Social Security’s Plan to Better Serve You
Posted on July 16, 2020 by Andrew Saul, Commissioner, Social Security Administration
We are committed to improving service to the millions of Americans who expect and deserve timely and accurate help from us. This effort requires that we modernize our technology so we can provide our employees with effective, easy-to-use tools that help them do their job well. As the COVID-19 pandemic has also underscored, we must offer additional online, remote service, and self-service options that you expect from organizations today.
While such service options depend on modern technology, many of our systems are more than 30 years old. Thus, nearly two years ago, we initiated a multi-year Information Technology (IT) Modernization Plan to replace our outdated systems with updated technology that enhances our service capabilities. We have updated this plan to build on the tremendous progress we have made over the past two years and to reflect input from the public and private technology experts, our frontline employees, and most importantly, from our interactions with you.
This update enhances our focus on improving our services online, over the telephone, and in our local offices. We are also committed to ensuring that the service options we offer are both secure and easily accessible. Currently, it is too hard for many people to prove who they are to access our online services, which is why we have made improving our my Social Security account registration process a foundation of our modernization efforts.
We will continue to review our IT Modernization plans to make sure that they are flexible enough to keep up with rapid technology change and future customer needs so that we deliver on your expectations. I invite you to read our IT Modernization plan and the 2020 Update.
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