SSA Disability Redesign: Actions Needed to Enhance Future Progress

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Report Type	Reports and Testimonies
Report Date	March 12, 1999
Report No.	HEHS-99-25
Subject	Claims processing Disability benefits Eligibility determinations Management reengineering Performance measures Social security benefits Supplemental security income Social Security Disability Insurance Program SSA Disability Process Redesign SSA Program Operations Manual System Best practices

Summary:

In 1994, the Social Security Administration (SSA) set forth an ambitious plan to redesign over a six-year period its process for deciding whether or not a claimant is eligible for disability benefits. Having made little progress by February 1997, SSA issued a scaled-back plan to test and implement major changes. GAO found that SSA is behind schedule on all five of its near-term initiatives and has not clearly demonstrated the efficacy of its proposed changes. SSA limited its ability to keep its plan on track because the redesign team tried to move ahead on many fronts simultaneously. SSA's reengineering efforts require sharper focus, and the agency should concentrate on the initiatives most likely to achieve critical redesign objectives. SSA should adjust its testing approach, and it needs a more complete set of performance goals and measures, including a fully developed quality assurance process.

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SSA Disability Redesign: Actions Needed to Enhance Future Progress