Social Security Administration:

Many Letters Difficult to Understand

T-HEHS-94-126: Published: Mar 22, 1994. Publicly Released: Mar 22, 1994.

Additional Materials:

Contact:

Office of Public Affairs
(202) 512-4800
youngc1@gao.gov

Pursuant to a congressional request, GAO discussed the clarity of the Social Security Administration's (SSA) written correspondence, focusing on whether SSA correspondence: (1) is generally understood by the public; and (2) adequately explains the basis for SSA decisions. GAO noted that: (1) SSA correspondence letters are computer generated; (2) SSA has had longstanding problems communicating the basis for its eligibility determinations and benefit adjustments; (3) although SSA recently implemented actions to revise its communication standards, many letters continue to be difficult to understand; (4) SSA communication standards do not address problems such as the lack of details to support SSA decisions or the illogical order of information; and (5) SSA needs to establish overall communication objectives, identify customer preferences, and measure its progress toward achieving such objectives.

Sep 22, 2016

Sep 15, 2016

Aug 15, 2016

Aug 1, 2016

Jun 20, 2016

Jun 13, 2016

May 25, 2016

Apr 14, 2016

Mar 10, 2016

Looking for more? Browse all our products here