The Social Security Administration (SSA) receives electronic data from other agencies to support its own programs, and provides electronic data to support more than 800 state and federal agency partners. This information aids in, among other things, the processing and distribution of beneficiary payments and the delivery of services such as driver's license issuance and voter registration. SSA relies on its information technology (IT) infrastructure--its databases, applications, networks, and IT management practices--to support its current and future needs for exchanging data with its state and federal partners. GAO was asked to (1) determine the extent to which SSA's IT infrastructure effectively and efficiently supports current data exchanges, and any system-related problems affecting its exchange partners; and (2) describe SSA's efforts to ensure that its IT infrastructure can support the agency's and its partners' future data exchange environment. To do this, GAO analyzed agency documentation and interviewed SSA officials, as well as federal and state data exchange partners.

Systems-related problems that affect SSA's ability to support outgoing data exchange programs have been few, and the agency has established effective procedures and mechanisms for addressing the problems that do occur. In this regard, SSA provides help-desk and on-site support to data exchange partners to help prevent or resolve problems, and uses procedures supported by a problem-identification and tracking system to facilitate problem resolution. State and federal partners with whom GAO held discussions stated that these efforts resulted in quick responses from SSA and effective resolution of problems that occurred. For example, a system that provides information for two data exchange programs that support driver's license issuance and voter registration in all 50 states was reported to have had almost 100 percent availability during the hours specified in the agreements governing these data exchanges. Further, all of the data exchange partners with whom GAO held discussions reported that the data that SSA provided were reliable. As a result, these partners stated that their ability to conduct business operations that depend on SSA data was not adversely affected by systems-related problems associated with SSA's IT infrastructure. SSA and its partners anticipate that the number of requests for outgoing data exchanges will continue to increase and that the exchanges will become more complex as agencies request that these exchanges take place through online, real-time transactions. However, SSA officials stated that the agency's existing IT infrastructure may not be able to support the increased demand that they and their partners anticipate. To address overall agency needs for a more cost-effective and efficient computing environment, the agency is taking steps to modernize its computing capabilities and supporting infrastructure. For example, the agency is in the process of implementing an updated database environment and upgrading its software applications--steps that are intended to enable expanded and more efficient IT service delivery, including the electronic exchange of data. However, the agency has not fully implemented IT management practices specifically related to its outgoing data exchange environment, such as conducting thorough analyses to project the expected increase in requests for data and online access. Conducting these analyses and using this information as input to the agency's target architecture (i.e., a formal description of the agency's future environment) are important practices to clearly define future requirements to guide the direction of the agency's data exchange programs. Implementing these management practices is essential to ensuring that the agency is well positioned to meet the growing needs of its data exchange partners.

Status Legend:

Status will change from "In process" to "Open," "Closed - implemented," or "Closed - not implemented" based on our follow up work.

• In Process
• Open
• Closed - implemented
• Closed - not implemented

Recommendations for Executive Action

Recommendation: To help ensure that SSA's IT infrastructure effectively supports the anticipated increase in demand for electronic data exchange services, the Commissioner of Social Security should direct the Associate Commissioner, Office of Earnings, Enumeration and Administrative Systems to conduct detailed analyses to determine workload projections and define requirements for effectively and efficiently delivering data exchange services to the agency's partners in the future.

Agency Affected: Social Security Administration

Status: Open

Comments: In commenting on our report, the Commissioner of Social Security agreed with this reccommendation and stated that they will conduct detailed analyses to determine workload projections and define requirements for effectively and efficiently delivering data exchange services to their partners in the future, as funding is available. In July 2011, SSA told us that this recommendation had not been implemented. They stated that approximately 20 proposals for addressing shortcomings in the information exchange and SSN verification processes had been made, including a complete redesign of the software used for SSN and benefit verifications. They also stated that two requests for special expense funding for this initiative had been made. However, none of the proposals or funding requests was approved. Consequently, according to SSA officials, little if any headway has been made toward the comprehensive assessment and subsequent improvement of information exchange and verifications systems. Therefore, this recommendation will remain open.

Recommendation: To help ensure that SSA's IT infrastructure effectively supports the anticipated increase in demand for electronic data exchange services, the Commissioner of Social Security should direct the Associate Commissioner, Office of Earnings, Enumeration and Administrative Systems to use the results of these analyses to update the agency's target architecture to address business and technical requirements of a future data exchange environment.

Agency Affected: Social Security Administration

Status: Open

Comments: In commenting on our report, the Commissioner of Social Security agreed with this recommendation and stated that the agency will use the results of any analyses of workload projections to update their target architecture, ensuring that it addresses business and technical requirements of a future data exchange environment, as funds become available. However, in July 2011, SSA told us that little if any headway had been made on this recommendation or on any efforts to improve the agency's information exchange environment. Therefore, this recommendation will remain open.