The Social Security Advisory Board (SSAB) has issued a brief report recommending that the Social Security Administration "use evidence-based measures to evaluate access to agency services" which isn't the most exciting recommendation you'll find even in the context of government advisory board reports. There's another more complete report which adds detail. However, the brief report includes this chart which I think is far more interesting than the text in either report. (Click on the image to view full size.)
The idea that Social Security can wean the public off personal service so that in the future the public will just deal with the agency through its online services is bunk. There's no reason to expect that's ever going to work. By all means, provide online services but don't expect that online services will ever replace field offices and telephone service.
Of course it will never work, Medicare taught us that completely.
ReplyDeleteWait a minute, weren't we just discussing the massive increase in scam/spam calls to SSA in recent months/years?
ReplyDeleteIf that increase is dramatic, perhaps there has been a significant decrease in in-person/telephone services as online services are used more that is being concealed by that lurking variable.
I think you have to have some perspective on this chart. In essence, the online service has decreased the demand for in person and phone services. The total volume of service requests (online, phone and person) has skyrocketed but the total phone and in person requests have remained flat while internet demand continues to increase over time. If the internet options were not available all of those internet requests would have to have been done in person. It’s clear that the bulk of interactions are online now. As the current generation of customers continues to use phone and in person it’s clear the next generation is pushing business online, and thus the increase in internet volume. That in person and phone service remaining flat will taper over time as those people who are using the phone and in person exclusively no longer need SSA services. Trend analysis supports that as long as the current phone and in person requests stay flat and constant, they will likely decrease over time because it is the same beneficiaries using those services over and over while the bulk of new requests is coming coming from online.
ReplyDeleteI think there is a chance that field offices will never fully reopen. I also believe that, by 2050 at the latest, there will no longer be any field offices. Eventually everything will be exclusively handled online. I think even phone services will be cut and fully replaced by online chat.
ReplyDeleteI can tell you in our area, people go to the local office when able. Sometimes you cannot trust internet due to cutoffs, etc. Some clients do not have computer access or even a residence. A lot of time, it is preferable to talk to a HUMAN BEING. Got it?
ReplyDeletePlease reopen offices t the public I can't found the way to solve my problem by the website and also no by phone I need original social security card. And is impossible because I'm older 12 by the rules I need in person please fix the system
ReplyDeleteCan anyone imagine that since they closed their offices, issuing a new card is impossible till they reopen again. What the hell!
ReplyDeleteMy application for SSA Retirement filed in March online was approved. Apparently the retro months filed for can only be approved at a field office. So as long as the SSA mandates that there are exceptions that must be settled at a field office, then offices need to open so people don't have to suffer.
ReplyDeleteReplacement cards can and and are being issued while the offices are closed. Complete a SS5 and submit ID.
ReplyDeleteYes, I agree about not doing it on-line. Alot of people don't understand how to work things on-line . I'm one of those people. I for one are getting so, tired of not TALKING to a person. What happened to one on one talking. I have been trying to get ahold of a worker for 2 weeks. But, no one will answer back. Which,is down-right rude. We are supposed to be shown respect. Well, where is the respect now. If, offices, can not be open. At , least answer peoples calls.
ReplyDeleteWe must have our offices to go to talking to a person is the best thing having someone to explain is great when u are up in age all this internet is a curse.
ReplyDeleteI'm ready for the field offices to open again so I can yell at the representative for telling me I have the wrong forms for a replacement card after waiting an hour in the lobby. Man, I miss that guy. Ordering a replacement card online at my own convenience from the comfort of my own home is so overrated.
ReplyDeleteTo get a Social Security Card, they said mail in Drivers License. Then you can't drive or have ID, plus anything could happen to it. Great way for identity theft.
ReplyDeleteThis graph compares to apples to an orange. It is right there in the notes.
ReplyDeleteIf you go into a field office to change your name, change your address, and apply for survivors benefits that counts as 1 office visit. If you do those things online it counts as 3 transactions. How can you honestly plot that on the same graph?