Direct Service Delivery to Customers

Social Security will continue to provide efficient and effective customer service. While still providing direct service options, including in-person, phone, and online chats, Social Security will focus primarily on serving customers through virtual and self-service options, making services easier to complete from start to finish.

Campaign: Direct Service Delivery to Customers

On-line reporting

SSA on-line accounts already provide such a great benefit. It would be even better if individuals were able to update their income online and print confirmations that the income was received. If Social Security was able to apply this technology, it would reduce the number of overpayments.

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Campaign: Direct Service Delivery to Customers

Inter-Agency Space Sharing Agreements

In order to preserve the ability to work with claimants directly, we should extend the concepts of contact stations and alternate duty stations to allow some employees to be permanently stationed at other public facing state and federal agencies. We can rent cubicle space instead of entire office but still allow the public to actually see a real person. At this locations, we could also offer some version of the SSA Express ...more »

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Campaign: Direct Service Delivery to Customers

Application Assistance

Social Security allocates a substantial amount of resources to the post-application phase of the process - reconsideration, hearings, appeals council, federal court - but almost nothing to help applicants submit a complete application. SOAR has demonstrated the benefits of trained assistance in completing an application. SSA should devote more resources to assisting applicants in putting together a complete, fully supported ...more »

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Campaign: Direct Service Delivery to Customers

SSA Rockville Responsiveness

I frequently use SSA in Rockville, Maryland and find it deplorable that you often cannot get things done. I have been trying to get a seriously mentally ill, homeless person's SSI reinstated since July, 2013. We also applied for a Social Security card on February 20, 2014 and still have not received it despite calls and faxes. My colleagues have had similar problems with this particular office. I know they are short ...more »

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Campaign: Direct Service Delivery to Customers

Allocation of Resources

Allocation of Resources With our workforce and workloads always fluctuating, it becomes important to maximize the efficiency of the agency as a whole. We need a sustainable method of reallocating resources to promote productivity. We should pilot a new workflow for the claim-filing process and we can do this by utilizing our existing TSRP equipment, and VIPr. 1-When a claimant approaches SSA to file for benefits, the ...more »

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Campaign: Direct Service Delivery to Customers

Language divide

Not everyone speaks English or has a computer. The agency has telephone translators as a result of this. To close field offices which in some cases provide face to face language services such as in San Frahncisco with both Chinese and Russian speakers--shows a lack of caring for people coming to our shores. Outside of native Americans we are a nation of immigrants. Keep our field offices

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Campaign: Direct Service Delivery to Customers

Digit Divide

Our agency was created to serve all people. Not every person has a phone and can be served via teleclaims the same is true folr computers. Let us recognize the fact that there is a digital divide and serve all communities and keep field offices open

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Campaign: Direct Service Delivery to Customers

District Claimant Advisory councils

My idea to improve service is to form in each ssa field office district a claimant advisory council which would include claimants , a manager and an AFGE rep to work on ideas to better service the public in that district

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Representative Designation

Our office has a terrible time with our Local Office putting our representation designation on the claimants' files. This makes it difficult when we don't get notification from the DDS offices or decisions on the cases. We work with a welfare/indigent population that tends to be transient and our representation and subsequent receipt of notices and requests are imperative to work claims effectively. We need to see ...more »

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Nationwide DDS, SSA & SOAR relationship

I would like to see a much better relationship with SOAR programs and DDS offices nationwide. Personally, I have a wonderful rapport with my local SSA office but the state DDS office is cold, ridgid and unwilling to accept SOAR. That has created a serious disconnect in the initial and recon process for disability. My local SSA office appreciates and understands what SOAR is and what I'm trying to accomplish. The DDS ...more »

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Representative Payee System

The representative payee system for SSI and SSDI benefits in the United States is a faulty and often corrupt system plagued with mismanagement. Although there is certainly good intent, these funds should be managed in a way that benefits individuals who are deemed unable to manage the funds themselves. However, reliable payee services that provide accurate records and actually utilize the funds to benefit the individual ...more »

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Dedicated Accounts

Instead of having dedicated accounts I believe we should have structured settlement accounts whereas an account is set up for the minor child and NO ONE gets into this account until the child turns 18.

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