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Using Evidence to Improve Service Equity

September 27, 2022

In this report, 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 analyses that address disparities in Social Security and research on how changes to service delivery impact the public more broadly.

This report is the second paper in 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.