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.

A Question

     I know that many would like to turn over disability determination to artificial intelligence but there’s no gold standard for disability determination so let’s start out a little simpler. Could artificial intelligence be trained to do windfall offset calculations at Social Security? They're the agency's bane. They eat up tons of employee time. I'm sure that everyone familiar with the problem knows that there ought to be some computer fix. The Social Security Administration has tried two different windfall offset software packages in the past. Both cost in the tens, if not hundreds, of millions of dollars and both failed spectacularly. Is AI different?

   

Can't Say Whether Some Automation Projects Have Helped

      From Manual Processes for Resource-intensive Workloads, a report by Social Security's Office of  Inspector General

Our objective was to determine whether the Social Security Administration’s (SSA) automation enhancements (1) reduced manual processing for resource-intensive workloads and (2) were cost-effective. ...

SSA’s automation enhancements reduced the need for manual processing for some workloads from FYs 2019 to 2021. These initiatives aimed to improve the efficiency and effectiveness of SSA’s operations; however, they were not always immediately cost-effective. Additionally, SSA could not identify cost or savings estimates for some enhancements; thus, we could not determine whether they were cost-effective.  ......

MFA For SSA

      From Federal News Network:

The Social Security Administration is getting $23.3 million from the Technology Modernization Fund to implement multifactor authentication across its internal systems, part of a trio of recent TMF awards focused on cybersecurity and reliability. … 

“Millions count on Social Security for their benefits, and we are committed to secure systems that protect their personal information and allow our hard-working employees to provide the daily services and assistance American retirees and other beneficiaries depend on,” Sean Brune, SSA’s chief information officer, said as part of the announcement. “This investment will improve security and protections of our programmatic systems while avoiding potential agency costs and potential disruption of services.” 

The funding will help SSA accelerate the implementation of its phishing-resistant, single sign-on MFA solution across all internal systems and services. Using phishing-resistant MFA is a key requirement for agencies under the federal zero trust strategy. … 

The TMF award comes as SSA is also planning to soon release a new IT strategic plan, Federal News Network reported last month.

SSA Information Not So Secure?

     From a recent report by Social Security's Office of Inspector General (OIG):

Objective
To determine whether the Social Security Administration’s (SSA) overall information security program and practices were effective and consistent with the Federal Information Security Modernization Act of 2014 (FISMA) requirements, as defined in the Fiscal Year (FY) 2022 core Inspector General (IG) FISMA reporting metrics. ...

We engaged Grant Thornton LLP (Grant Thornton) to conduct this performance audit ...

Based on the FY 2022 core IG FISMA reporting metrics guidance, Grant Thornton concluded SSA’s overall security program was “Not Effective.” 

Although SSA had established an Agency-wide information security program and practices, Grant Thornton identified deficiencies that may limit the Agency’s ability to adequately protect its systems and information. While SSA continued executing its risk-based approach to strengthen controls over its information systems and address weaknesses, Grant Thornton’s audit continued to identify persistent deficiencies in both the design and operation of controls related to the FY 2022 core IG FISMA reporting metrics. ...

The Reports Of COBOL's Death Have Been Greatly Exaggerated

     In recent years many have decried Social Security's reliance on old mainframe computers running programs written in the very old COBOL language. Many have thought this to be a major problem holding back progress at Social Security. As this New York Times article demonstrates, maybe using COBOL isn't bad at all. At the least, COBOL remains in common use:

Caitlin Mooney is 24 years old and infatuated with technology that dates to the age of Sputnik.

Mooney, a recent New Jersey Institute of Technology graduate in computer science, is a fan of technologies that were hot a half-century ago, including computer mainframes and software called COBOL that powers them. That stuff won’t win any cool points in Silicon Valley, but it is essential technology at big banks, insurance companies, government agencies and other large institutions.

During Mooney’s job hunt, potential employers saw her expertise and wanted to talk about more senior positions than she was seeking. “They would get really excited,” Mooney told me. She’s now trying to decide between multiple job offers.

The resilience of decades-old computing technologies and the people who specialize in them shows that new technologies are often built on lots of old tech.

When you deposit money using your bank’s iPhone app, behind the scenes it probably involves computers that are the progeny of those used in the Apollo moon missions. (Also, half-century-old computer code is baked into the iPhone software.)

It’s often seen as a problem or a punchline that so much musty technology is still around. But it’s not necessarily an issue.

“If it ain’t broke, don’t fix it,” joked Ellora Praharaj, director of reliability engineering at Stack Overflow, an online forum popular with tech workers. “Students out of school these days don’t necessarily want to work in uncool older languages. But the reality of the world is this is what powers many of our existing systems.”

Praharaj said she learned COBOL in college in the mid-2000s and “hated it.” But until about five years ago, she was regularly using a 1950s computer programming technology called Fortran in a former job in the financial services industry. The old stuff is everywhere.

Latin is dead, but old computer programming languages like COBOL live on. ...