Strategic Plan

U.S. Social Security Administration FISCAL YEARS 2018 - 2022 AGENCY STRATEGIC PLAN

Strategic Business Unit

Social Security Administration (SSA)

Plan Details

Plan period: from 28/02/2018  to 30/09/2022

Approximately 62,000 Federal employees and 15,000 State employees serve the public from a network of offices across the country and around the world. Most of our employees serve the public directly or provide support to employees who do. We administer our programs and services through a network of more than 1,200 field offices.

Plan submitted by:

Owen Ambur

Each day, approximately 170,000 people visit and 250,000 call one of our field offices nationwide for various reasons, such as to file claims, ask questions, or update their information. Our National 800 Number handles over 30 million calls each year. Callers can conduct a variety of business transactions by speaking directly with an agent or through our 24-hour automated services, which include requesting benefit verification letters, ordering replacement Medicare cards, and obtaining claim status updates. Our processing centers (PC) handle complex Social Security retirement, survivors, and disability claims, as well as provide support to our National 800 Number. State agencies make disability determinations for initial claims, reconsiderations, and continuing disability reviews. Administrative law judges in our hearings offices and administrative appeals judges in our Appeals Council decide appealed cases. For more information about our organization and its functions, visit our organizational structure webpage at




Deliver quality Social Security services to the public.


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Goal Statement: Deliver Services Effectively

We must be able to deliver our services effectively to the people who come to us for assistance, regardless of whether it is in-person, on the telephone, or online. As we interact with the public every day, our employees experience firsthand the impact of our programs. We understand that doing our work well matters. We also know that our programs are not stagnant and that advancements in technology provide opportunity to do business differently, and often more efficiently and conveniently.


  • Delivery
  • Options
  • PC Actions
  • Login & Registration
  • Services
  • Online Services
  • Connections & Experiences


Goal Statement: Improve the Way We Do Business

Improving the way we do business is imperative to delivering services effectively to the public. We must continuously evaluate our policies and business processes using data and modern methods to ensure we meet service demands and reinforce efficient and effective service. Recognizing that our current technology infrastructure and existing business systems would not allow us to serve the public the way we wanted or the way they expected us to, we developed a plan to modernize our information technology (IT) systems. This modernization effort is foundational to our overall ability to improve service to the public.


  • Disability Cases
  • Infrastructure
  • Medical Evidence
  • Employment Support
  • Rules & Practices
  • Social Security Statements
  • Applications
  • Cybersecurity
  • IT
  • Policies & Processes


Goal Statement: Ensure Stewardship

We are committed to being good stewards of taxpayer dollars to ensure the public has confidence that we manage their tax dollars wisely. We take the stewardship of our programs seriously, and we will continue to demonstrate a commitment to sound management practices. To ensure stewardship and the efficient administration of our programs, we will focus our efforts in three major areas: improving program integrity; enhancing our fraud prevention and detection activities; and improving workforce performance and increasing accountability.


  • Debt
  • Partnerships
  • Employee Development
  • Streamlining
  • Fraud
  • Partnerships & Data Analytics
  • Collaboration
  • Integrity
  • Performance & Accountability
  • Real Estate
  • Performance & Conduct Challenges
  • Root Causes
  • Accountability
  • Fraud
  • Effectiveness & Costs

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