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Social Security: Need to Improve Postentitlement Service to the Public

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Report Type Reports and Testimonies
Report Date May 7, 1993
Report No. HRD-93-21
Subject
Summary:

Postentitlement services are those provided to Social Security beneficiaries and include replacement of lost or stolen checks, converting spouses to survivors' status, and making address changes to checks. About 64 million postentitlement actions were processed for individuals in 1990 in SSA's retirement, survivors, and disability programs, and another 12 million actions were processed for the supplemental security income program. GAO reviewed SSA's processing of these actions and found that check replacement services could be improved by changing the current policy of delaying missing check claims for two weeks and instead processing the claims more quickly. Procedures also contribute to delays in the completion of spouse conversions to survivors' status. In GAO's opinion, SSA's practice of not providing election forms to all currently entitled spouses with dual entitlement until much later in the processing cycle should be changed.

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