For customers who need or want more help, SSA's Internet service and toll free number are integrated. Customers needing assistance while on-line can request help from an available employee to complete the transaction. But technology has not replaced employees or the in-person service that only they can provide. Technology provides the tools for employees in local community offices to serve those customers who require or prefer more personal service. Most importantly, it allows SSA to provide the same high level of service to all customers no matter whether they choose to conduct business with SSA in person, over the telephone, or through other electronic means.
Work is accomplished through virtually paperless processes.
Both policies and processes have been adapted to make the most effective use of technology and the most efficient use of Agency human resources. Records are moved and transactions are completed electronically. Electronic verification of most evidence eliminates the need for employees to handle documents and greatly reduces processing time. SSA's basic facility infrastructure remains intact in terms of approximate numbers, but the nature and mix of work performed in each facility are changed significantly. All SSA direct service facilities offer a full range of services to the public.