Washington, DC – In a report released today, the Board encourages Social Security to evaluate the quality and accessibility of its services across an array of socioeconomic, regional, and other population characteristics. The paper focuses on how Social Security can implement three current federal initiatives – customer experience, evidence-based decision-making, and service to underserved populations – that inform agency decisions. The Board emphasizes the importance of analyzing disparities in Social Security service delivery and researching how changes to service delivery impact the public more broadly.
This paper continues the Board’s research portfolio examining Social Security’s service to the public. The series began when the Board published a June 2020 paper on Social Security’s decisions to close local field offices. The Board conducted a May 2021 roundtable on COVID-19 service delivery and evidence on underserved populations. Last May, the Board hosted researchers who spoke about evaluating equitable access to Social Security and Supplemental Security Income.
The Board will continue to provide its independent and bipartisan perspectives on the service initiatives under consideration by Social Security.
The Board’s mission is to advise the President, Congress, and Commissioner of Social Security on the Social Security and Supplemental Security Income programs. The Board is comprised of Presidential and Congressional appointees with professional staff.