Statement:No Data Available
Description:
We know that the public is accustomed to self-service options, including those offered through automated phones and the Internet. We also know that our customers increasingly use, and even prefer, our online services. In addition, based on the American Customer Satisfaction Index, our online applications have ranked in the top five in government for many years. Three of our websites – iClaims, Retirement Estimator, and Help with Medicare Prescription Drug Plan Costs – either matched or outperformed commercial sites, including perennial leader Amazon. In FY 2007, approximately 10 percent of our customers filing for retirement filed online. In FY 2013, more than 49 percent of retirement applicants and 45 percent of disability applicants filed online. In response to the rising demand and usage, we will increase the number and types of self-service choices we offer.
The foundation for increasing our online services is the my Social Security portal we established in 2012 and enhanced in early 2013. Through this portal, people who register can view their Social Security Statement, get a benefit verification letter, start or change their direct deposit, and change their address – all online.
We are enhancing my Social Security to allow customers to file a claim for retirement or disability benefits, request a replacement Social Security card, and access many other services. We will also expand the portal to include online notice delivery and offer the choice to opt out of paper notices. The enhanced capability will allow us to communicate with customers on the status of their claims or appeals and advise them of any documents we may need from them.
To accommodate increases in mobile technology use, we will accelerate our development of applications using responsive design (i.e., applications will automatically adjust to work on any electronic device). We will be able to deliver service seamlessly and conveniently to smartphones, tablets and laptops alike.
As of September 2013, 6.2 million people had created accounts under my Social Security. Our goal is to significantly increase the number of registrants each year. We are developing an aggressive, multi-faceted marketing and promotional strategy to attract customers to our online service offerings. This effort will support yet another of our major initiatives – to significantly increase use of our online services.
Strategies:
- Expand personal services available under my Social Security to include high-volume workloads, such as Social Security number replacement cards;
- Move our online applications under a single customer account registration;
- Accelerate development of additional online products;
- Expand the availability of online applications using responsive design and the use of self-help personal computers available in our offices or community locations;
- Provide direct access to information and notices for individuals and designated third parties;
- Offer electronic delivery of notices and an option to opt out of paper notices; and
- Increase the public’s use of self-service options by aggressively promoting and marketing our online applications and services.
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Statement:No Data Available
Description:
Many of our customers seek services from and interact with other government agencies and community organizations. We are committed to reducing the burden people face when dealing with multiple organizations to get the services they need. To improve our ability to serve the American public, we must continue our strong relationships with other government agencies and community organizations. We can learn from other agencies and organizations with similar programs, share data as permitted, and develop processes and procedures that are less cumbersome and more focused on the customer. Partnering with other agencies and organizations improves the customer experience and supports the Administration’s “one-government” approach.
As part of a broader initiative to support one-stop online access to multiple government services, we will collaborate with other government agencies and community organizations to install Social Security Express kiosks (i.e., self-service computer stations offering access to our online services) at their respective facilities. This collaboration will benefit both the customer and our agency as we anticipate cost savings from expanding our online self-service options.
We will work to increase our collaboration with the Departments of Defense and Veterans Affairs on the Wounded Warriors Initiative. In this effort, we focus on improving the transfer of medical information, expediting the disability claims process, and facilitating payments to wounded service members, veterans, and their families. Electronic sharing of medical information is a key feature of this initiative.
Strategies:
- Pending result of the pilot, implement Social Security Express to provide service using self-service kiosks in community locations;
- Provide Social Security services through other government agencies, community-based organizations, tribal governments, and private organizations that serve our customers;
- Increase collaboration with the Departments of Defense and Veterans Affairs to improve processes for veterans and service members; and
- Improve information sharing among other government agencies for records, data, and other information.
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Statement:No Data Available
Description:
No matter how customers contact us, we must strive to provide them with the correct information in the most professional manner at the first point of contact. We serve customers best and improve our own efficiency by avoiding the need to transfer customers to another contact. We will assist our staff in applying some of the more complex policies in our programs by further improving our decision support systems. In addition, by offering customers the option of speaking to a Social Security representative in real time during their online encounter with us (i.e., “click-to-talk”), we will enhance the customer experience for those who prefer to apply for benefits online. We also will implement screen sharing and instant messaging as additional customer support options.
To further educate and engage the public, and support completion of their business at the first point of contact, we will streamline our online disability application. We also will increase our inventory of informational videos for our website and YouTube, and produce more webinars. These initiatives will help to increase customers’ understanding of our programs, as well as inform them of our policies and requirements up front and enhance their experience with us.
Strategies:
- Implement online support options, including click to talk, screen sharing, and instant messaging;
- Integrate our online applications, such as the streamlined online disability application; and
- Increase the use of video service.
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Statement:No Data Available
Description:
As more people are able to take advantage of our online options, fewer people will need to visit an office. As a result, we will not need to maintain the current number of Social Security offices. We will streamline our field office structure, as well as our administrative office structure, to reduce costs and make the best use of our employees’ time and skills. As we realign our offices, we will remain mindful of the need to ensure we can offer personal assistance when customers require face-to-face assistance. Strategic use of our physical space ensures that we will be able to continue to uphold our mission of providing a world-class customer service experience.
Strategies:
- Design space, maintain offices, and reassess the structure of internal facilities to optimize resources and maximize opportunities for improved service delivery; and
- Explore solutions that optimize the operational efficiencies of offices, including co-locations.
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