{"id":36293,"date":"2023-01-30T18:00:00","date_gmt":"2023-01-30T23:00:00","guid":{"rendered":"https:\/\/ourpublicservice.org\/?page_id=36293"},"modified":"2023-01-31T14:42:30","modified_gmt":"2023-01-31T19:42:30","slug":"social-security-website-redesign","status":"publish","type":"page","link":"https:\/\/ourpublicservice.org\/our-solutions\/customer-experience\/y2022\/social-security-website-redesign\/","title":{"rendered":"SOCIAL SECURITY WEBSITE REDESIGN"},"content":{"rendered":"\n<\/i>Back to Customer Experience<\/span><\/a>\n\n\n\n
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Social Security Website Redesign<\/h1>\n\n\n\n

SOCIAL SECURITY ADMINISTRATION<\/h2>\n\n\n\n
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Note:<\/strong> In previous years, SSA provided insights and data regarding their retirement customer experience offerings across service delivery channels. This year\u2019s profile focuses on SSA\u2019s website redesign effort, and the customer experience practices and considerations involved in that work.<\/em> <\/p>\n\n\n\n

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Virtually everyone in America interacts with the Social Security Administration at some point in their lives, from receiving a Social Security number at birth to relying on SSA\u2019s retirement services for financial security after they have stopped working. SSA provides services over the phone, at field offices across the country, and through its website.  <\/p>\n\n\n\n

In 2021 and 2022, SSA launched a significant effort to redesign its website to better meet customer needs and expectations. Using the principles of human-centered design, the agency reorganized and streamlined some content to launch a beta website to provide easily understandable information and reduce the barriers to access customers face when interacting with SSA. The agency collected and incorporated customer feedback to refine the beta website and officially launched the redesigned website on Dec. 6, 2022.   <\/p>\n\n\n\n

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Service Overview and Data Highlights<\/a>
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Service Overview<\/h3>\n\n\n\n

The Social Security Administration provides benefits to support the financial security of more than 70 million people in this country. The agency\u2019s website provides information about SSA programs and services, as well as access to a \u201cmy Social Security\u201d account that customers can create to view their Social Security statements, request a replacement Social Security card and take care of other SSA business.<\/p>\n\n\n\n

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Primary Customers<\/strong><\/p>\n<\/div>\n\n\n\n

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Customers who are seeking information, applying for or receiving Social Security benefits, and their families, as well as people planning for their retirement.  <\/p>\n<\/div>\n<\/div>\n\n\n\n

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Key Services<\/strong><\/p>\n<\/div>\n\n\n\n

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