Improving the Quality of Social Security Administration Notices

GAO reviewed the Social Security Administration's (SSA) Clear Notices Project to determine whether: (1) improved notices are likely to result from the effort; and (2) more could be done to help produce clear notices.

GAO found that 5 of the 12 initiatives of the project, which was established in April 1984 and is scheduled to end September 30, 1986, have been completed. The completed initiatives include: (1) the standardization of notice content; (2) the development of an agencywide format; and (3) the cataloging of notice language. SSA is still revising existing notices to meet notice standards and is testing proposed notice language with notice recipients. However, the revision of initial claims notices for the retirement, survivors, and disability insurance programs will involve the implementation of an automated claims process in field offices which is not expected to be completed until 1988. GAO found that the changes in language and format which the project has produced to date have improved the clarity of notices; however, SSA does not periodically evaluate the clarity of its notices or solicit feedback from its clients. GAO believes that: (1) SSA management needs client feedback on the clarity of the notices; and (2) field testing proposed notice language would be prudent.

Recommendations

Our recommendations from this work are listed below with a Contact for more information. Status will change from "In process" to "Open," "Closed - implemented," or "Closed - not implemented" based on our follow up work.

Director: Joseph F. Delfico Team: General Accounting Office: Human Resources Division Phone: (202) 512-7215