The Social Security Administration needs a strong long-term plan for online customer self-services, the agency’s inspector general said.
InformationWeek reports the SSA currently offers 21 citizen-to-government services via the Internet as part of its shift to the Web. In a report released July 29, the IG said customers filed 37% of retirement claims and 27% of disability claims online in fiscal year 2010.
The Future Systems Technology Advisory Panel, which advises the SSA on technology issues, has recommended the SSA conduct 90 percent of its business online within 10 years.
To meet this goal, the IG recommended the SSA develop a long-term plan that prepares for increased workload and service delivery.
“The plan must outline what the service delivery environment will be long-term, including what services customers will expect and how they will want services delivered,” the IG said.
InformationWeek reports the IG praised the SSA earlier this year for its iClaim application, which allows people to file for Social Security benefits online. Out of 200 people surveyed, 198 said their experience was positive.
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