The Social Security Administration’s (SSA) Orlando Card Center Optimization, led by Jerry Bell, is a 2025 Service to the Citizen Award Winner in Category 4: Using Innovative Technologies to Deliver Simple, Seamless, and Secure Services.

 

Jerry Bell has transformed the way Social Security Number (SSN) services are delivered by integrating digital tools, streamlining in-office workflows, and promoting self-service solutions that significantly enhance the citizen experience. As Manager of the Orlando Card Center, Bell has led a full-scale shift from a walk-in, high-volume model to one that prioritizes online engagement, real-time scheduling, and operational efficiency.

 

To reduce wait times and unnecessary office visits, Bell championed the use of the Online Social Security Number Application Process (OSSNAP) and the Enterprise Scheduling System (ESS). He collaborated with local agencies, employers, and third-party partners to expand awareness, equipped offices with QR codes for instant access to online applications, and restructured lobby operations to prioritize scheduled appointments.

 

His data-driven management approach ensured that over 95% of visitors now use scheduled appointments, walk-ins are limited to just 5%, and appointment availability is consistently within 48 hours. Office traffic has dropped by 28%, saving more than 140 people per day from unnecessary in-person visits, and average wait times have decreased by 30 minutes.

 

Bell’s leadership demonstrates the power of blending human-centered service with smart technology. By empowering the public to access critical services online and improving in-office operations for those who still need them, Jerry Bell has set a new standard for accessible, efficient, and secure public service delivery.