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Social Security: Need to Improve Postentitlement Service to the Public

HRD-93-21 Published: May 07, 1993. Publicly Released: Jun 08, 1993.
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Highlights

Pursuant to a congressional request, GAO determined the amount of time it takes the Social Security Administration (SSA) to process requests for services from social security beneficiaries, which include replacing lost or stolen checks, converting spouses to survivors' status, and making address changes to checks.

Recommendations

Recommendations for Executive Action

Agency Affected Recommendation Status
Social Security Administration In an effort to improve the timeliness of the replacement of lost or stolen benefit checks, the Acting Commissioner of Social Security should modify the present policy of waiting until mid-month before SSA acts on a beneficiary's claim of the nonreceipt of a current month's benefit check. SSA should submit these nonreceipt claims to Treasury as soon as feasible.
Closed – Implemented
SSA implemented a change in the Title II nonreceipt process on October 26, 1993. Current month nonreceipt claims are forwarded to Treasury on the day accepted by SSA--no earlier than 3 days after the payment date--unless the beneficiary had a double check negation within the past 2 years.
Social Security Administration In an effort to improve the timeliness of awarding survivors' benefits to spouses of deceased beneficiaries, the Acting Commissioner of Social Security should provide all currently entitled spouses having dual entitlement and eligible for reduced survivor benefits election forms as soon as possible in order to receive reduced survivor benefits.
Closed – Implemented
Beginning October 1994, SSA field offices and teleservice centers will begin mailing election forms to spouses when reports of death are received by telephone. SSA recently revised the form previously used. As of late August 1994, SSA sent disseminated form format (teleservice centers will mass produce forms for field offices) and instructions to implement the change in procedures.

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Topics

BeneficiariesCheck disbursement or controlClaims processingDependentsEligibility determinationsEmployee survivors benefitsEntitlementsPaymentsSocial security benefitsWidowed personsSocial security beneficiaries