This week I talked directly with William A. Halter, deputy commissioner of the Social Security Administration, to find out how technology is affecting his agency. I was excited to find a success story we all can applaud.
The Social Security Administration has always been a pioneer in technology. This agency launched an early government Web site back in 1994 that attracted 26,000 visitors its first year. Mr. Halter is proud of the fact that the Social Security Administration has now embraced the Internet world with its Social Security Online. This new Web tool is benefiting the agency itself, the individual Web site users, and all taxpayers. In our telephone interview, Mr. Halter was quick to point out cost efficiency was an important result of the online efforts of his agency. A specific example of cost-saving benefits from Social Security Online is the replacement of lost Medicare cards. Over 750,000 people lose their cards each year. The traditional replacement method costs $4.50 per card compared to pennies per card using an online method.
I was impressed with Mr. Halter's energy, enthusiasm, and goals. He is not satisfied with his Social Security Administration's record in cost savings; he is also promising improved customer service to one in six Americans who are social security recipients. Recognizing the early success of teaming Social Security with the World Wide Web, his agency has set the ambitious goal of making the Social Security Administration and its 1300 field offices the best providers within the government.
Customer service for the Social Security Administration generates staggering statistics. More than 70 million calls are received annually by the Social Security Administration on its toll free number, and over 600 million checks are distributed each year. The Web site already attracts sixteen million unique visitors per year. In March an electronic newsletter (http://www.ssa.gov/enews) was launched, and each month breaking news is distributed to over 100,000 subscribers. This newsletter will keep the average Social Security Administration user better informed and will play a major role in allowing the SSA to connect with its users in an efficient cost-effective manner. The SSA has recently added a retirement planner to its Web site. Mr. Halter reports the SSA plans to keep a watchful eye on security issues as it adds more useful services to its Web site. As the online approach is expanded, it will, no doubt, make dealing with the SSA quicker and easier. Mr. Halter and the SSA may soon have us applauding non-stop.
