"Access to Social Security benefits has never been easy, and we found again and again that access had gotten worse over a number of metrics. The new report, coauthored with fellow academics Callie Freitag and Matthew Borus, is based on interviews with 52 attorneys and other specialists who help people get disability benefits."
"Technology has been at the center of Social Security Commissioner Frank Bisignano's agenda to offer more self-service options online, move the agency off of paper, automate tasks and leverage artificial intelligence. Bisignano has often said that people should be able to get help from SSA in the mode that suits them - online, on the phone or in person."
"The clunkiness and old age of the agency's tech has long been a complaint for some recipients who may wonder why they can't do a given SSA task online, but recent updates have made it more difficult for some people with disabilities."
The Social Security Administration experienced major disruptions after losing over 7,350 employees last year, resulting in increased difficulty for Americans accessing disability benefits. Research based on interviews with 52 attorneys and disability specialists found that access to benefits deteriorated across multiple metrics. Commissioner Frank Bisignano implemented technology-focused reforms emphasizing self-service online options, automation, and artificial intelligence to reduce field office visits. However, these changes have created barriers for people with disabilities who struggle with the agency's outdated and clunky technology systems. The report recommends improvements to ensure equitable access across online, phone, and in-person service modes.
#social-security-administration #disability-benefits-access #government-efficiency #technology-implementation #staffing-reductions
Read at Nextgov.com
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