In June 2020, the Board launched a series of work as part of its statutory responsibility to examine the quality of the Social Security’s service to the public and its obligation to make recommendations on how to improve those services. This page provides links to other papers and events in the series and also includes a preface to the series. In it, the Board encourages Social Security to use evidence-based measures to evaluate and appropriately provide quality and accessible service in field offices, over the phone, and through online channels.
Summary
This preface provides context for the series. In it, the Board encourages Social Security to use evidence-based measures to evaluate and appropriately provide quality and accessible service in field offices, over the phone, and through online channels.
Series Papers
Decisions Regarding Field Office Closures
In this June 2020 paper, the Board examines field office closures, and urges Social Security to clarify its decision-making process, increase transparency, and involve the public in its deliberations about field office closures.
Using Evidence to Improve Service Equity
In this September 2022 paper, the Board encourages the Social Security to improve service delivery by evaluating the quality and accessibility of its services across an array of socioeconomic, regional, and other population characteristics.
Series Events
Roundtable on Social Security’s Public Service
On May 20, 2021,the Board hosted a roundtable with two panels that focused on COVID-19 service delivery and evidence on underserved populations.
Public Session on Researching and Evaluating Access to Social Security Programs
On May 20, 2022, the Board hosted a public session with Professors Pamela Herd and Sebastian Jilke on researching and evaluating equitable access to Social Security programs.
Other Series Work
Federal Register Comment on Equitably Improving Service to Underserved Populations
In July 2021, the Board submitted a public comment to the Office of Management and Budget and SSA to use evidence and engage stakeholders to inform decisions aimed at reducing public burden, citing past work where the Board found bipartisan agreement.
Preface Charts
Figure 1
