Masters Thesis

Proposal to improve social security administration's service delivery through 2025

Social Security Administration (SSA) administers the Old Age and Survivors Insurance (OASI), Social Security Disability Insurance (SSDI) and Supplemental Security Income (SSI) programs that affect the lives of many American families. These programs pay out more than $800 billion in annual federal benefits. In its nearly 80 years of service to the public, SSA has had an overall good reputation among its employees and customers. It has ranked among the top 10 best places to work, according to the Partnership for Public Service nonpartisan organization. In addition, it’s one of the federal agencies with highest customer satisfaction ratings, according to American Customer Satisfaction Index (ACSI) reports. Yet, future challenges threaten its good reputation. A rise in demand for services, demographic changes, budget uncertainty and an increase in the potential for fraud are among the top challenges SSA is facing. Vision 2025 is a strategic plan by SSA that seeks to respond to these challenges by increasing its online services. This paper, through analysis of current procedures, proposes three new recommendations to these challenges by enhancing existing practices. First, increasing collaboration efforts between the local SSA field offices (FOs) and Disability Determination Service (DDS) offices will assist with reducing claim backlogs. Second, in response to the increase in the number of disability applications filed online, SSA must increase its anti-fraud measures at the FO level. Moreover, SSA needs to look at ways to increase current revenue by beginning to charge a fee for Social Security Number (SSN) cards. This will help increase funding for necessary administrative expenses. These changes will help SSA deliver faster and more secure services to the public and increase its revenue.

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