(1) IN GENERAL.—Upon the date of enactment 
of this Act, the Commissioner of Social Security 
shall ensure that individuals seeking services, sub-
mitting information, or applying for benefits under 
titles II or XVI of the Social Security Act are pro-
vided with the option of applying for such benefits 
or submitting information related to receiving such 
services or benefits to the Social Security Adminis-
tration are able to seek services, submit information, 
or apply for such benefits through each of the fol-
lowing service channel options: 
(A) TELEPHONE ACCESS.—A toll-free tele-
phone service for direct assistance with inquir-
ies, claims, and appeals related to the receipt of 
such services or benefits, including the ability to 
speak with a representative during standard 
business hours. 
(B) ONLINE
ACCESS.—An internet-based 
portal to submit and track claims for such serv-
ices or benefits, make inquiries, and receive up-
dates on such claims and inquiries. 
(C) IN-PERSON ACCESS.—In-person assist-
ance at Social Security Administration field of-
fices. 
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(2) TELEPHONE SERVICE REQUIREMENTS.—In 
providing the telephone service required by para-
graph (1)(A), the Commissioner shall ensure that 
the telephone service— 
(A) is available in English, Spanish, and 
such other languages to meet the needs of the 
populations served, as determined by the Com-
missioner; 
(B) is made available to individuals in all 
geographic areas of the United States; and 
(C) has in place the appropriate safe-
guards to ensure the security and identity of in-
dividuals using such telephone service. 
(3) TELEPHONE ACCESS FOR MAJOR ACCOUNT 
CHANGES.—Notwithstanding 
any 
subregulatory 
change or guidance issued by the Commissioner of 
Social Security, the Commissioner shall ensure that 
individuals are permitted to complete the following 
through the telephone service described in subsection 
(a)(1)(A): 
(A) COMPLETE APPLICATION FOR SOCIAL 
SECURITY
BENEFITS.—Initiate and complete 
applications for any benefit under title II or 
title XVI of the Social Security Act. 
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(B) DIRECT DEPOSIT CHANGES REQUIRE-
MENT.—Request and verify changes to direct 
deposit information. 
(b) REPORTS.— 
(1) INITIAL REPORT.—Not later than 1 year 
after the date of enactment of this Act, the Comp-
troller General of the United States shall submit to 
Congress a report on the Social Security Adminis-
tration’s implementation of the requirements under 
subsection (a), including— 
(A) the effectiveness of each service chan-
nel described in subsection (a)(1) in meeting 
the customer service and benefit access needs of 
individuals; 
(B) difficulties or barriers encountered by 
individuals in accessing the telephone service 
described in subsection (a)(1)(A); 
(C) security measures taken by the Admin-
istration to protect the personal information of 
individuals using such telephone service; and 
(D) recommendations for improving the 
implementation of the requirements under sub-
section (a). 
(2) ANNUAL REPORT.—Not later than 1 year 
after the report described in subparagraph (A) is 
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submitted to Congress, and annually thereafter, the 
Commissioner shall submit to Congress a report 
on— 
(A) the number of individuals assisted 
through each service channel; 
(B) the number of individuals who have 
used the telephone service described in sub-
section (a)(1)(A) for applications and major ac-
count changes; 
(C) the average wait time for an individual 
to be assisted through such telephone service; 
(D) the security measures in place to pro-
tect the personal information of individuals 
when using such telephone service; 
(E) any reported difficulties or barriers en-
countered by individuals in accessing such tele-
phone service; 
(F) plans for improving such telephone 
service, if necessary; 
(G) the effectiveness of each service chan-
nel option in meeting the customer service and 
benefit access needs of individuals; and 
(H) any additional measures taken to im-
prove the accessibility or delivery of services. 
Æ 
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