"A Month Of Solid Progress"

From: ^Commissioner Broadcast <Commissioner.Broadcast@ssa.gov>
Sent: Tuesday, March 18, 2025 8:48 AM
Subject: A Month of Solid Progress and a Look Ahead

A Message to All SSA Employees

Subject: A Month of Solid Progress and a Look Ahead

Over the past month, this agency has seen an unprecedented level of media coverage, some of it true and deserved, while some has not been factual and painted the agency in a very negative light. I know this has been stressful for you and has caused disruption in your life. Personally, I have made some mistakes, which makes me human like you. I promise you this, I will continue to make mistakes, but I will learn from them. My decisions will always be with the best intentions for this agency, the people we serve, and you.

Through it all, you have been outstanding. SSA hasn’t missed a beat. Every day, you answer the phones, assist customers with Medicare, process claims, support students and workers, print cards, maintain our IT systems, complete redeterminations, and so much more. I’m proud of you. More importantly, you should be proud of yourselves. 

Because I can rely on you, we’ve made meaningful progress this last month: 

• Enhancing Data Sharing to Prevent Improper Payments
  We’ve expanded data-sharing agreements with agencies like the IRS, HHS, CMS, HUD, and Treasury to help prevent improper payments.  GAO, which is an independent agency that works for Congress, supports these data-sharing efforts as a key step toward reducing fraud and waste (Fraud & Improper Payments | U.S. GAO). 

• Improving Telephone Services
  We’ve always known our telephone service could be better. Acknowledging a problem is the first step to solving it. We have built on the transparency former Commissioner O'Malley started, expanding telephone detailed management data and performance metrics for the National 800 Number (N8NN) on our website. In the coming weeks, the data will be available in real time for the public. We are also exploring ways to implement AI— in a safe, governed manner in accordance with OMB’s Fed RAMP guidance—to streamline and improve call resolution while also building on the successful rollout of our phone system to Georgia field offices. 

·       Ensuring Successful Processing of VSIP

We have prioritized and expedited the processing of the Voluntary Separation Incentive Payments (VSIP) program.  We have collected approximately 2,700 signups for employees opting for the VSIP program.  Over 2,000 employees have been deemed eligible and been provided with guidance on next steps.  Over 1,400 employees have signed agreements for their VSIP.  HR staff are filing agreements in official personnel folders and working with employees on retirement processing and other separation steps. 

• Delivering a Win for the Public with WEP/GPO
  Implementing the improvements to WEP/GPO resulting from the Social Security Fairness Act, signed just 10 weeks ago, were a significant win for the public. I’ve asked managers to recognize the team that worked on it with a COSS award and grant them four hours of administrative time off. When we succeed as a team, we reward the team. 

With that wind at our backs, I am introducing our action plan for the next 3 months.  Rather than tackling everything at once, we will focus on a few key initiatives, execute them well, and then move forward.  We will maintain transparency as we work.  You can view the action plan here.   

To guide our path forward, I have established three priorities to keep us focused on providing critical services to the public: 

1.      Improving Customer Service

I have asked our leadership team to develop plans that address our customer service deficiencies, starting with handling calls to our 800 number and field offices, adding a self-scheduling option for post-entitlement appointments, and educating the public on our programs so they can make informed decisions.  Success in these services will not only improve the customer experience, but also make the work you do easier.   

2.      Fighting Fraud and Waste

The Administration’s focus on detecting and eliminating fraud, waste, and abuse is in line with our mission to pay the right person the right amount at the right time.  I am increasing transparency into our decisions and our data.  I have directed our leadership team to present real-time data online so that the public can see how we are doing.  I am increasing our anti-fraud efforts and leading with establishing state-of-the-art methods for identity proofing, which enables the public to securely interact with us online or over the phone.  

3.      Optimizing and Empowering the Workforce

Our greatest asset remains our workforce.  Putting knowledgeable, efficient, competent professionals in the right positions is a high priority.  It is you, the public servant, who is best-positioned to identify better, more efficient, ways of doing business.  The overwhelming response on reassignment to direct service roles has reinforced my view that our employees hold a high level of commitment to executing on our mission and prefer to do so in one-on-one interactions with the customer.  Based on that response, we are now in a good position to avoid reliance on involuntary reductions in our workforce for this fiscal year.  However, we will continually assess our ability to meet our top priority to serve the public and use strategies such as reassignment to meet demand.   

You’re an essential part of this 3-month plan, and I look forward to working with you to make meaningful improvements together. 

I appreciate your dedication.  

Lee Dudek

Acting Commissioner