The "Vision Thing"

     The Social Security Administration has released Vision 2025, the long-awaited statement of how the agency expects to be operating ten years from now. I don't think I've ever read a more vacuous government document. Here's an excerpt from Acting Commissioner Colvin's message on the report to give readers a feel:

As the public moves confidently into the future, we must also change the way we operate. We are compelled to anticipate the social and technical advancements that offer new ways of navigating an ever-changing society. Our challenge is to embrace technological enhancements to achieve efficiency without sacrificing the personalized service for which we are known. Toward this end, we will build a stronger, ever-capable workforce, adopt engaging and contemporary training methods, expand our information and communication technologies, and modernize our operational capabilities. Of course, we must proceed toward this rapidly changing future, mindful of many present day realities. Our budgets will undoubtedly fluctuate, organized interests may express new agendas, social demographics will vary, and executive orders and congressional mandates will continue to affect the way we do business. Yet if we view such possibilities as opportunities, we can focus on creative solutions for meeting these challenges. Regardless of the complexities we might consider in the future, we must never disregard our customers’ expectations for excellence.

     No, it doesn't get specific at some later point in the document. It just stays at this level of advanced meaningless abstraction.
     Let me hasten to say that despite what I've quoted above, neither the Acting Commissioner nor upper management at Social Security is brain dead. They only produce such drivel because they're forced to. Here are the problems they're trying to address:

• The Government Accountability Office (GAO), egged on by some Republicans in Congress, keeps demanding that Social Security produce a "vision" for the future but it's not just any vision they want. For years, they have made relentless demands for a "vision" that does away with person to person service at Social Security because person to person service is just so passe in this age of the internet and so much money could be saved if we just got rid of the old fashioned idea that you should be able to actually talk with someone about your case. 
• The people at GAO have no clue about the complexity of Social Security. As far as they're concerned, it's just retirement benefits. Survivor and disability benefits are nothing more than a footnote. SSI isn't even a footnote as far as they're concerned. Mentally ill people? Let them use their computers! Cognitively impaired people? Surely, someone other than Social Security can help them with their Social Security problems. You can't expect government to do everything!
• Despite egging GAO on with its insane demands that Social Security plan for the elimination of face to face service, individual Republicans in Congress definitely don't want field offices closed in their districts. They believe, in the abstract, that technology can replace personal service but not when it comes to their districts. It goes without saying Democrats don't want field offices closed.
• Social Security management is well aware that doing away with face to face service is unthinkable. The programs they operate are far too complex to function without a field office structure. Not only can that not be done by 2025; it won't be possible by 2125.
• It's impossible to make any meaningful plans for service delivery in 2025 because of budget uncertainty. In fact, it's almost impossible to make meaningful plans for service delivery in 2016 because of budget uncertainty. 
• Even without budgetary uncertainty, who knows what technology will bring us by 2025. Does anyone think that Steve Jobs ever had a ten year plan for what would happen with the iPhone? Anyone who thinks they have a clear view of what will happen with technology in the future shouldn't be working for Social Security because they're delusional.
• Few people in upper management at Social Security now expect to be in upper management at the agency in 2025. They're responsible people but they're bureaucrats. They're mostly concerned with getting by from year to year. GAO's demands for a "vision" for 2025 are laughable, so Social Security produces a laughable "vision."