Another New CIO

Moghaddassi

      From Fedscoop:

The Social Security Administration has moved on to its third chief information officer of the Trump administration, tapping yet another individual with Department of Government Efficiency affiliations. 

According to an update to CIO.gov, a federal page that features IT leaders in the government, Aram Moghaddassi has taken over as SSA’s top IT official after previously working at the agency in a different role. Moghaddassi, who has also worked at the Labor Department, was at one point given access to IT systems at United States Citizenship and Immigration Services, FedScoop previously reported. 

Per his LinkedIn profile, Moghaddassi previously worked for two Elon Musk-owned companies: the social media platform X and Neuralink.

Moghaddassi is at least the third DOGE associate to be named CIO at SSA since President Donald Trump took office in January. Mike Russo, a former CIO at Oracle and the payments processing company Shift4, was installed in the position in early February, an agency spokesperson told FedScoop.  …

ERE Having Problems

     I'm hearing that Social Security is having a significant problem with its ERE system. Attorneys aren't able to upload files. This has been going on since Monday and is a national problem. 

    By the way, I'm calling it ERE but, honestly, I don't know what the official name is now. It's gone by various names. ERE (Electronic Records Express) is the oldest name and, I think, the name most commonly used by attorneys representing claimants. 

Got A Little Carried Away

      From a Washington Post article titled Trump administration races to fix a big mistake: DOGE fired too many people:

… At the Social Security Administration’s call center in Wilkes-Barre, Pennsylvania, IT workers were told by managers in mid-April that they needed to request a transfer or face possible firing, said Barri Sue Bryant, president of the American Federation of Government Employees Local 2809. Nearly all of the 40-plus workers in that office did so, sending their laptops and spare equipment to the agency’s Baltimore headquarters and awaiting a new assignment while the union attempted to explain to leadership how essential these employees were, Bryant said.

 “We are critically understaffed in all of our departments,” Bryant wrote in an email to leadership. “Having systems and employees down is not contributing to the goals of this agency.”
But management would soon find out on their own.


A specialized scanner that can quickly input forms and scan barcodes broke down and was unusable for a day. A customer service representative who was supposed to answer the 800 number couldn’t take calls for three days while her computer was in disrepair.
“It really sent everyone for a loop,” Bryant said.


After three days, the agency told the union the decision had been reversed. The employees got back their equipment and resumed their normal jobs in Wilkes-Barre.
 

Asked about the IT workers, Social Security provided an emailed statement from an unnamed official, whom it declined to identify. The statement did not address the reassignments but criticized “the fake news media, specifically the Washington Post” for “pushing a false narrative about Social Security. The truth is that President Trump is protecting and strengthening Social Security just like he promised.” …

LOL: “Bisignano Coming To Dislike DOGE.” AI Not Ready For Prime Time. Who Could Have Predicted?

       From the Washington Post:

The U.S. DOGE Service arrived at the Social Security Administration this year determined to slash staff and root out what it claimed was widespread fraud and wasteful spending — a mission Elon Musk’s cost-cutting team has pursued across the government.
But as of this week, many of the major changes DOGE pushed at Social Security have been abandoned or are being reversed after proving ineffective, while others are yielding unintended consequences and badly damaging customer service and satisfaction. The problems come as the agency struggles to cope with a record surge of hundreds of thousands of retirement claims in recent months. …

Social Security is poorly positioned to handle the influx [of new retirement claims], according to several staffers, as well as records obtained by The Post. Thousands of employees have taken the Trump administration’s early resignation offer or its early retirement offer, depleting the workforce and leaving some offices wholly bereft of staff, emails show. A DOGE-led move to slash staffing levels spurred many senior administrators scared of getting fired to accept reassignment to lower-level field office positions, slowing claims processing further as those employees are trained, according to employees and records. …

Bisignano is coming to dislike DOGE and hopes to minimize the team’s influence, the officials said. Another official, however, said Bisignano wants to “partner” with DOGE. …

DOGE staffers came to Social Security vowing to end fraudulent claims filed by scammers and grifters, and convinced that much of that activity was perpetrated over the phone, The Post previously reported. Career staff attempted to explain that wasn’t true, but to no avail, according to three current and former employees familiar with the matter. DOGE proposed ending phone service for retirement and disability claims, then narrowed its proposal after backlash from older claims recipients, advocates and lawmakers — then abandoned the idea.
Staff on the IT side developed a solution they hoped would pacify DOGE: A three-day hold on phone calls to allow extra checking for fraud, the employees said. Everyone, from rank-and-file career staff up to Dudek, knew the phone fraud check was not needed, the employees said. But they did it anyway.
“People lacked the fortitude to tell DOGE there was no fraud because they were afraid to lose their jobs,” one former high-ranking official said, referring specifically to claims filed by telephone. “They knew there was no fraud.” …

When a Post reporter called the [agency]phone line Friday afternoon, it took eight attempts to get transferred to an agent. The AI bot asked the reporter several times to end the call and gave unrelated information about a cost-of-living adjustment, Medicare Part B’s premium and benefits available to people after the retirement age.

Chatbot For SSA Employees

      From Nextgov/FCW:

The Social Security Administration is introducing a new chatbot for employees powered by generative artificial intelligence, according to an internal email obtained by Nextgov/FCW. 

“This initiative aligns with our commitment to leverage innovative technology to improve efficiency, support our mission and provide a secured way to use GenAI,” read a Wednesday email to staff announcing the new “Agency Support Companion.” …

SSA told staff that the new chatbot is meant to help with content creation and summarization, as well as research and coding assistance. Staff have to watch a four-minute video with guidelines and best practices to access it.

The new tool uses an OpenAI model and wasn’t trained or fine-tuned on any SSA data, according to an agency FAQ document obtained by Nextgov/FCW. No testing was done internally to assess the application against SSA-specific questions, it said.

The chatbot was trained on data up to October 2023, according to the FAQ, which also warned that employees should validate its responses and not feed it personally identifiable information. …

     Sounds a little vague on how this is to be used. Could it turn out to be a solution in search of a problem? 

SSA Websites Crashing Under Added Loads

      From Lisa Rein at the Washington Post:

Retirees and disabled people are facing chronic website outages and other access problems as they attempt log in to their online Social Security accounts, even as they are being directed to do more of their business with the agency online.
The website has crashed repeatedly in recent weeks, with outages lasting anywhere from 20 minutes to almost a day, according to six current and former officials with knowledge of the issues. Even when the site is back online, many customers have not been able to sign in to their accounts — or have logged in only to find information missing. For others, access to the system has been slow, requiring repeated tries to get in.
The problems come as the Trump administration’s cost-cutting team, led by Elon Musk, has imposed a downsizing that’s led to 7,000 job cuts and is preparing to push out thousands more employees at an agency that serves 73 million Americans. The new demands from Musk’s U.S. DOGE Service include a 50 percent cut to the technology division responsible for the website and other electronic access.

 

Many of the network outages appear to be caused by an expanded fraud check system imposed by the DOGE team, current and former officials said. The technology staff did not test the new software against a high volume of users to see if the servers could handle the rush, these officials said.

RIFs Threatened Soon

   From the Washington Post:

The Social Security Administration — already reeling from plunging customer service following a rapid downsizing under the Trump administration — is drafting plans to begin layoffs of potentially thousands more employees as soon as next week.
The cuts have been ordered by leaders of Elon Musk’s cost-cutting team, the U.S. DOGE Service … 

The DOGE team did not provide a specific number of jobs that must be eliminated, officials said, but asked for staff reductions to broad areas of operation, including communications, personnel, legislative and congressional affairs, retirement and disability policy, and other “support components.” Also on the list is the information technology department of about 4,000 employees, which is confronting a flurry of website crashes that has shut out customers from accessing their benefit information. Up to 800 people could be laid off in that department, according to one senior official. …

       And from CNN:

The Social Security Administration plans to slash its technology team by nearly one-third at a time when the agency’s complex and fragile computer systems are crashing more often. Top executives in the agency’s Office of the Chief Information Officer, known as OCIO, have been tasked with cutting 30% of its staff as part of a large-scale reduction-in-force being implemented across the federal government, according to two former employees with direct knowledge of the plan. The office had about 3,200 employees, though it has already lost hundreds of experienced workers due to retirement and separation incentives. (It has also gained some staffers after the agency shuttered other divisions and transferred the functions to OCIO.) …

     If you were trying to crash the agency, this would be how you would do it. I’m not sure that’s the intent. It really doesn’t matter. That’s the effect. 

    

Replacing COBOL At Social Security Is A Bad Idea

     From Waldo Jaquith, described as a former government technologist, writing for MSNBC:

...  Wired magazine reported last week that the Department of Government Efficiency plans to replace the mainframes that power the agency’s mission and rebuild their functionality on new servers in a new programming language — with just a few months’ work.

Assuming Wired’s reporting is accurate, we know that such an effort will surely fail. The track record of decades of modernizations of thousands of software systems, in both the private and public sectors, makes that clear. This isn’t even an interesting-yet-flawed idea. It’s a hackneyed, clichéd bad idea that could only sound compelling to novice software developers. It’s like cooking a Thanksgiving turkey in 20 minutes by putting it in a blast furnace, or choosing to get measles instead of getting vaccinated against it: it sounds most convincing to the layperson who asks the fewest questions.  ...

Critics complain that the COBOL programming language, widely in use in the SSA, is old and outdated. This is wrong. While COBOL’s origins date to 1959, it’s an actively maintained programming language, with an updated standard published by the International Standards Organization in 2023. The advanced age of actively maintained languages is evidence of their sustainability and quality. ...

Critics also complain that mainframes are antiquated in an era of cloud computing. In fact, mainframes are still in wide use throughout the public and private sectors. They are not the room-sized reel-to-reel machines of the 1960s, but instead sleek, modern machines that would turn any developer’s head. They excel anywhere that it’s important to have lots of processing power, high redundancy and the ability to muscle through big batches of data processing—precisely what the SSA needs. ...

Replacing COBOL is a special challenge, for a reason generally known only to experienced COBOL developers: math works differently in COBOL. It handles decimals unlike any other programming language, which is particularly important for large financial systems working at the scale of the SSA. What COBOL might calculate as 1,000.99, Java might calculate as 1,000.98. Neither number is wrong in a mathematical sense, but for an accounting and payment system designed around decades of COBOL-based math, the Java-based answer is functionally wrong. For a system making 840 million financial transactions annually, such a small difference in math can quickly spiral into a disaster. ...

COBOL Isn’t The Problem

           Mar Hicks wrote a few years ago about an episode where Republican leaders tried to blame COBOL for basic governmental agency failings that had nothing to do with COBOL. As he writes:

… But despite [COBOL’s advantages], there’s a cottage industry devoted to making fun of COBOL precisely for its strengths. COBOL’s qualities of being relatively self-documenting, having a short onboarding period (though a long path to becoming an expert), and having been originally designed by committee for big, unglamorous, infrastructural business systems all count against it. So does the fact that it did not come out of a research-oriented context, like languages such as C, ALGOL, or FORTRAN.

In a broader sense, hating COBOL was—and is—part of a struggle between consolidating and protecting computer programmers’ professional prestige on the one hand, and making programming less opaque and more accessible on the other. There’s an old joke among programmers: “If it was hard to write, it should be hard to read.” In other words, if your code is easy to understand, maybe you and your skills aren’t all that unique or valuable. If management thinks the tools you use and the code you write could be easily learned by anyone, you are eminently replaceable. 

The fear of this existential threat to computing expertise has become so ingrained in the field that many people don’t even see the preference for complex languages for what it is: an attempt to protect one’s status by favoring tools that gate-keep rather than those that assist newcomers. …

What Could Go Wrong?

     From Wired:

The so-called Department of Government Efficiency (DOGE) is starting to put together a team to migrate the Social Security Administration’s (SSA) computer systems entirely off one of its oldest programming languages in a matter of months, potentially putting the integrity of the system—and the benefits on which tens of millions of Americans rely—at risk.

The project is being organized by Elon Musk lieutenant Steve Davis, multiple sources who were not given permission to talk to the media tell WIRED, and aims to migrate all SSA systems off COBOL, one of the first common business-oriented programming languages, and onto a more modern replacement like Java within a scheduled tight timeframe of a few months. ...

SSA’s core “logic” is also written largely in COBOL. This is the code that issues social security numbers, manages payments, and even calculates the total amount beneficiaries should receive for different services, a former senior SSA technologist who worked in the office of the chief information officer says. Even minor changes could result in cascading failures across programs.

“If you weren't worried about a whole bunch of people not getting benefits or getting the wrong benefits, or getting the wrong entitlements, or having to wait ages, then sure go ahead,” says Dan Hon, principal of Very Little Gravitas, a technology strategy consultancy that helps government modernize services, about completing such a migration in a short timeframe.

    You may recall that Frank Bisignano testified at his confirmation hearing that COBOL was still widely used in business and that its presence at Social Security was nothing to be too concerned about. 

Chaotic Conditions At Social Security -- But Maybe The Post Office Will Help

 

    From the Washington Post:

The Social Security Administration website crashed four times in 10 days this month, blocking millions of retirees and disabled Americans from logging in to their online accounts because the servers were overloaded. In the field, office managers have resorted to answering phones at the front desk as receptionists because so many employees have been pushed out. But the agency no longer has a system to monitor customers’ experience with these services, because that office was eliminated as part of the cost-cutting efforts led by Elon Musk. ...

Depending on the time of day, a recorded message [on the 800 line] tells callers that their wait on hold will last more than 120 minutes or 180 minutes. Some report being on hold for four or five hours. A callback function was only available three out of 12 times when a reporter for The Post called the toll-free line last week, presumably because the queue that day was so long that the call would not be returned by close of business. ...

On Monday, Dudek said the agency is working with U.S. Postal Service on an agreement to take on new requirements to verify claimants’ identities. ...

Meanwhile, a DOGE-imposed spending freeze has left many field offices without paper, pens and the phone headsets staff need to do their jobs communicating with callers — at the exact moment phone calls are spiking, the employee in Indiana said.

The freeze drove all federal credit cards to a $1 limit. Social Security saw the number of its approved purchasers reduced to about a dozen people for 1,300 offices, said one agency employee in the Northeast.

...

"Hundreds Of Millions Of Dollars In Savings"

     A press release:

Social Security Identifies Hundreds of Millions of Dollars in Savings

Actions Support the Administration’s Priorities

The Social Security Administration (SSA) continues to make good on President Trump’s promise to protect American taxpayers from unnecessary spending while continuing to ensure it delivers on its mission.

“For too long, SSA has operated on autopilot,” said Lee Dudek, Acting Commissioner of Social Security. “We have spent billions annually doing the same things the same way, leading to bureaucratic stagnation, inefficiency, and a lack of meaningful service improvements. It is time to change just that.”

The agency has thus far identified over $800 million in cost savings or cost avoidance for fiscal year (FY) 2025 in areas of payroll, information technology, contracts and grants, and space savings (i.e., real property), and other savings through new, common-sense approaches to printing, travel, and purchase card policies.

• List of Savings


• Payroll: Froze SSA and Disability Determination Services (DDS) hiring and drastically reduced overtime - $550 million.


• Information Technology Systems (ITS) Budget: An ITS budget reduction of $150 million by cancelling non-essential contracts and identifying reductions in other ITS contracts.


• Non-ITS Budget: 70 percent Reduction in Travel - $10 million.


• Contracts and Grants:
  • Contracts Terminated - $15 million.
  • Grants Terminated - $15 million.
• Real Property:
  • Planned non-public facing usable square footage (USF) reductions:
  • Achieved Savings to date - 270,000 USF - $102 million.
  • Anticipated Additional Savings thru EOY FY 2025 - 30,000 USF - $1.5 million.
  • Soft-Term Lease Terminations – Over 60 lease terminations with assistance from the General Services Administration (GSA) - $4.0 million in annual rent savings once terminations are complete. Most sites are co-located; others are non-public facing, consolidations, or preplanned closings.
   
• Guards: Plan to implement protective security officer staffing model and policy for field offices - estimated $30 million beginning in FY 2025.
 
• Printing and Postage: Made SSA-1099 and SSA-1042 notices available online, and 5.4 million customers opted out of paper notices - $3 million cost avoidance.


• Centralized Print Printing: Contracted with vendors to centrally print and mail notices rather than having frontline staff print and mail them locally - $28 million in workyear savings.


• Travel and Purchase Card Policy: Revised card policy to save millions in purchase card obligations.

Social Security remains committed to identifying more ways to save taxpayers money and implementing more solutions that free up frontline employees to help more customers.

DOGE Claims To Have Already Saved Over $232 Million At Social Security But That Is Disputed

      Elon Musk’s “Department of Government Efficiency” is claiming to have already saved over $232 million at Social Security, primarily by cancelling a contract with Leidos, Inc. Social Security has been contracting with Leidos for more than thirty years for IT support.

     NPR, however, is reporting that the Leidos contract with Social Security hasn’t actually been terminated.

Borges Named Chief Data Officer

     From ExecutiveGov:

Chuck Borges, a retired U.S. Navy Commander, shared on LinkedIn Tuesday that he has been appointed as chief data officer at the Social Security Administration.

The executive was most recently with the Centers for Disease Control and Prevention, where he served as business owner of the 1CDC Data Platform, senior advisor for business analytics and acting head of the technology implementation office.

Borges was a White House presidential innovation fellow, where he oversaw the development of a strategic direction and updated implementation plan for the public health data modernization efforts of the CDC. He also worked with the White House data team. Borges currently serves as a board member at the Presidential Innovation Fellows Foundation. ...

Does Frank Bisignano Realize What He's Gotten Himself Into?

     I'm surprised that Frank Bisignano wants the job as Social Security Commissioner. He's now the highly paid CEO of a very successful corporation. It's his niche and apparently he's very good at it. Is he aware of the problems he'll face at Social Security?

• If he thinks he'll lead Social Security out of its long term financing problems, he's deluded. Senators of both parties will demand that he promise that he will stay completely away from long term financing issues. He can't be confirmed without making such promises. For that matter, I'm pretty sure that Trump would want him to stay away from such issues. Also, if he actually looks into the political thicket surrounding it, he'll want nothing to do with Social Security "reform." Let Elon Musk take that bullet.
  
• If he thinks he can in any sense "transform" Social Security, he's deluded. There's no simple fix, technical or otherwise, for Social Security's service delivery problems. There's not even a complicated set of fixes that don't take a lot of money and time. It's highly unlikely that he'll get more money.
• If he thinks that he'll have an advantage because he knows nothing about Social Security and won't be held back by old ideas, he's deluded. In any job, it helps to know how things are already set up, what the obstacles to change are, and what ideas have been tried before and how they worked out. The people who came before you weren't fools (except for Jo Anne Barnhart). Social Security isn't a Gordian knot and Bisignano won’t have have a sword.
  
• If he thinks that the real problem at Social Security is that federal employees are stupid and lazy, he's deluded. That sort of arrogance would lead to indifference, if not joy, in losing the experienced, hard-working employees who keep the Social Security Administration afloat. Not every agency employee is a star but they mostly do their jobs ably. There just aren't enough of them.
  
• If he thinks that ending telework will make Social Security significantly more effective, he's deluded. I've been around long enough to know that telework makes little, if any, difference. If telework ends, some percentage of employees will quit. My guess is that it won't be that high a percentage but that's just a guess. Nobody knows. Losing even a few experienced people will hurt an agency that's as bad off as the Social Security Administration. The commonly held view that Social Security is simple is simply wrong. For example, there's not just one type of Social Security disability benefit. Depending upon how you count them, there are as many as seven (remember that blindness is a separate category under both Title II and Title XVI)! And don't get him started on the windfall offset! It'll blow his mind. It takes long training and considerable experience for an employee to become competent.
  
• If he thinks he can transform the Social Security Administration with new IT, he's deluded. When the companies that Gisignano has led have needed to spend money to acquire new IT systems, all he's had to do was to convince a complaisant board of directors to approve the money. The money was available since the companies were profitable. The situation at Social Security is entirely different. Convincing the White House to approve additional funding will be hard enough. Convincing Congress is much more difficult. Martin O'Malley is a born lobbyist. How far did he get? Is Gisignano any kind of lobbyist?
• If he thinks that fighting employee unions will make the Social Security Administration more effective, he's deluded. The unions can be a pain in the neck but they have just about no effect on productivity. Spending energy fighting them isn't worth it. They're not the enemy.
  

Good News

      A tweet from Social Security:

The IT issue that affected personalized services for several hours on Friday has been resolved.  In-person services and full telephone support will resume Monday.

Major IT Failure

     Social Security is in the midst of a major national IT failure. Every time I hear an estimate on when it will be fixed it's later than the last estimate I heard. They're now saying early afternoon Eastern time but who knows whether that will hold?

    Are the field offices able to service walk-ins? Scheduled appointments? Able to do anything? Are the payment centers able to get any work done? What about the teleservice centers? Are hearings being held?

    Update: This is from Social Security's website:

Social Security’s personalized services - online and in-person - are temporarily unavailable while we address an IT hardware issue. We continue to answer general questions by telephone on our 800 number and in our local offices, while offices are temporarily closed to in-person service. We are working to quickly resolve the issue today and apologize for the inconvenience.

    Update: They've made progress. I was able to get in ERE at 3:20 pm EDT.

$81 Million AI Contract

     From a press release:

Accenture Federal Services has won an $81 million artificial intelligence and machine learning (AI / ML) contract from the Social Security Administration (SSA). The company will deliver end-to-end back office intelligent automation services to transform the way 250 million retiree and survivors’ benefits documents are processed every year. The forms are currently being received and managed via email, mail, and fax.

The Social Security Administration has already successfully deployed an enterprise hyperautomation platform that uses advanced deep learning and computer vision techniques to identify data from the agency’s electronic folder, extract text, transcribe data with the highest level of accuracy, and speed processing through downstream business processes. The platform uses internal enterprise data to intelligently and rapidly keep pace with high demand, expedite decision making, and control costs.

Accenture Federal Services will now take this project to the next level providing the licenses necessary to deliver an end-to-end, Infrastructure as a Software (IaaS) roadmap for intelligent automation installation, testing, and training. ...

What Can We Expect On Monday?

       A tweet from the Social Security Administration:

Social Security offices will open for public service on Monday, 7/22. Staff impacted by the widespread Microsoft and CrowdStrike issues are being brought back online. Our phone lines remain operational and many online services at http://ssa.gov remain available. 

     Great, but how capable will they be of doing business? And that’s just the field offices. What about other parts of the Social Security Administration, such as the Teleservice Centers, the Program Service Centers and the Office of Hearings Operations? I know OHO was able to hold hearings yesterday but I don’t know about their work otherwise.

What's At Stake For SSA With Generative AI

     The Acting Commissioner of Social Security recently made the decision that the agency will, for now, have no involvement with Generative Artificial Intelligence (AI). While I have a healthy skepticism that AI will ever have much role in taking or adjudicating Social Security claims, there's one area where Generative AI may be of considerable assistance and that's dealing with the COBOL problem. Social Security's most important computer programs are written in the ancient COBOL programming language. Many other agencies and private companies are similarly dependent upon COBOL. Schools are no longer teaching COBOL. Computer programmers don't want to work with it. Few programmers are available to work on COBOL programs and those programmers have long since gone gray.

    IBM, and probably others, have decided that Generative AI may be the cure for COBOL problems. There would be no need to laboriously rewrite all the old programs in newer programming languages. AI would quickly rewrite the old COBOL programs in modern computer programming languages. Programmers would be more widely available for modern computer languages. Corrections and improvements to existing programs would become easier. That would be a godsend to Social Security, if it works.