SSA to test online service delivery
- By Colleen O'Hara
- Mar 22, 2000
The Social Security Administration and industry consortium CommerceNet plan
to study and test how to deliver services and benefits to the public over
SSA, which delivers 125 million social security statements and issues
benefits, such as supplemental income, to 55 million people every year,
wants to provide a "single experience" to customers online, said Tony Trenkle,
director of electronic services at SSA. "Everybody is our customer potentially,"
he said, adding that the goal is to provide online services that cater to
the customers' needs.
SSA and CommerceNet are starting work on the Government Services Channel
Convergence Study/Pilot. The work will serve as a foundation for future
suites of services, such as retirement services, that SSA plans to make
available online over the next several years, Trenkle said.
Under the channel convergence project, SSA and industry will study commercial
tools and techniques, including e-mail, wireless technologies and real-time
video, and how they might be used to deliver services to the public. The
groups will also study current best practices and applications and the potential
for developing a service delivery model that government can use.
CommerceNet will develop a proof-of-concept proposal in April for the
channel convergence project, followed by a proof-of-concept pilot during