Social Security Administration: SSA Needs to Act Now to Assure World-Class Service

GAO discussed the management of the Social Security Administration (SSA), focusing on actions that SSA should take to provide high-quality service to its beneficiaries. GAO noted that: (1) over the next 10 to 20 years, increasing numbers of claims from the baby boom generation will cause SSA workloads to significantly increase; (2) SSA needs to take several actions to improve its long-range planning process and develop a service delivery plan to explain how and where SSA will provide service in the future; (3) SSA needs to design and implement modernized computer systems; (4) SSA needs a well-trained workforce and positive work environment to handle current and future workloads; and (5) SSA needs to appoint a single manager responsible for all aspects of debt management.