Following the Trump Administration’s election to office in January, the Social Security Administration (SSA) has become a talking point, and even a concern for many. This is occurring due to the numerous changes and updates that have been announced at the agency throughout the course of the year thus far. While on paper some of these updates are meant to be in pursuit of enhanced service delivery for beneficiaries, many people including advocates and former SSA officials worry that recipients may see delays or interruptions with their benefits.
The issue of staffing at the agency has become a point of contention in particular. In February, the SSA announced that it plans to reduce its workforce by twelve percent over the course of the fiscal year. This would bring staffing down from 57,000 to around 50,000. Fears from advocates and beneficiaries were further worsened by the Department of Government Efficiency’s presence at the agency, and the former SSA Commissioner Martin O’Malley also recently spoke out, criticizing the staff cuts at the agency.
Despite having the lowest staff on record in around five decades, there have been multiple press releases from the SSA outlining its improvements and milestones with regards to customer service. These milestones appear to have been achieved through the use of improved technology and automation, all of which aligns with SSA Commissioner Frank Bisignano’s mission to make the agency a “digital first organization”.
As such, the latest press release from the SSA has revealed that a restructuring of operations will be enacted at the agency, as well as the formation of an “executive leadership team”. Here is what you need to know.
Restructuring at the SSA
According to the SSA, this new executive leadership team, along with the additional operational changes are “designed to strengthen accountability, improve performance, and modernize service delivery.” Previously the agency had several operational functions grouped together under one general area deemed as “Operations”.
Now, however, it will be separating each distinct operation into its own individual category so as to “enhance SSA’s focus on operational excellence and foster a structure that brings leadership closer to the frontlines.” These operations will now exist in the following three distinct categories: Field Operations, Processing Center, and Digital Service.
In addition to this, all Security functions will be consolidated into “a single, integrated organization, which will be responsible for providing strategic direction and oversight of information security, physical and protective security, as well as personnel security and suitability programs.”
“I am proud of the leadership team we have at SSA. By combining the knowledge and experience of long-term career employees with new perspectives and talent of recent appointees, we are aligning our organization with today’s priorities and tomorrow’s opportunities,” Commissioner Frank J. Bisignano stated in the September 3rd press release. “I am confident their expertise and dedication position the agency to deliver a pristine control environment, optimal efficiency, and world-class service to the American people.”
Executive Leadership Team
Commissioner Bisignano’s executive leadership team will be structured in the following way as per the release:
Chief of Staff & Chief Risk Officer
Chad Poist
Chief Actuary
Karen Glenn
Chief Communications Officer
Nicholas Perrine
Chief of Disability Adjudication
Jay Ortis (Acting)
Chief of Field Operations
Andy Sriubas
Chief of Processing Centers
Mark Quinlan
Chief of Digital Services
Stephen Evangelista
Chief Human Capital Officer
Florence Felix-Lawson
Chief Information Officer (Core Business Functions)
Michael L. Russo
Chief Information Officer (Technology and Customer Products)
Aram Moghaddassi
Chief of Law, Policy, & Legislative Affairs
Mark Steffensen
Chief Financial Officer
Thomas Holland
Chief of Security and Resiliency
Jessica Taylor
Other changes
Following an executive order that had been issued in March, the SSA is encouraging beneficiaries to switch their payment method to an electronic one as it will no longer be issuing paper checks after September 30th as part of the broader federal initiative. Fortunately for the most vulnerable of the beneficiary cohort, Commissioner Bisignano has also confirmed that exceptions will be made and paper checks will still be disbursed to those who require it.
As per the press release, the agency has also achieved several new milestones in customer service. These include:
- reducing average wait time on the National 800 Number from 30 minutes last year to single digits last month,
- shortening field office wait times by 30%,
- giving Americans 24/7 access to their personal my Social Security account, when previously the website was down 29 hours a week.