Why this visit matters
The Social Security Administration (SSA) plays an important role in the lives of Americans. The agency pays retirement, disability, and survivor benefits to more than 72 million Americans and oversees records related to more than 330 million Social Security numbers. Whatever change SSA makes affects a tremendous number of families that count on these funds for day-to-day living.
Last month, SSA Commissioner Frank Bisignano visited the Wichita, Kansas, field office to talk about his vision for the agency’s future. His message was simple: move past paper checks, increase online accounts, and modernize the way people interact with the SSA.
A push for modernization
Bisignano explained that the goal is to make things easier for both SSA employees and the public. “I’m interested in improving the experience for people who work in the office, also giving them the best tools and the easiest way to interact with the public,” he told The Wichita Eagle.
He also highlighted how to increase both worker satisfaction and customer satisfaction. For him, SSA must “meet people where they want to be met,” whether online, by phone, or face-to-face at an office in the field.
Ending paper checks
One of the biggest changes in the future is the end of paper checks. Starting September 30, SSA will not issue federal payments by paper check. Current recipients will have to switch to direct deposit or the Direct Express prepaid debit card, unless they qualify for a waiver.
This change is part of President Donald Trump’s order to modernize. The agency hopes electronic payments will save money, reduce waiting, and add security. Some older adults worry about the transition, however, especially those who are less comfortable with online banking.
Opening up online accounts
Currently, SSA has around 75 million online accounts. Bisignano would like to drive that up to 200 million by the year 2026. These accounts enable beneficiaries to monitor benefits, change information, and receive answers without waiting in line at an office near them.
While field offices will continue to be open for business, the SSA expects more people to do their business online. This shift can potentially reduce wait times in offices and on the SSA’s national phone line.
Concerns about fraud
Not all are happy about accessing the web. Some believe fraud attempts may increase as more seniors are compelled to access websites. Kevin Thompson, president of 9i Capital Group, said, “I truly believe that fraud will increase in leaps and bounds. Most people are not ready to share these details through websites, but by making this adoption mandatory mistakes and fraud will definitely follow.”
This highlights the need for stronger cybersecurity and better education of seniors about how to safeguard their personal information.
Leadership shifts
The SSA is shifting its leadership as well to align with this new course. The agency made several senior-level hires recently, including:
- Chad Poist chief of staff and chief risk officer
- Karen Glenn chief actuary
- Nicholas Perrine chief communications officer
- Jay Ortis acting chief of disability adjudication
- Andy Sriubas as head of field operations
These actions are meant to put management on the same level as frontline services and push forward the modernization agenda.
Financial future still uncertain
Even Read with these changes, worries remain regarding the long-term health of Social Security. According to the Social Security Trustees, the Old-Age, Survivors, and Disability Insurance (OASDI) Trust Fund is projected to be depleted between 2033 and 2035. Beneficiaries will get less than about 80 percent of their benefits unless Congress moves.
Reactions to Bisignano’s proposals are mixed. Supporters say that shorter wait times and faster online services are proof positive of progress. Critics, including Senator Elizabeth Warren, say SSA has not been sufficiently transparent about its progress and that more oversight is needed.
Financial experts say that moving more services online can be cost-saving in the long run but are warning that older individuals with few computer skills are likely to struggle.
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What happens next
The SSA is already preparing for the September 30 deadline to be fully phasing out paper checks. They are making an effort to transition beneficiaries to electronic payments.
The secret for Bisignano is how to modernize without being inaccessible. Technology can maybe make things efficient, but the real test will lie in whether the elderly and vulnerable will not be left behind.
