Social Security Administration

Online Services

Provide over $1 trillion in benefits to over 70 million individuals

The Social Security Administration (SSA) has provided financial protection for our nation's people for over 84 years. We deliver critical support during significant life events like birth, marriage, retirement, disability, or death. We pay benefits to over 70 million people annually. The public conducts over 160 million transactions using our online services, over 40 million people visit our local field offices, and over 30 million contact our National 800 Number each year. We appreciate the impact of Social Security's programs on the lives of nearly citizen at some point, and the importance of their experience with us. We are committed to continue improving our service - whether in-person, on the telephone, or online.

CX Plans and Progress

Service design artifacts to support Customer Experience planning and change management. Each agency generates operational data; including web traffic and customer feedback.

Progress

View CX Feedback Data
Digital Analytics Data
Operational Data
Reporting Notes

CX Feedback Data

During this quarter, the HISP collected feedback under a PRA clearance that does not all for public disclosure. HISPs are required to establish the new A-11 Section 280 generic clearance that allows for public reporting by October 1, 2020.

Download CX Feedback Data

This HISP did not submit customer feedback data for this quarter.

Digital Analytics Program Data

Please see below.

Operational Data

This is the combined overall customer satisfaction score that includes all questions administered for the eight online services identified above. The ForeSee threshold for excellent is a score of 80 or above. This score is reported in our Annual Performance and Agency Tracking Reports.

	FY19 Q1	FY19 Q2	FY19 Q3
Sucessfully completed online transactions*	48 million	49 million	43.1 million
Overall Customer Satisfaction Score for Online Services**	83	85	81***

* Successfully completed online transactions represent the total number of successfully completed transactions through all of our online services, including the services represented in the Overall Customer Satisfaction score for Online Services.

** Overall Customer Satisfaction Score for Online Services is the cumulative average of eight agency online services in the ForeSee E-Government Satisfaction Index, (Business Services Online, iClaim (Disability), Medicare Extra Help, iAppeals, iClaim (Retirement), my Social Security , Retirement Estimator, and our main page, www.SSA.gov.) The ForeSee threshold for excellence is a score of 80 or above.

*** These scores are the cumulative average of questions that specifically address the CX categories (e.g. Service, Process, People, etc.) outlined in OMB A-11 guidance for the following online services: Business Service Online, Help with Medicare Prescription Plan Drug Costs, iAppeals, iClaim Retirement, iClaim Disability, SSA.gov, my Social Security, and Retirement Estimator. For consistency purposes, the scores reflect ForeSee survey data for the same questions outlined in our Q1 and Q2 dashboards. These scores do not represent responses to all survey questions included in the ForeSee survey.

Reporting Notes

CX Feedback Data: HISPs are currently in the process of aligning their customer feedback collections to seven government-wide CX measures. These measures align to specifically worded questions that agencies may make minimal changes to (to ensure relevancy for their context) and be scored on a scale of 1 to 5, with 5 indicating strong agreement with a measure statement. Agencies that use a 10 point scale provide a calculation for converting results to a five point scale. Many are collecting customer feedback under clearances that did not include a provision to share this data publicly. HISPs without the current capacity to collect and share data using the government-wide measures must identify a target date for reporting of these metrics not to exceed FY 2021, Quarter 1.
Operational Data: HISPs were provided the opportunity to submit operational data in their quarterly reporting to OMB that provides context regarding their customers' experiences with their service.