Major Management and Performance Challenges
The Office of the Inspector General issues an annual report on the Social Security Administration’s major management and performance challenges
In Fiscal Year 2025, we focused on the following management and performance challenges:
- Improve Service Delivery: SSA needs to enhance telephone, online, and frontline office services to improve the customer experience and deliver quality service. To do so, SSA must optimize staffing and address attrition to ensure it can provide the high level of customer service the public expects and deserves and support its efforts to become a digital-first organization.
- Protect the Confidentiality, Integrity, and Availability of SSA’s Information Systems and Data: SSA must ensure it secures its information systems and protects its sensitive data.
- Modernize Information Technology: SSA must continue modernizing its information technology to accomplish its mission as efficiently and effectively as possible.
- Improve Administration of the Disability Programs: SSA needs to improve how timely and accurately it processes disability-related workloads and improves its support for state disability determination services. Additionally, to prevent improper payments, SSA needs to ensure beneficiaries continue meeting disability eligibility factors.
- Improve the Prevention, Detection, and Recovery of Improper Payments: SSA must be a responsible steward of the funds entrusted to its care by minimizing the risk of making improper payments and recovering overpayments when they occur.
The Social Security Administration’s Major Management and Performance Challenges During Fiscal Year 2025:
