Digitizing forms and enhancing customer experience

Challenge: For nearly 90 years, SSA has supported financial security for millions of Americans, including retirees, people with disabilities, and others. SSA ensures people who have contributed to the system receive the support they’ve earned when they need it most. The agency’s reliance on paper-based processes for receiving and processing forms and documents has led to high-volume queues, strained resources, and burdens on claimants, beneficiaries and people applying on their behalf. Customers often need to mail sensitive information or make in-person visits to SSA offices, which can be particularly challenging for seniors or people with disabilities.

Approach: With TMF support, SSA aims to accelerate their transition to a more efficient, user-friendly service featuring electronic signature capabilities and a robust online document upload platform. This effort is expected to:

• Reduce paper mail volume by roughly half, saving over 600 staff work years annually by 2028
• Allow employees to redirect their efforts to other critical services, potentially reducing wait times and improving overall customer experience
• Minimize the need for in-person document submission, potentially saving customers up to 1.3 million hours in travel time

By making electronic options available, SSA intends to create a simpler, faster, and more accessible experience for the millions of Americans who depend on social security services.