Information Technology Progresses

From Information Week Government:

Of the 2.48 million retirement applications filed with the Social Security Administration in fiscal 2010, 37% were submitted online. That's progress for an agency that depends on old mainframe software to deliver services, but a long way from the goal--recommended by an advisory panel of government and business executives--of conducting 90% of such transactions online.

"We need to drive that up substantially," said Social Security CIO Frank Baitman, in a recent interview at the agency's headquarters in Woodlawn, Md. "As customer expectations are changing, they expect to do business with Social Security online." ...

Social Security stands to save millions of dollars by shifting more of its interactions online, according to a recent presentation by Karen Palm, the agency's associate CIO of innovation. For example, it can save $4.5 million annually for every 1% shift in the number of address and status changes that get completed online.