phone systems, is housed in two different buildings. One of these buildings house SSA’s National Computer Center. Even though the technology itself is newer, the building itself was built in 1979. Fortunately, Congress has already approved the building of a new structure, which will reduce the threat of the computer system being damaged by leaks caused by aging plumbing, or fires that may be a result of aging electrical wiring. With so much private and sensitive information stored on their databases, security of that information that is communicated through SSA’s IT system is crucial. SSA plans to continue to improve upon their cyber security protections, including increased monitoring. Technology is essential to everything SSA does, so this is a particularly important part of the strategic plan for fiscal year 2013-2016.

Those of us in the Cleveland area may remember that several SSA field offices either closed or consolidated with other offices within the last couple years. This is keeping in line with SSA’s goal of reducing their “carbon footprint.” SSA saved over $15 million last year by cancelling leases held by field offices. Along these same lines, SSA wants to explore the possibilities of Telework to increase productivity and further reduce not only their carbon footprint, but those of their employees (please visit http://www.telework.gov/ for more information on Telework). The field offices that continue to exist will benefit from greater security for employees and the public alike, in the light of heightened threats and violence towards government agencies. The field offices will also become “greener” by December 2012 by reducing energy and water usage. This will complete SSA’s Environmental Management System Plan, which is also in accordance with Executive Orders 13423 and 13514.

SUMMARY

With changes such as the advancement of online services and new disability development tools, these goals are exciting for SSA employees and the public alike. By the end of 2016, the public can expect:

-          High-quality disability services and timely decisions

-          Superior customer service and increased access to services

-          Increased accuracy and efficiency of records and payments

-          Well-educated employees, state-of-the-art technology and updated infrastructures

In order for SSA to measure its success, they will turn to quarterly internal progress reviews. These will allow SSA to make adjustments if and when necessary. The Commissioner and other executives will receive a monthly Tracking Report to assess whether or not SSA is reaching its goals in a timely fashion. If all goes according to plan, SSA hopes to have all of its strategic goals accomplished within the next two years.

Written by Anna Westfall & Attorney Andrew November

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