Electronic Disability Claims Processing: SSA Is Proceeding with Its Accelerated Systems Initiative but Needs to Address Operational Issues

SSA reported that it has implemented the system in all 50 DDSs and has certified all state DDSs as ready to use the system's electronic claims folders as the official claims record. In FY 2008, the agency stated that it had addressed issues concerning its electronic disability system's electronic forms and had provided the state Disability Determination Services (DDS) with the necessary software capabilities to fully process initial claims in the electronic processing environment. Concerning its monitors, SSA stated that it has provided all disability examiners and medical consultants with dual monitors as well as many other personnel involved in case processing related activities in order to allow employees to view two electronic files simultaneously and improve case processing times. However, the agency has not provided evidence that corroborates their statements. Specifically, SSA has not provided a documented strategy that articulates milestones, resources, and priorities for resolving problems with the electronic disability system's operations.

In fiscal year 2008, SSA reported that state Disability Determination Services (DDS) had developed continuity of operations plans for short-term work disruptions of up to 8 hours. However, the agency could not provide documented evidence that it had ensured the completion and implementation of these plans or that the DDS' planning efforts complemented SSA's contingency plans. In the absence of continuity of operations plans, SSA will lack assurance that it is positioned to successfully sustain the essential delivery of disability benefits during unforeseen circumstances.