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  Thus, nearly two years ago, we initiated a multi-year Information Technology (IT) Modernization Plan to replace our outdated systems with updated technology that enhances our service capabilities.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. Michael R.

    I am very grateful for the online services provided by the Social Security administration. Being disabled, it can be very difficult for me to have to go in person to my SS office. I understand that everything is being handled online now due to Covid-19, but I suspect that there will come a time where your offices will be open again. Thank you for all your efforts!

  2. Alton A.

    Do you need an Deputy Commissioner?

  3. Carolyn J.

    I realize you cannot satisfy all of us. Maybe too many of us. I get frustrated when I use the computer to accomplish business matters. It is not often my efforts run smoothly. Having said that, I realized a long time ago that my brain does not operate like my computer’s ‘system’s programs.’
    Thank you for all that you are doing to help us have a better experience. I have no particular complaints. All is well. I never question what you are doing. I just get busy and learn what I need to when updates take place.

  4. Edward

    At least open for appointments. We were told to bring in original IDs or mail originals in. We need the IDs for everyday use and mailing them in is not an option for some. This has caused delay in getting Medicare coverage and social security benefits. Some of us need the Medicare benefits now more then before.

  5. Cristovao P.

    My # in Lost you try again!

  6. Emily K.

    I don’t think I should be charged for not taking plan B for the rest of my life, I don’t get enough as it is let alone be penalized!!

  7. Pierre M.

    My wife and I are very happy with the hard work of the functionaries and employees of this human and important agency of our Federal Government. Unfortunately I can’t open an account with this agency of Social Security Administration, because it’s very difficult to do it for me at this time. Many complicated steps and user name and password.

    Thanks.

  8. Faith S.

    hello and have a nice day! I am Interested in the on-line service.

  9. E. J.

    Need update as to what these changes will be. I know having this on my email helps to hear from you. Sound of us Wonder how tight you are going to have to gain control through all these changes. I do understand that and today’s world things are getting lost and put aside. I have been hearing about having chips put in to show control. And I am praying that that is not something that will take place. Thank you for being concerned for all things that you can help with. Jane Osborne

  10. Pim B.

    Very good service Thanks

Comments are closed.