From Federal News Radio:
The Social Security Administration is approximately six months into what will likely be a five-year effort to modernize the agency’s aging IT infrastructure. Sean Brune, chief program officer for IT modernization at SSA, said many of the planned upgrades revolve around services used by the general public. This fiscal year, Brune said, the agency will focus on improving communications and existing services.
“We’re currently working to put all of our online services behind that secure online portal … my Social Security,” he said on Federal Insights: IT Modernization. “We encourage all members of the public to establish their personal my Social Security account. That will then allow, prospectively, a member of the public to see all the relevant services for their circumstance.”
These could include filing claims, checking claims status, services for representative payees.
Enhancing its public offerings will involve more mobile digital services. Brune said the agency has been building responsive design into all new services to detect when portal users are on mobile devices.
IT modernization also includes updating the disability claims processing application — to help SSA cut down on the backlog — and enhancing cybersecurity. With two secure data processing centers, Brune said the agency is covered in that regard. ...Of course, this is not unimportant work. The problem is that it's being done at the expense of service to the public today. Lines are present outside field offices and phone calls aren't being answered while staffing dwindles.