effective eServices at SSA

1
effective eServicesat SSA

• Social Security Administration
• Office of Electronic Services
• 09/19/2006

2
Why Invest in E-Gov?

• Internal and external studies agree that we are
  facing a spike in workloads, the loss of
  experienced employees, and tighter budgets.
• E-Gov has untapped potential to help address our
  service-delivery challenges.

3
Customer Demographics

• Seniors are the fastest-growing online audience
  segment This online audience will nearly double
  by 2010 reaching 20.1 million seniors. --
  JupiterResearch, 2005.
• Visitors to SocialSecurity.gov, like Internet
  users in general, visit SSAs website looking for
  online services. After the homepage, the second
  most visited page in the first quarter of the
  FY06 was What You Can Do Online.
  Nielsen//NetRatings, Q1 2006

20.1
11.5
Online senior population
4
Electronic Services factoids

• Projected in FY 2006
• SocialSecurity.gov 52 million visits
• FAQs 29 million viewed
• Email inquiries 650,000 received

5
Steady growth of electronic transactions
Volume of Successful Electronic Initial Claims
and Post-Entitlement TransactionsGovernment to
Citizen
2,200,000
1,700,000
550,000
300,000
Percentages of universe
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Speech-Enabled eServices Government to Citizen
Currently, speech-enabled eServices represent
over half of all SSA electronic transactions
Percentage represents top eServices most reported
to SSA executives. eServices Performance Measure
reported to OMB
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Government to Citizen17 distinct G2C
eServicesNo fee charged for any service

• Internet Social Security Statement
• Field Office Locator
• SSA Benefit Planner
• Benefit Eligibility Screening Tool - BEST
• Retirement, Spouse, Disability Application (ISBA)
• Disability Report - i3368
• Disability Report - i3368PRO Professional for
  3rd Parties

• i3441- Appeal
• i3820 - Disability Report for Child
• Proof of Income Letter
• Check Your Benefits
• Change Of Address
• Medicare Replacement Card
• Medicare i1020 Subsidy Application
• Replacement 1099/1042S
• Direct Deposit

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Government to BusinessBusiness Services Online
(BSO ) G2B eServices

• Wage Reporting
• W-2 Online allows small businesses to create
  their W-2s at SSAs website for free. Use of
  this service is growing. Will reduce the 40
  million paper W-2s we now receive from 4 million
  employers.
• Electronic W-2 Receipts 67 (2005) 72 (2006)
  80 goal (2007)
• Social Security Number Verification Service
  (SSNVS)
• allows employers to verify if their employees
  name and SSN match our records
• 2006 usage 15 million verified SSN/Name
  combinations, 700,000 submissions

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Government to Government Information Exchange -
G2G eServices

• SSA has electronic access to data in 119 state
  agencies via SSA Access to State Records Online
  (SASRO) connections
• 39 human service agencies
• 6 vital records agencies - 3 Internet
  connections
• 62 unemployment agencies 31 Internet
  connections via IBIQ
• 12 workers compensation agencies 4 Internet
  connections
• SSA provides 184 state agencies (human services,
  departments of labor, unemployment, education,
  vocational rehabilitation, law enforcement, etc.)
  with selected data via batch transmissions.
• SSA provides online access to selected data via
  State Online Query (SOLQ) to an additional 22
  agencies 2 Internet connections.
• As of September 2005, SSA had awarded 22
  contracts to States or local jurisdictions to
  develop EDR systems.

10
Customer Satisfaction

• American Customer Satisfaction Index (ASCI) is a
  uniform and independent measure of household
  consumption experience.
• ACSI tracks trends in customer satisfaction and
  provides valuable benchmarking insights of the
  consumer economy for companies, industry trade
  associations, and about 100 federal government
  websites.
• ACSI measurements for website satisfaction are
  based on questions that address six elements

• ACSI online surveys provide real-time results
  which allows SSA to quickly gauge effectiveness
  of changes in the Website as rated by the public
• Seven active ACSI surveys on SSA Web site/On-Line
  Applications

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Customer SatisfactionACSI Update

• Federal American Customer Satisfaction Index
  (ACSI) Scores for Applications (2nd qtr 2006)
• ISBA 88 (highest overall score in any category)
• i1020 87 (second highest overall score)
• Business Services Online 83 (3rd in the
  E-Commerce category)
• SSAs average ACSI Score is 79.6, the highest
  among agencies running multiple surveys and 5
  points above the overall Federal average
• On-Line Apps Score Higher than Info Site

12
E-Gov Strategy Foundation

• To the maximum degree possible over the next 5
  years, help to offset the estimated large and
  growing work-year gap between estimated work
  power needed to handle projected workloads and
  work power that is expected to be available, by-
• Expanding the options for, and usage of,
  electronic services on the Internet and
  telephone, while-
• Accommodating changing public preferences
• Providing excellent service to all our clients
• Spending dollars wisely efficiently
• Protecting the publics security privacy
• Maintaining and facilitating program accuracy

13
Internal FLAG Survey results Top 3 perceived
reasons why eServices are not encouraged by SSA
field staff
14
FLAG Survey results What must SSA do
toincrease use of eServices?

• Increase public awareness (994 responses)
• Improve existing services (801 responses)
• Provide better customer support (720
  responses)

15
ASCI Top Methods of learning about
www.SocialSecurity.gov
ASCI How did you hear about www.ssa.gov?
ACSI Data SSA Main- Content Search (Feb 2006,
Question 8)

58 of the respondents learned of SSA from
non-official SSA communications (i.e. search
engines, word-of-mouth, assumed that there was a
SSA website, or other).
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eServices Analytics Summary

• What story does analytical data tell in the
  eServices context?
• Where are the key problem areas as indicated by
  analytics?
• Who are the stakeholders that need to be notified
  regarding the issues?
• How to make recommendations for improvement?

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Analytical Data at SSA

• WebTrends (hits, page views, audience)
• Nielsen//NetRatings (audience, demographics)
• ACSI Customer Satisfaction
• Web Quality/Integrity Monitoring
• Third Party Reports - PEW, Jupiter Research,
  Gartner, Forrester (trends)
• Management Information (success/failures)

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Analytical Data -- Next Steps

• Upgrading WebTrends to Enterprise version.
• Turning WebTrends session cookies to find
  specific points where audience is having
  problems, so that action can be taken for
  improvement.
• Improving Website Quality/Monitoring to better
  involve SSAs 100 Web Managers
• Normalizing data from disparate systems to allow
  for a more automated way to correlate data
  points. Five-month project.

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eServices Questions

• Strategy and Programs Governance Analytics
• Renee.Trujillo_at_ssa.gov Gilbert.Guillen_at_ssa.gov
• WebTrends History ACSI 3rd Party Trending
• Bruce.W.Carter_at_ssa.gov Tim.Evans_at_ssa.gov
• Public Insight Marketing Training Project
  Life Cycle
• Bill.Dixon_at_ssa.gov Gerard.Hart_at_ssa.gov