Summary
Social Security has a stain on its record. The agency never has been able to devise an efficient way to manage its disability programs. Social Security has tried to fix the system. Now Social Security is trying again, with an $850 million technology makeover called Electronic Disability, or eDib, aimed at making the processing of disability claims paperless. It already has begun rolling out the technology. Social Security could cement its position as the leader in federal technology. No one thinks Social Security's system for assessing disability claims works. There's no question that taking the disability claims process paperless involves risk. Still, eDib remains a work in progress. GAO listed software glitches and system shortcomings that it urged the agency to fix before rollout. Users have complained about slow loading times, excessive mouse movement and not being able to view one document while drafting another, a problem that may require the use of two monitors.
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Do or Die
For years now, Social Security has been the overachiever, excelling where many federal agencies struggle-in using information technology. Social Security has brought home top marks in information management and computer security on report cards issued by Congress and by independent observers, including Government Executive's Federal Performance Project. The agency has basked in praise for adopting new technologies for its call centers, processing centers and Web site, which boosted customer satisfaction.
Congress has urged other agencies to be more like Social Security: "I am pleased to note that the Social Security Administration continues to be a shining example of sou...See the full content of this document
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