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Roundtable: Social Security’s Public Service

May 20, 2021


On Thursday afternoon, May 20, the Board hosted a roundtable examining Social Security’s service to the public.

Presentations and panel discussions aimed to:

  • Share research on how the COVID-19 pandemic is affecting Social Security and the people who access its services
  • Identify underserved populations and relevant research questions for inclusion in Social Security’s learning agenda
  • Demonstrate how Social Security can use customer experience data to improve public service

Roundtable on Social Security’s Public Service

Panel 1: Understanding the COVID-19 Landscape
  • Stephen C. Goss, Chief Actuary, Social Security Administration (SSA)
  • Elizabeth H. Curda, Director, Education, Workforce, and Income Security Team, Government Accountability Office (GAO)
  • Sarah S. Stith, PhD, Assistant Professor, University of New Mexico
  • Bob Joondeph, Member, Social Security Advisory Board (moderator)
Panel 2: Developing Evidence on Underserved Populations
  • Amira C. Boland, Lead, Federal Customer Experience, Office of Management and Budget (OMB)
  • Kristen Dama, Managing Attorney, SSI and Medical-Legal Partnership, Community Legal Services of Philadelphia
  • Kate Lang, Senior Counsel, Justice in Aging
  • Bethany Lilly, Director, Income Policy, The Arc
  • L. Scott Muller, former Senior Economist, SSA (retired)
  • Jody Schimmel Hyde, PhD, Deputy Director, Mathematica Center for Studying Disability Policy
  • Purvi Sevak, PhD, Principal Researcher, Mathematica
  • Nancy Y. Wong, PhD, Kohl’s Chair in Retail Innovation and Professor, University of Wisconsin – Madison
  • Erica H. Zielewski, Senior Evidence Analyst, OMB
  • David Lescarini, President, National Council of Social Security Management Associations (NCSSMA); Field Office Manager, McMinnville, Tennessee, SSA (technical expert)
  • Peggy Murphy, Immediate Past President, NCSSMA; Field Office Manager, Great Falls, Montana, SSA (technical expert)
  • Kim Hildred, Chair, Social Security Advisory Board (moderator)
Discussant Remarks

Jagadeesh Gokhale, Member, Social Security Advisory Board

This session is part of a series of work by the Board on the quality and accessibility of Social Security’s service to the public. To view the other work in this series, visit the Series Preface page.