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Social Security’s Plan to Better Serve You

July 16, 2020 • By

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  Thus, nearly two years ago, we initiated a multi-year Information Technology (IT) Modernization Plan to replace our outdated systems with updated technology that enhances our service capabilities.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

Andrew Saul, Commissioner, Social Security Administration

Commissioner of Social Security Administration

Comments

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  1. Janice I Glover

    Where do I send my Voluntary Tax Withdrawal form for the best turnaround? Can I send it virtually?

    Please respond!

    Reply
    • Ann C., Public Affairs Specialist

      Hi, Janice. Thanks for your question. In order to have taxes withheld from your Social Security benefit, you must start by printing, completing and submitting an IRS Voluntary Withholding Request Form (Form W-4V). On this form, you can choose to have 7, 10, 12, or 22 percent of your monthly benefit withheld. The Form W-4V (to withhold federal taxes from your Social Security benefits) can be returned to your local Social Security office by mail. See our Benefits Planner: Withholding Income Tax From Your Social Security Benefits web page for more information. We hope this helps.

      Reply
    • katrine sackett

      hi social security staff i am katrine (kathrine) elizabeth sackett 32463 3030 (5’3)(5’2 1/2) this is a reminder to remember to send out social security checks for aug 3 2020 the one for the first already got to bank at 136.00 i still need the other one for 655.00 for the 3rd of month i have not gotten it yet
      due to the virus lock down i am sure ssi staff have a large amount of work to do
      so i sent this reminder to your ssi office here to remind you and remember i got direct deposit with wells fargo bank in austin texas i mostly use the one by highland mall and college and i think the road is airport road in austin texas
      today is aug 1 2020 sat time is 8:55pm
      signed katrine(kathrine)elizabeth sackett
      32463/whitelady/3030 (5’3)(5’2 1/2)

      Reply
  2. James Nwodo

    Hello.
    Do you offer zoom interview for in-person services?
    Thanks

    Reply
    • Vonda VanTil, Public Affairs Specialist

      Hi James, thanks for using our blog. Although our offices remain closed to the public for face-to-face service, we are still able to provide critical services via phone, fax and online. You can call us at 1-800-772-1213 for assistance or you can contact 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.

      Reply
      • Janis Harjo

        Yes My
        SSA # is xxxxxxxxx but the Computer said my info was incorrect, However this has always been my SSA # my email# is janisharjo315@ gmail.com
        Thank you and I hope this is all the info you need, I am hopeful for my stimulus check!!
        xxxxxxxxx, Janis Harjo, Thanks

        Reply
  3. Nancy Koken

    I am a 68 year old that has been waiting for my social security benefits to commence since BEFORE the Covid-19 problem. My company went bankrupt in December, 2019 and I have NO incoming money and all of my savings is gone. My rent went up over $300.00 per month and is expected within 5 days. I have no family, friends or persons whom can assist me. I can not continue to “live” in this anxiety stage that many persons have been dealing with for months and longer.
    What is a person to do with no relief anytime soon?

    Reply
    • Vonda VanTil, Public Affairs Specialist

      We are sorry to hear about the difficulties you are experiencing, Nancy. For your security, we do not have access to private information in this venue. We ask that members in our Blog community work with our offices with specific questions. You can call us at 1-800-772-1213 for assistance or you can contact 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.

      Reply
  4. Leland S Kollmorgen

    Thank You!

    Reply
  5. Ernesto T Espiritu

    I am currently residing outside of the united state. Usually I received form omb no. 0960-0049 “Report to the United States Social Security Administration ” in June every year and mailed it back. I asked our local post office and they told me that there is no mail coming in and out from the united states until this time. I am just wondering if this requirement is being suspended for the time being due to coved 19. Your suggestion on what should I do to comply with this requirement will be greatly appreciated.

    Reply
    • Vonda VanTil, Public Affairs Specialist

      Hi Ernesto, thanks for using our blog. We recommend that individuals living outside the United States contact the nearest Federal Benefit 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.

      Reply
  6. Tracy Dempsey

    How do I get help with unfair treatment & wrongful benefits denial. Local office is zero help & hung up on me when asking questions. Under SSA’s 5-step Sequential Evaluation for Determining Disability, I should not have been denied benefits & I’ve was unfairly evaluated. Being a woman formally in construction, I feel discriminated against.

    Reply
    • Vonda VanTil, Public Affairs Specialist

      Hi Tracy, we are sorry to hear about your disability. If you were recently denied, you may ask for an appeal. When we made the first determination on your claim, we sent you a letter explaining our determination. This letter contains guidance on what level of appeal you should select.

      Reply
  7. John C. Myers

    That’s a really helpful development.
    Regards. https://trove.nla.gov.au/list/146017

    Reply
  8. Ellen Grantham

    Nobody answers your toll free number
    Need death benefit help. 352 359 1199 or 352 505 3783
    Please have an agent call me

    Reply
    • Vonda VanTil, Public Affairs Specialist

      Hi Ellen, thanks for using our blog. We are sorry to hear about the difficulties you are experiencing. You can call 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.

      Reply
  9. John Alfred Meacham

    I have been trying to restart my spousal benefit since OCT. 2019!!! 5 mos. prior to COVID! I have been in constant contact with serveral of your reps. at both my local office and your Philadelphia office. No one seems to understand what has gone wrong. I have mailed a time line trying to explain this mess to you. I hope you will open it when it arrives and not three months from now.
    I had to mail a pay back check and it took that long for someone to open it. This all started 5 mos. prior to Covid so please STOP blaming it on that. I have now gone thru all my emergency savings and my part time job ended in March. HELP!!!!!!

    Reply
    • Vonda VanTil, Public Affairs Specialist

      Hi John, thanks for using our blog. We are very sorry to hear about your experience. Please continue to work with your local Social Security office. 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.

      You can submit feedback by visiting our Contact Social Security page. Once there, select the “Email Us” link. This will take you to the “Email A Question to our Support Team” form, where you can complete and submit a compliment, complaint, or suggestion. We hope this helps.

      Reply
  10. Melanie Whalley Norris

    How are DPS, tax office, and other essential services open, but there is no update on when in-person services will resume for the SSA? I am having to mail all of my original documents AGAIN (paying for it and risking them being lost) just to be able to change my name. It took 3 weeks to get a generic letter saying something was wrong and I was unable to receive a new card, but no specifics? And when I call to ask there is no record and no way to tell me what is wrong? What is the point of putting a phone number on an application if no one will call to explain what needs to be changed? If in-person services will not resume, PLEASE at least contact the applicant! Or send back the original application with a note/markup!! Being told I should just wait to change my name until you reopen was fine at the beginning….but we’re 5 months in. I have things I need my name changed for to be able to move on with life.

    Reply

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