To kick off August, the Social Security Administration (SSA) publicly announced an additional technological innovation that will be released this month. Technological advancements are one of the several developments SSA has set forth since the beginning of the year, as these new innovations are designed to create efficiency and benefit customer service performance. Olinsky Law Group identifies this innovation as well as others in recent SSA announcements, and how the agency has been committed to promoting their embracement of technology usage.

SSA announced they are launching an authentication PIN (SAP) for online account holders, that will be optional but intended to make the identity verification process more efficient when contacting the National 800 Number. The agency states, “The primary goal of the enhanced SAP feature is to improve both the security and speed of service.”  The feature is organized to be officially integrated this month.

SSA has remained committed to promoting use of their online services, releasing statements about how to apply for disability benefits online and how using their online services creates an easier process. In this recent announcement, the agency continues to advocate for online usage, sharing that the benefits of this feature will generate quicker service and is more convenient. With this advancement, SSA adds another tool to help encourage customers to utilize online services, and another feature to support their proclaimed dedication to customer service improvements.

The agency has continuously publicized their loyalty to the American people between customer service and transparency. Many of these efforts are directly associated with implementing new technologies, including a recording device for disability hearings, artificial intelligence assistance for the National 800 Number, verification process enhancements such as this new one, and more developed this year.

In several announcements, SSA has undoubtedly emphasized how these advancements are intended to benefit customers, however the agency has also promoted how they identify themselves as an organization that is focused on implementing technology. Specifically, in a press release from July 7^th that references the agency’s transformations as a customer service milestone, SSA says, “Central to this transformation is SSA’s commitment to becoming a digital-first, technology-driven organization.” In another article from July 23^rd also discussing customer experience and how the agency has gained momentum, Commissioner Bisignano is quoted saying, “We are investing in technologies to build frontline capacity and using real-time data to monitor performance across the board.”

As SSA continues to share how customer experience is benefited through their technological developments and online usage, customer service will remain a popular theme. With another advancement emerging, the agency is likely to continue and reference their efforts in a positive light, in addition to further demonstrating their mission of being a technology-driven organization. As the year continues to unfold, it will be interesting to see how not only these advancements truly impact customers, but if there are more innovations launched and how SSA continues to publicize them as customer service achievements.

To view the published announcement from SSA, click here.