From NextGov/FCW:
… The Social Security Administration hit its target of reaching 105 million 'my Social Security' accounts — an online portal Americans use to access services — by the end of the month, an agency spokesperson told Nextgov/FCW on Friday. The agency now aims to reach 110 million by the end of next September, per a strategic plan released in August.
But that 110 million goal is far less lofty than the target SSA Commissioner Frank Bisignano told Congress about last year: 200 million online accounts by the end of 2026.
The SSA spokesperson said the agency continues to strive for 200 million my Social Security account holders, but they did not offer a target date. …
Adults generally interact with SSA in very specific moments of their lives, which explains much of the tepid adoption in the younger age bracket, Arabella Crawford, a civic tech consultant and Tech Viaduct contributor, told Nextgov/FCW. Those moments include turning 65, being diagnosed with a disability or changing their legal name, she explained. …
Many [potential claimants] are also not technologically savvy, lack internet access or have disabilities that make it difficult to use technology …
Clients ran into issues using my Social Security accounts’ digital identity verification services, she explained. For example, some clients found it difficult to use video proofing on ID.me — a digital identity validation service used across several agencies — while others had to wait for the government’s in-house option, Login.gov, to send codes through the mail, she said. …
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