SSA Disability Redesign: More Testing Needed to Assess Feasibility of New Claim Manager Position

摘要

To better manage increasing workloads with fewer resources, in October 1993, the Social Security Administration (SSA) embarked on a 7-year effort to redesign its disability claims process. A key initiative in SSA's redesign plan is the establishment of the disability claim manager (DCM) position. The person in this position would have total responsibility for adjudicating disability claims and authorizing the payment of benefits. Given your interest in SSA's redesign plan, you asked us to evaluate (1) SSA's efforts to test and implement the DCM position (2) the major concerns about the position, and (3) SSA's efforts to staff the position.