Social security needs self-service

Security Administration (SSA) needs to be better prepared to deliver the majority of its customer service online during the next 10 years, according to a report from SSA Inspector General Patrick O'Carroll Jr, reports Federal Computer Week.

SSA has developed several programmes to deal with future customer needs; it has a comprehensive plan to fully respond to President Barack Obama's executive order that directs agencies to improve customer service.

The SSA's Future Systems Technology Advisory Panel advised last year that the SSA prepare to move to an electronic self-service model where 90% of its business is online. Additionally, more and more customers are using mobile devices to access the Internet.

Fierce Government reveals that the lack of enthusiasm for online transactions suggests that the SSA will have to approach a nearly all-online future gingerly.

It is possible that online services will have to be extended concurrently with telephone access for perhaps longer than might be expected. Outreach through traditional channels will be necessary.

Congress has shown a remarkable willingness to spend money even in places where the outcome will be greater cost avoidances. In the longer term, a shift to an online model will save money and improved customer service.