Strengthening Social Security for millions of Americans

SecurityStat

Strengthening Social Security for millions of Americans More than 70 million people depend on Social Security benefits, and millions more reach out each year for other services like requesting a new Social Security card. At the same time, we’re experiencing an increasing number of customers, less operating funds per customer, and fewer employees. We’re working to provide our customers with the service they expect. Path to improve customer service Learn more about the recent agency accomplishments and solutions SecurityStat has helped to deploy.  Serving more people with fewer staff The chart illustrates the widening gap between staffing levels and the growing number of customers. We have fewer people working for Social Security than we've had in 27 years. In fiscal years 2017 through 2021, our separation rate averaged 7%. In fiscal year 2022, separations accounted for 10% of our workforce. Reductions in our staffing result in performance challenges. Our fiscal year 2023 total staff increased and fiscal year 2024 is expected to decrease because of the 2024 funding level. We continue to work towards rebuilding our workforce as the number of beneficiaries increases.  Agency funding relative to spending on benefits The chart shows that we have less funding as a share of the amount of benefits we administer through 2024. This funding also supports our work providing Supplemental Security Income payments, and some work on behalf of Medicare. Impact As a result of these challenges, our current customer service performance doesn’t match our customer service goals. Examples of current average wait times include: 36 minutes for our national 800 number. 229 days for an initial Disability decision. 225 days for a Disability reconsideration decision. 361 days for a hearing decision. How we’re addressing these challenges In February 2024, Commissioner Martin O’Malley launched “SecurityStat,” a performance measurement tool to help Social Security set goals, choose actions, and track progress in meeting these challenges.  The SecurityStat process For each SecurityStat challenge, we: Set a strategic goal. The strategic goal should be bold and measurable. For example, one of our goals is to answer calls to our 800 number in an average of 12 minutes. Drive leading actions. Certain actions will help us meet our strategic goals. For example, if we help people understand any next steps they have by sending clearer letters, we can reduce their need to call the 800 number. This would allow us to answer the calls we do get faster and provide better service on our 800 number. So, we plan to improve how we write to reduce the number of calls. Track “Key Performance Indicators (KPIs)” over time. The KPIs tell us if our action plans are moving us toward our strategic goal. For example, are we getting fewer calls related to our letters? Did our average time to answer calls drop?   visit our website

Maggie Jalilvand/ California Disability Advocates | 11500 W Olympic Blvd #400 | Los Angeles, CA 90064 US Unsubscribe | Update Profile | Constant Contact Data Notice