Social Security’s Plan to Better Serve You

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  Thus, nearly two years ago, we initiated a multi-year Information Technology (IT) Modernization Plan to replace our outdated systems with updated technology that enhances our service capabilities.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


85 thoughts on “Social Security’s Plan to Better Serve You

  1. My name is Loucianos Kefalas and my social security number is *** – ** – ***.
    My new detailed home address is
    I can not open a social security account because I do not have a US mailing address.
    Thank you in advance
    Loucianos Kefalas

    • Hi Loucianos, thank you for your question. At this time you must have a U. S. mailing address to create or access your online account. The “my Social Security” authentication system requires address verification as one of the essential criteria for issuing an account. People with APO/FPO/DPO addresses can create an account overseas, but our system does not support registration and account creation for users with a foreign address yet.

      We recommend that individuals living outside the United States contact the nearest Federal Benefits Unit in the area for any assistance related to Social Security programs and benefits. Also, our Office of International Operations home page provides more information to assist our customers living abroad.

      • Further to my previous email dated July 19 2020 at 3:06pm, kindly update your SSA records my home address as written in the email.
        Thank you in advance
        Loucianos Kefalas

  2. Seldom try to access as it’s too difficult to talk to anyone and call wait times are ridiculous and never call you back. Same with Medicare’
    When I need assistance I don’t need it next week and web access is impossible to understand. IRS is accessible but very slow and usually have to wait and hour or more.

  3. My name is Loucianos Kefalas and further to my previous email dated July 19, 2020 at 3:06 pm, please note that my home address remains the same and the only thing that updated is some small details.
    Thank you for your understanding,
    Loucianos Kefalas

  4. Considering the tremendous need for the backlog of persons applying for disability and now younger people who have residuals from Covid-19, the burden on SSA reps is just going to increase. I applaud your progress in modernizing disability determinations and claim Services. One suggestion to further lighten the load would be to offer Employment related disability services > We already have the new technology and a process in place to serve these individuals: Ticket to Work program. We could prevent needless disability through our voluntary Ticket program. Just a thought.

  5. I would start the services after they have applied for SS but before the hearing phase. We know that early intervention is a very effective rehabilitation tool and that our services can help rebuild the country

  6. I am very thank full to have my retiement money now but after working and paying taxes for 35 year I espected to receive more money. I do not own a house and my retirement money now is not enough to cover my living expenses.

  7. I’m trying to get a replacement ss card I made a police report because I was robbed help me please I’m Adolphus Scruggs Jr I live at 1100 East 113 Cleveland Ohio 44108.My phone number is 216-244-8776 please call anytime.

    • Hi Adolphus, thank you for your question. First, realize you may not need a replacement card. You will rarely need to show it. Knowing your Social Security number is what is important. However, if you must get a replacement card, you may be able to apply online. Check out our Frequently Asked Questions web page for details on how to apply for a replacement Social Security card. If you are unable to apply online and you do not want to mail in your documents, which will be returned, you may need to wait for the offices to reopen. You can also call your local office and see if they will mail you an SSN printout instead of a replacement Social Security card. We are unable to process replacement Social Security card requests by phone at this time. Use our Social Security Office Locator to find your local office address. We hope this helps.

  8. I just want to know how soon will walk in services resume in less affected states like NY and NJ even if it is by appointment and few people per day.

  9. The federal government is spending so much money on the stimulus packages that they have to close federal offices and furlough non-essential employees.

    Trump wants everything open, but Republicans are tight with the money and keep most federal offices closed.

    How do they open the post office in the COVID-19 epic center, yet keep the SSA offices closed throughout the country in areas not affected?

  10. I do hope that this modernization includes making sure that the mySSA service actually works for people. For example, I have been trying to get a replacement SSA card but cannot do so because my address cannot be verified by the system. The absurdity of this is because it seems the address line 1 can only accommodate 22 characters. Unfortunately, there don’t seem to be any locations to file a ticket to the problem and the help desk line seems spotty and keeps disconnecting. I’m reasonably computer literate and probably much more so than the average SSA customer. If simple and basic services like replacing documents cannot be accomplished through mySSA due to a such an obvious oversight, the modernization is going to be meaningless if not harmful for most people to access the SSA services they are due.

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