Social Security's Office of Inspector General (OIG) recently did a study of claimant experience with Social Security's online application process for retirement benefits. Here is an excerpt (footnote omitted):
To obtain applicants’ perceptions of the iClaim application and determine whether applicants filing for RIB [Retirement Insurance Benefits] using the iClaim application were receiving an appropriate level of service from SSA, we discussed their experiences with 200 applicants who filed an RIB iClaim application in May 2010.5 Based on our discussions, we determined that applicants had a positive perception of the RIB iClaim application process. In fact, 198 of the 200 applicants identified their experience filing online to be excellent, very good, or good, with almost half providing the top rating of excellent (see Chart 1).There is one big caveat to this. The report is only talking about retirement claims which are, by far, the simplest claims that Social Security takes. A study of the far more complex online disability claims would show that Social Security still has a long way to go.
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