Improved Video Hearing Picture Quality

     I don't know how widespread this is but in Eastern North Carolina, Social Security's Office of Disability Adjudication and Review (ODAR) has installed new equipment for video hearings which significantly improves picture quality. The new equipment doesn't take us to true hi-def. I'd say it improves picture quality from circa 1954 (or perhaps 1944) to circa 1990, which is a major improvement.

Telephone Problems At ODAR Today

     I'm hearing reports that Social Security's Office of Disability Adjudication and Review (ODAR) offices nationwide are experiencing telephone difficulties today. It's not clear to me whether this is affecting other parts of Social Security as well.

New Software For Encrypting CDs

     On February 8, Social Security began installing new software for copying and encrypting electronic folders to compact discs. The agency has released a six page guide to decryption of these compact discs.

Crossed Lines In Pennsylvania

From the Pocono Record:

Marshalls Creek Homes downsized their phone lines five months ago, so when the dead lines began ringing again employee Ed Johnson thought it was something straight out of the "X-Files."

He answered the phone and — much to his shock — could hear an entire conversation between the local Social Security office and a client. ...

"A new Social Security office opened up in East Stroudsburg and our lines are crossed. When certain lines ring and I answer it, it is either someone looking to talk about their case, or I can hear the entire conversation between the client and the Social Security office," ...

Marshalls Creek Homes tried to rectify the situation with Verizon, but was told they couldn't because the trouble isn't their phone line.

"The owner of Marshalls Creek Homes went over to the Social Security office and told the manager there about the problem," Johnson said. "But two weeks later, the phones are still ringing." ...

Michael Laroche, manager of the Social Security office, said the problem was addressed and fixed for two days, but Johnson disagrees.

"We have a skeleton crew on Wednesdays and Thursdays so I can't say that it was fixed for the two days. I remember the phones ringing on those days," Johnson said.

In the two weeks that one phone line has been ringing in two locations, Johnson estimates that he has answered about 50 phone calls meant for the Social Security office.

"I didn't know that anyone could hear the calls," Laroche said.

"I thought it was fixed, so now I have to call Verizon again."

Verizon officials were not immediately available for comment.

Proposed Representation Rules -- Part V -- Slow Down On Requiring Dealings Electronically

Social Security's Notice of Proposed Rule-Making (NPRM) on the representation of claimants troubles me in many ways. My topic today is the requirement in the proposed regulations that those who represent claimants deal with the agency electronically.

Let me start by saying that my firm is already scanning virtually everything that comes into our office. We regularly upload records using Electronic Records Express (ERE) and we file almost all of our appeals electronically. I am not afraid of technology. My firm is already doing what the proposed regulation would demand of other Social Security attorneys.

My biggest concern with this proposal is that Social Security is not ready for it. The agency has consistently and badly underestimated how long it takes for it to roll out new technology. While there are those at Social Security who would claim that the agency has already rolled out the electronic file, my experience is that Social Security is a long way from finishing working out the bugs in the electronic file. Let me give an example of the problems that Social Security has that are already impacting those who cooperate with the agency. At the moment, there are many complaints in North Carolina from attorneys who are unable to fax records into electronic files because they constantly get a busy signal. My fear is that Social Security will adopt this regulation and then find that its systems are overwhelmed by volume for which it is unprepared. While ERE is working OK for now, my guess is that it is susceptible to being overwhelmed once more people start to use it, just like the fax lines. I have no confidence that the bandwidth is there now or that it will be there any time soon.

Since the beginning of the Bush Administration, the Social Security Administration has been on a crash program to convert to digital. The reason has been simple. Social Security's management can see that its workloads are getting larger and larger every year, yet it has been made clear to agency management, if not to the public, that staffing increases are absolutely out of the question. It does not matter how bad things get at Social Security, the agency is not getting more personnel. Social Security's staff must ratchet downwards regardless. That has been the polar star for Social Security upper management. Agency management has been forced to seek other means for dealing with its workload. The only option was to believe, or at least hope, that a digital conversion would result in massive productivity gains. This has not worked so far. There is scant reason to hope that it will work.

It may take quite some time for high level management to wrap their minds around it, but there is a lot of reason to believe that Social Security will be able to increase its staffing levels considerably in coming years. George W. Bush will be out of the White House in less than four months. Unless there is a political earthquake Democrats will have much more certain control of Congress come January. Even if John McCain is elected President, which now seems unlikely, the political equation for Social Security's operating budget is going to change radically in the very near future.

Productivity gains from going digital are non-existent so far. You might ask how I know that there have been no productivity gains from going digital. There have been no studies released showing the effects of going digital on productivity at Social Security. The fact that Social Security has released no studies showing the effects of electronic files on productivity tells me all I need to know. Social Security would not be shy about telling the world if it had studies showing that the electronic file was helping productivity. No studies being released means that whatever studies have been done have shown results that would embarrass Social Security or that Social Security is afraid to even do studies because they do not want them leaking out.

My message to Social Security is, slow down on this digital conversion. Being overhasty has caused the agency nothing but problems. There is scant evidence that going digital is ever going to solve the Social Security's workload problem. It is too late to stop making the conversion, but there is no more reason to rush it, especially since additional staff is likely to be coming,by the 2010 fiscal year, at the latest.

Social Security ought to get its plan to allow attorneys and representatives to access their clients' files online and working well before it goes ahead with these proposed regulations. To my mind, it is basic fairness for this to be in place before Social Security starts making additional demands on those who represent claimants. If the Social Security Administration wants this degree of cooperation from those who represent claimants, it ought to be offering something in return. As a practical matter, by the time online access to claimants' files is working well, the bandwidth should be there to make ERE work efficiently and the fax machine and other issues with the electronic file should be worked out.

Social Security should get back to implementing new technology in a slow steady way. Knock off the crash plans. They have not worked and they are no longer necessary.

You may comment on this proposal online.

First Meeting Of Future Systems Technology Advisory Panel -- Who Is On It?

Commissioner Astrue has set up a Future Systems Advisory Panel for Social Security. Today's Federal Register contains a notice that this body will hold its first meeting on October 23. I cannot seem to find a list of who was appointed to this body. Can anyone help me.

Is E-Pulling E-Failing?

I had posted this earlier, but it was hidden in a much longer item. Let me pull it out for emphasis. From the statement of Kathy Meinhardt, Principal Executive Officer for Federal Managers Association Chapter 275, Social Security Office of Disability Adjudication and Review, Federal Managers Association (FMA), Minneapolis, Minnesota to the House Social Security Subcommittee:

Much of ODAR’s promise of increased efficiency is tied to the success of the ePulling initiative. According to the IG report, the pilot is being expanded to five hearing offices and the NHC. Rollout to additional offices is dependent on the performance of the software at the pilot locations. Minneapolis is one of those five hearing offices. We are only eight weeks into the pilot, but at this point, the process has been very time consuming and has slowed the staff down by more than 50 percent. We at FMA believe that many staffing decisions are being considered assuming the success of this initiative. We would caution that its success and ability to deliver significant numbers of folders for ALJ review anytime in the near future is overly optimistic.

Social Security Turns To Technology -- And Plans To Make You Use It

From the Federal Times (emphasis added):

The Social Security Administration is hoping a series of technology upgrades planned for this year and next will help the agency improve its efficiency and whittle down its backlog of unheard benefit claims cases....

SSA’s first upgrade will come next month, when it relaunches its Web site with a revamped retirement application program. Astrue said the current online application was hastily created eight years ago and does not work well — it is used by only about 10 percent of the public. Astrue wants half of retirement applications to be filed online in five years to keep field offices from being overwhelmed with paper applications. ...

SSA has gone back to the drawing board to replace one tool that has consistently underperformed since its 2006 debut, Astrue said. The Electronic Case Analysis Tool, or eCAT, is intended to help disability examiners decide whether someone qualifies for disability benefits and document their cases. For example, the system can prompt examiners to ask certain questions or to review necessary documents.

But the original version of eCAT was rushed to the field before it was ready and “failed miserably,” Astrue said. The Government Accountability Office in January found that eCAT frequently crashed because of technical glitches and lost information. Astrue said eCAT even created backlogs in some places, such as New England, that previously had none.

The new version of eCAT will not be rushed, Astrue said. SSA will not pilot it until 2009 at the earliest, Astrue said, and it will be closely reviewed as it is rolled out to one or two states. He promised that eCAT will eventually help examiners make and document their decisions faster and better.

“Now, we’re trying to do it right,” Astrue said.

SSA recently digitized its appeals process with a new program called iAppeals, Astrue said. This program lets claimants or their representatives file an appeal online. Previously, appeals were filled out on paper forms and mailed to field offices, where SSA staffers entered the information into a computer system....

SSA plans to require all claimant representatives to use iAppeals; unrepresented claimants would still be able to file their appeals on paper.

DDS Administrators Letter On I-Appeals

A letter that went out recently to Disability Determination Service administrators:

Policy Instruction

Identification Number DDSAL 750 Effective Date: 12/12/2007
Intended Audience: State Disability Determination Services Administrators
Originating Office: DCO ODD
Title: iAppeals Notice Language- ACTION
Type: DDS Administrators' Letters

Program: Disability
Link To Reference:

The purpose of this Disability Determination Services (DDS) Administrators’ Letter is to announce national rollout of Internet Appeals (iAppeals) on 12/22/07. DDSs need to modify certain disability determination denial notices to explain that appeals can now be requested on the Internet. The Disability Processing Branches (DPB) and Flexible Disability Unit (FDU) in the Processing Centers will be notified via an e-mail to the MIDAS User Group (MUG). It will indicate the implementation date that the notices will be modified with the necessary language found in this DDS Administrators letter. No additional action is necessary for the DPB/FDU components.

Background:

Since 12/1/03, some members of the public have been able to complete and submit the SSA-3441 Disability Report – Appeal online (i3441). Effective 12/22/07, members of the public will also be able to complete and electronically submit the Request for Reconsideration (i561) and the Request for Review by Administrative Law Judge online. Additionally, on 12/22/07, the URL currently reflected on the notices will redirect users to the Welcome page of iAppeals. The Welcome page will solicit information to determine if a SSA-561 or SSA-501 applies and will link the user to the appropriate form.

Instructions for modifying notices

Beginning no earlier than 12/22/07, all DDSs should include the revised language for iAppeals in the Notice of Disapproved Claim and Notice of Reconsideration for disability determination denials. Notices should be revised no later than 12/19/07. The notices that need revision are:...

Please advise your regional office of your completed actions by COB December 19, 2007. If you have any questions, please direct them to your regional office.

/s/
Ruby Burrell
Associate Commissioner
for Disability Determinations


cc:
All Regional Commissioners
Directors, Centers for Disability

Web Service Beta Test

From today's Federal Register:

The Social Security Administration (SSA) is pleased to announce that, in 2008; the agency will develop and implement a Beta test of a web service which will allow the submission of Initial-level claims, including Disability applications and Adult Disability Reports, from companies who assist the public with filing for benefits. In 2008, SSA plans to develop the web service to initially collect data on the Internet Social Security Benefit Application and Disability Report. Note that when a third party submits an application, SSA must contact the claimant before it is considered valid. In the initial phase, organizations will be able to submit claims data in bulk and receive a confirmation of receipt of the submitted data. In subsequent phases, the systems interface will also include the ability for organizations to check on the status of previously submitted claims information.

SSA would like to extend an invitation to companies who assist individuals with their Social Security benefit applications, to participate in this web service claims data exchange Beta test. The Beta test is structured to use the ``consolidator'' model, where the participating company serves as a conduit to receive claims data from their client base and electronically transfer the data to SSA. After the initial disability claims data collection effort in 2008 is evaluated, SSA will add functional capabilities in future years to collect data on electronic appeal forms and integrated claims applications. This multi-year initiative will provide a comprehensive systems interface for companies to send claims data (including Title II Retirement and Spouse application data, disability data, and medical evidence) to SSA on behalf of their clients. The envisioned long-range solution beyond 2008 is a web service that will facilitate the collection of data through the entire life-cycle of Internet applications, including Title II and Title XVI initial claims and appeals.