For over six years, ITC has successfully supported SSA under the ITSSC and more recently as prime under the SSA SBITSS BPA. The eServices and Automation Support program falls under the latter.
ITC provides resources to support the Office of Electronic Services and Technology (OEST) activities and projects related to the development and implementation of new technologies, software applications, infrastructure needs, and automation solutions to support operational workloads and front-line employees of the Social Security Administration (SSA). Current projects in this program include:
- IT Modernization (IT Mod) – Improves data standardization by incorporating global reference tables and new data elements. In addition, IT Mod reduces data discrepancies by providing enhanced business logic.
- IT Mod – NUMIDENT – In support of IT Modernization, the Numerical Identification Master Database (NUMIDENT) has developed into a modern web-based query designed to increase user-friendliness and maximize the use of plain language descriptors, dropdowns, and other easy-to-understand language. The NUMIDENT Query has integrated into Person Information (PI) for querying NUMIDENT data.
- IT Mod – Person Information (PI) – This data modernization initiative will move towards an enterprise-level, authoritative data source for client-related information while eliminating the redundancy and inconsistency in the collection and storage of this data. A single trusted source will replace disparate applications for data collection and local application data storage for data display and collection.
- Business Architecture – This initiative researches and analyzes business events and corresponding business processes and tasks to capture the Business Architecture for OEST. This information is used to identify overlaps and gaps to drive application development via Business Capability Mapping, Planning Domain Models, and Value Stream Analysis. This work has the potential for positive impacts to IT Mod, Enterprise Architecture, and eventually Pega Business Process Modeling System (BPMS) implementation.
- Pega – is a proof of concept (PoC) project that will determine whether Pega BPMS (Business Process Management System) is compatible with SSA Systems and will provide an understanding of the effect on SSA’s people, processes, and technology.
- iAppeals – This is a service that allows claimants to appeal SSA decisions, determinations, and judgements on-line while enabling claimants to attach and submit documents electronically to support their appeals.
- Registration Appointment and Services for Representatives (RASR) – is an application used internally at SSA to assist with collecting, documenting, and storing Appointed Representative (AR) information, shared in real-time with downstream systems to help ensure proper payments.
- Electronic Representative Payee System (eRPS) – is an online application that records and retrieves both initial and post entitlement (PE) inputs and queries for both title II and title XVI individual and organizational representative payees and the beneficiaries/recipients they represent
- Rep Payee Legislation – Strengthening Protections for Social Security Beneficiaries Act HR4547.
- Social Security Number Application (SSNAP) – is used by frontline personnel to enter a request for a social security card.
- Enumeration Archive Retrieval System (EARS) – is Enumerations Application Retrieval Screen. It is an application available through SSNAP that allows frontline personnel to bring back information from the SS-5 as well as supporting documentation for applications for social security cards. It can retrieve information in real-time, entered within the last 45 days, or it will run in batch for older SS-5/evidence.
- mySSA – my Social Security is a convenient, safe online option for anyone interested in his or her Social Security records or who needs to conduct business with the agency.
- Video Service Delivery (VSD) – helps reduce the DHU hearings backlog, balance workloads, and wait times in SSA’s busier field offices. VSD allows individuals living in remote areas to experience virtual, face-to-face interaction with a customer service representative through live-streaming video. VSD also supports Video Remote Interpreting (VRI), which is a service that allows Deaf and Hard of Hearing (DHOH) customers to interact with an SSA employee using a third party vendor to provide real-time American Sign Language interpreting services.
- Flexible Video (FV) – is an alternative means of providing service to customers using video, but using more flexible and less expensive equipment. FV uses a SDS laptop with a webcam and Microsoft Skype video. At this time, SSA primarily uses FV to conduct hearings, but the uses are expanding and pilots are under way to explore further options.
- Self Help PC (SHPC) – is one of the Social Security Express suite of services. They are computer workstations placed in field offices, allowing customers to conduct business in a self-serve mode, with an SSA employee available for assistance. The SHPC’s are imaged with the SSA Express “big button” image, which is a set of shortcuts to our online services. Customers use the SHPC as a pass-through to their MySSA account, linking directly to the service the customer needs to complete. Click to Chat and Click to Callback are some of the available additional support options available for customers using SHPC.
- Customer Engagement Tools – Click to Chat, Click to Callback, Universal Customer Support, and Customer View– provide the public with flexible self-service delivery options, allowing them to interact with the agency online. As a feature in Dynamic help, Click to Callback allows the customer to set a timeframe to receive a call back from a SSA technician about their issue(s). Click to Chat provides my Social Security users with a way to engage in real-time live chats with SSA technicians to resolve issues with a user’s record, answer benefit inquiries, or resolve navigation issues. Universal Customer Support is the current tool used to manage the chat workload. The Customer View will provide the technicians with a 360-degree view of the mySSA customers.
- Desktop Faxing – is a multi-phase proof of concept (POC) that will enable SSA employees to send and receive faxes to/from their desktop via Microsoft Outlook and Exchange even when teleworking.
- myBEC – Benefit Entitlement Center (BEC) is a centralized, intuitive self-service solution providing services and tools that allow customers to easily find available services for planning, preparing, filing, appealing and managing benefits. Services include an enhanced online Statement, retirement estimation tools, and the retirement application in one authenticated session.
- Enhanced Leads and Appointment System (eLAS) – is used by the National 800 Number Network (N8NN), Workload Support Unit (WSU), and field office (FO) personnel to schedule appointments for claims and referrals with local servicing FOs. SSA employees may also use the system to answer public inquiries about scheduled appointments or to make changes to the appointments. The system will provide the following functionality: create an initial claim (IC) lead or a post-entitlement (PE) event referral, establish protective filing, schedule/reschedule/cancel an appointment, generate notices, manage workloads associated with an IC lead or PE event and provide data to other applications.
- Internet Social Security Replacement Card (iSSNRC) – Adults with a my Social Security account, who meet certain criteria, may apply for the card through the Internet Social Security Number Replacement Card (iSSNRC) online application.
- myWageReport (myWR) – is SSA’s response to Section 826 of the Bipartisan Budget Act of 2015, which required the implementation of a system that would allow SSDI beneficiaries and representatives to report wages electronically and issue a receipt. The goal of myWR is to reduce the occurrence of improper payments and provide a consistent and uniform way for individuals to report wages and work activity.
- Model Field Office (FO) – tests new workflows and emerging technology and it expands on current technology to facilitate optimal interaction between SSA customers and SSA services. This encompasses face-to-face, remote, or self-service. The objective of the Model FO is to provide a test environment to improve current field office business processes, develop self-service options, and meet customer needs as efficiently as possible. The strategy is to expand any successful ideas to other field offices across the country.
- Infrastructure Projects – currently include Printer Refreshment, Software Management, Windows 10 Upgrade, Mobile Refreshment, and Cooperative Disability Investigations (CDI) Units. Other projects are added to the workloads, as needed.
Our team understands the importance of enabling all Social Security Administration personnel to effectively perform their jobs and benefit from new IT innovations, regardless of their needs or apparent disabilities. We accomplish this by fully integrating accessibility assessments into our engineering, procurement, and IT support services while maintaining an uncompromising focus on quality and cost-effectiveness of the deployed systems, applications, and services.
ITC brings deep SSA domain knowledge, trusted relationships, and an integrated management capability built on proven processes supported by an experienced management team accountable for performance. We have provided support to the eServices and Automation Support program since September 5, 2014. This program has grown from 8 to 17 ITC employees and sub-contractors since its start. In addition, ITC has consistently received an average rating of excellent for each criteria rated, on every CPAR, since the start of the program. ITC thanks everyone who contributed for making this possible!