Next Avenue has decided to give Andrew Saul, who may be Social Security's Commissioner, its 2020 Influencers in Aging Award. (I'm not joking. There is a legitimate controversy about Saul's position.) According to Wikipedia,"Next Avenue is a digital platform launched by PBS that offers original and aggregated journalism aimed at baby boomers."
Here's some excerpts from an interview that Saul gave to Next Avenue:
... "To be honest, a year ago, I never thought we would be this far along
now," Saul told me. "It did take us time to get up and running, but now
we're going to reap the rewards of a year's planning." ...
... How has customer service improved since you've been on the job would you say?
Well, first we have to talk about, unfortunately, COVID-19, because there's no question you cannot.
When
I took over here, we had a tremendous amount of plans to digitalize and
modernize the way we deliver services. But obviously when March hit and
we were faced with this situation, we had to keep the lights on. We had
to protect our employees and our beneficiaries, and therefore we had to
revert to operating from home.
And
we were forced to close our offices, both our field offices and our
disability hearing offices, and become a virtual operation. We had no
choice.
So, the service that we were
delivering was interrupted, but considering what happened, this team did
an amazing job. And I think if you talk to people that use our services
on an active basis, they'll say we really made a transformation here
which was basically seamless.
Look,
I'm not saying everything was perfect. It still isn't perfect. The last
six months have really pressed the team to the limits. But having said
that, I think we've done a great job in keeping the lights on and
keeping the old boiler running.
Now
what this [COVID-19] has taught us and what we've been doing is changing
the way we do business. And I think it's going to be changed forever. ...
And the field offices?
When
we hopefully go back and roll out our field office operations again,
we're going to be using many more personal appointments rather than
having people just come into the office. I believe the offices are going
to be much better organized, with express service for certain things
that people come in for on a much more regular basis.
What about the Social Security Administration's website?
We're
going to have a new website, completely redesigned, which is something
that is important because it's our most important face to our customer.
How far along did you get before you had to pivot in March with the pandemic?
We had most of this underway. And you know, the amazing thing about systems work is you can do it offsite.
I'm
not going to tell you this [COVID-19] didn't slow us down, because we
had to be able to go from an in-office to a virtual operation. Did it
slow us down? Yes, it did slow us down, but now we're running well.
Before
the offices were shut down for the pandemic, a lot of people would come
into the offices to ask questions and sign up for retirement benefits.
How much has closing the field offices slowed down the number of
applications that have come in?
You
know, it is somewhat slower. What's happened is we have many more
eight-hundred number calls. We also have many more calls to the
individual offices.
The other thing
is: We are getting tremendous amount of hits on our website. I think
it's up fifty, sixty percent. We've been getting almost a million hits a
day. Wow.
And we are doing about fifty-three percent of our transactions online through those that have the my Social Security account. ...
What else would you like to do to improve customer service?
We're going to have to see what happens when we start reopening the offices to the public.
I
don't know how much you knew about the offices before, but it was
terrible. I used to go visit these offices and some of the busy ones
were really a disaster, in my opinion — just people sitting around
waiting. I don't want that anymore. We can't have that.
It
doesn't mean that we're not going to have field offices. It doesn't
mean that we're not going to have an eight-hundred [toll-free] number.
But we are going as quickly as we can so that our major form of
communication to our customer is digital and video. ...