# Presentation: 114208

## effective eServicesat SSA

- Social Security Administration
- Office of Electronic Services
- 09/19/2006

## Why Invest in E-Gov?

- Internal and external studies agree that we are facing a spike in workloads, the loss of experienced employees, and tighter budgets.
- E-Gov has untapped potential to help address our service-delivery challenges.

## Customer Demographics

- Seniors are the fastest-growing online audience segment... This online audience will nearly double by 2010 reaching 20.1 million seniors. -- JupiterResearch, 2005.
- Visitors to SocialSecurity.gov, like Internet users in general, visit SSA’s website looking for online services.  After the homepage, the second most visited page in the first quarter of the FY06 was “What You Can Do Online”. – Nielsen//NetRatings, Q1 2006

**11.5**

**20.1**

**Online senior population**

## Electronic Services factoids

- Projected in FY 2006...
- SocialSecurity.gov		52 million visits
- FAQs 				29 million viewed
- Email inquiries		650,000 received

## Steady growth of electronic transactions

**Volume of Successful Electronic Initial Claims and Post-Entitlement Transactions:****Government to Citizen**

**300,000**

**550,000**

**1,700,000**

**2,200,000**

- Percentages of universe

## Speech-Enabled eServices Government to Citizen

- Currently, speech-enabled **e****Services** represent over half of all SSA electronic transactions

- Percentage represents top eServices most reported to SSA executives.
- eServices Performance Measure reported to OMB

## Government to Citizen17 distinct G2C eServicesNo fee charged for any service

**Internet Social Security Statement **
**Field Office Locator **
**SSA Benefit Planner **
**Benefit Eligibility Screening Tool - BEST**
**Retirement, Spouse, Disability Application (ISBA)**
**Disability Report - i3368**
**Disability Report - i3368PRO  Professional for 3rd Parties**

**i3441- Appeal**
**i3820 - Disability Report for Child**
**Proof of Income Letter **
**Check Your Benefits**
**Change Of Address **
**Medicare Replacement Card  **
**Medicare i1020 Subsidy Application**
**Replacement 1099/1042S**
**Direct Deposit**

## Government to BusinessBusiness Services Online (BSO )– G2B eServices

**Wage Reporting**
- W-2 Online allows small businesses to create their W-2s at SSA’s website for free.  Use of this service is growing.  Will reduce the 40 million paper W-2s we now receive from 4 million employers.
- Electronic W-2 Receipts:  67% (2005); 72% (2006); 80% goal (2007)
**Social Security Number Verification Service (SSNVS)**
- allows employers to verify if their employee’s name and SSN match our records
- 2006 usage:  15 million+ verified SSN/Name combinations, 700,000+ submissions

## Government to Government Information Exchange  - G2G eServices

- SSA has electronic access to data in 119 state agencies via SSA Access to State Records Online (SASRO) connections:
- 39 human service agencies
- 6 vital records agencies  - 3 Internet connections
- 62 unemployment agencies – 31 Internet connections via IBIQ
- 12 workers’ compensation agencies – 4 Internet connections
- SSA provides 184 state agencies (human services, departments of labor, unemployment, education, vocational rehabilitation, law enforcement, etc.) with selected data via batch transmissions.
- SSA provides online access to selected data via State Online Query (SOLQ) to an additional 22 agencies – 2 Internet connections.
- As of September 2005, SSA had awarded 22 contracts to States or local jurisdictions to develop EDR systems.

## Customer Satisfaction

**American Customer Satisfaction Index (ASCI) **is a uniform and independent measure of household consumption experience.
- ACSI tracks trends in customer satisfaction and provides valuable benchmarking insights of the consumer economy for companies, industry trade associations, and about 100 federal government  websites.
- ACSI measurements for website satisfaction are based on questions that address six elements:

| Content
Functionality
Look and Feel | Navigation
Search
Site Performance |
| --- | --- |

- ACSI online surveys provide real-time results which allows SSA to quickly gauge effectiveness of changes in the Website as rated by the public
- Seven active ACSI surveys on SSA Web site/On-Line Applications

## Customer SatisfactionACSI Update

- Federal American Customer Satisfaction Index (ACSI) Scores for Applications (2nd qtr 2006)
- ISBA – 88 (highest overall score in any category)
- i1020 – 87 (second highest overall score)
- Business Services Online – 83 (3rd in the E-Commerce category)
- SSA’s average ACSI Score is 79.6, the highest among agencies running multiple surveys and 5 points above the overall Federal average
- On-Line Apps Score Higher than Info Site

## 
To the maximum degree possible over the next 5 years, help to offset the estimated large and growing work-year “gap” between estimated work power needed to handle projected workloads and work power that is expected to be available, by-

Expanding the options for, and usage of, electronic services on the Internet and telephone, while-
Accommodating changing public preferences 
Providing excellent service to all our clients
Spending dollars wisely & efficiently
Protecting the public’s security & privacy
Maintaining and facilitating program accuracy

- To the maximum degree possible over the next 5 years, help to offset the estimated large and growing work-year “gap” between estimated work power _*needed*_ to handle projected workloads and work power that is expected to be _*available*_*, ****by-***
**Expanding the options for, and usage of, electronic services on the Internet and telephone, **while-
- Accommodating changing public preferences
- Providing excellent service to all our clients
- Spending dollars wisely & efficiently
- Protecting the public’s security & privacy
- Maintaining and facilitating program accuracy

** ****E-Gov Strategy Foundation**** **

## Internal FLAG Survey results: Top 3 perceived reasons why eServices are not encouraged by SSA field staff

## FLAG Survey results: What must SSA do toincrease use of eServices?”

*“**Increase public awareness”*   (994 responses)
*“**Improve existing services”*   (801 responses)
*“**Provide better customer support”*   (720 responses)

## ASCI: Top Methods of learning about www.SocialSecurity.gov 

**ASCI: How did you hear about www.ssa.gov?**

- ACSI Data: SSA Main- Content + Search (Feb 2006, Question #8)

- 58% of the respondents learned of SSA from non-official SSA communications (i.e. search engines, word-of-mouth, assumed that there was a SSA website, or other).

*****

## eServices Analytics Summary

- What story does analytical data tell in the eServices context?
- Where are the key problem areas as indicated by analytics?
- Who are the stakeholders that need to be notified regarding the issues?
- How to make recommendations for improvement?

## Analytical Data at SSA

- WebTrends (hits, page views, audience)
- Nielsen//NetRatings (audience, demographics)
- ACSI Customer Satisfaction
- Web Quality/Integrity Monitoring
- Third Party Reports - PEW, Jupiter Research, Gartner, Forrester (trends)
- Management Information (success/failures)

## Analytical Data -- Next Steps

- Upgrading WebTrends to Enterprise version.
- Turning WebTrends session cookies to find specific points where audience is having problems, so that action can be taken for improvement.
- Improving Website Quality/Monitoring to better involve SSA’s 100 Web Managers
- Normalizing data from disparate systems to allow for a more automated way to correlate data points.  Five-month project.

## 
Strategy and Programs		Governance &  Analytics
Renee.Trujillo@ssa.gov		Gilbert.Guillen@ssa.gov

WebTrends & History		ACSI & 3rd Party Trending
Bruce.W.Carter@ssa.gov		Tim.Evans@ssa.gov

Public Insight & Marketing		Training & Project Life Cycle
Bill.Dixon@ssa.gov			Gerard.Hart@ssa.gov

- Strategy and Programs		Governance &  Analytics
- _[Renee.Trujillo@ssa.gov](mailto:Renee.Trujillo@ssa.gov)_		_[Gilbert.Guillen@ssa.gov](mailto:Gilbert.Guillen@ssa.gov)_
- WebTrends & History		ACSI & 3rd Party Trending
- _[Bruce.W.Carter@ssa.gov](mailto:Bruce.W.Carter@ssa.gov)_		_[Tim.Evans@ssa.gov](mailto:Tim.Evans@ssa.gov)_
- Public Insight & Marketing		Training & Project Life Cycle
- _[Bill.Dixon@ssa.gov](mailto:Bill.Dixon@ssa.gov)_			_[Gerard.Hart@ssa.gov](mailto:Gerard.Hart@ssa.gov)_

**eServices Questions**