COVID-19, Online Services

Social Security’s Plan to Better Serve You

July 16, 2020 • By

Reading Time: 1 Minute

Last Updated: June 23, 2021

We are committed to improving service to the millions of Americans who expect and deserve timely and accurate help from us.  This effort requires that we modernize our technology so we can provide our employees with effective, easy-to-use tools that help them do their job well.  As the COVID-19 pandemic has also underscored, we must offer additional online, remote service, and self-service options that you expect from organizations today.

While such service options depend on modern technology, many of our systems are more than 30 years old.  Thus, nearly two years ago, we initiated a multi-year Information Technology (IT) Modernization Plan to replace our outdated systems with updated technology that enhances our service capabilities.  We have updated this plan to build on the tremendous progress we have made over the past two years and to reflect input from public and private technology experts, our frontline employees, and most importantly, from our interactions with you.

This update enhances our focus on improving our services online, over the telephone, and in our local offices.  We are also committed to ensuring that the service options we offer are both secure and easily accessible.  Currently, it is too hard for many people to prove who they are to access our online services, which is why we have made improving our my Social Security account registration process a foundation of our modernization efforts.

We will continue to review our IT Modernization plans to make sure that they are flexible enough to keep up with rapid technology change and future customer needs so that we deliver on your expectations. I invite you to read our IT Modernization plan and the 2020 Update.

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About the Author

Andrew Saul, Commissioner, Social Security Administration

Commissioner of Social Security Administration (June 17, 2019 - July 9, 2021)

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Comments

  1. LaVerne M.

    Very glad to hear, I appricate all the info, try to keep up with all the info I receive.

  2. Richard

    How do I submit form W-4V (voluntary withholding request) while the local Social Security offices remains closed?

    • V.V.

      Hi Richard, thanks for using our blog. After completing and signing the W-4V, you can mail it to your local Social Security office. Use our Social Security Office Locator to obtain their mailing address. We hope this helps!

  3. Barry G.

    If your intent is truly to ” improve service to the millions of Americans who expect and deserve timely and accurate help” then there is one aspect of you system that desperately needs updated, accepting digital signatures. As a Community Work Incentives Coordinator my job is to assist beneficiaries with accessing available work incentives and developing a plan so they can successfully return to the work force. The only way we can provide this service is with the beneficiaries permission and a completed SSA-3288 release form on file. Now, with not only Social Security offices closed but nearly every other support provider office being closed (Department of Social Services, Vocational Rehabilitation, Department of Labor, etc), remote meetings are the only options. Many of these programs are now using digital signature. In fact, most other government agencies are using digital signature. They quickly realized that the verification process for digital signature was much more secure than sending off a piece of paper and getting what is supposed to be the authentic wet signature back in the mail. There is currently a huge backlog of beneficiaries waiting for services, postponing their plans for employment due to the delay with getting their SSA-3288 on record. It is a far less complicated solution than the IT Modernization Plan and it would benefit people in an immediate way. Not only that it is a step in the direction of helping people be productive workers and giving back to the economy.

  4. Roger D.

    I was told in late March that I had to go to a SSA office and show my photo ID in order to get $12,500+ that was owed to me. It is now mid July and I am still waiting for the office to open. I am a very patient person but this is starting to negatively effect our lives. If somebody could PLEASE help us!!

  5. Fahmi N.

    I had just reviewed the Modernization plan and I was truly impressed. There are so many needed improvements.
    I am interested in the area of online access and establishing an account for Americans, like me, who don’t have a US address. Currently our group is excluded from benefits associated with having an account, and it is all due to this US address restriction.
    Because we live outside the US we need this access more. Could you consider easing off on this requirement?
    Thank you.

  6. Donna D.

    My name is Donna Denise Keel. I have been unable to work for 2 and 1/2 years due to having 2 strokes. I have applied for benefits and keep getting denied. I do have another hearing scheduled for August 7. 2020. And I do have a lawyer. I just would like to know why it takes so long. I have been depending on my father, who draws SSI himself which has cut into his funds. I just don’t understand. I’m sorry I just had to vent because it is getting really depressing since I have worked since graduating high school in 1978 and now can’t do anything.

  7. Eric J.

    I had a change am I rent status wow where I’m paying more rent how would I go about getting a change in benefits to be able to afford new rent or an increase in food benefits

  8. Stella I.

    Stella ISABELLA MCDANIEL

  9. Virginia L.

    The Social Security website as it WAS, seriously just INSANE to log into My Account with my Social Security online, Yeah needed to Change Passwords so OFTEN then getting Locked Out of my Account, I was so Frustrated I called the Social Security HELP Desk Phone Number to request to DEACTIVATE my Online Account on Monday, April 16, 2018 at 11:47 AM. NOTE: The SSA customer service agent did inform me, my MySocialSecurity (MySSA) online account has been REMOVED just as I had requested and the BEST part was being told, “NO I will NOT need an online account to receive any possible future SSA benefits”

  10. Wayne B.

    I have a disability claim in since Dec 2019 and have not heard anything from Social Security yet.

    • V.V.

      Hi Wayne, thank you for using our blog to ask your question. You can log in to or create a my Social Security account to check the status of your application online.

      If you are unable to check your status online, you can call us at 1-800-772-1213 (TTY 1-800-325-0778) or your local Social Security office. Please look for the general inquiry telephone number at the Social Security Office Locator. The number may appear under Show Additional Office Information. Please be aware that our call wait times are longer than normal. We hope this information helps.

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