SSA Benefit Statements

Statements Are Well Received by the Public but Difficult to Comprehend Gao ID: T-HEHS-96-210 September 12, 1996

The personal earnings and benefit estimate is a six-page statement produced by the Social Security Administration (SSA) that supplies information about a worker's yearly earnings on record at SSA; eligibility for social security retirement, survivor, and disability benefits; and estimates of these benefits. SSA has tried to improve the statement, and the public has found it to be helpful for retirement planning. However, the statement falls short in clearly communicating the complex information that readers need to understand concerning SSA's programs and benefits. For example, the document's design and organization make it difficult for readers to locate important information. Readers are also confused by several important explanations, such as who in their family is also eligible for benefits and how much these family members might receive. SSA is considering redesigning the statement, but only if this effort reduces printing costs. This approach overlooks hidden costs, such as (1) inquiries from people who do not understand the statement and (2) the possibility that a poorly designed statement can undermine public confidence.



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