SSI Improvement Team

Category 3: Using Innovation, Data, and Breaking Down Organizational Barriers

SUPPLEMENTAL SECURITY INCOME IMPROVEMENT TEAM

Social Security Administration

The Supplemental Security Income (SSI) Improvement Team is being honored in Category 3: Using Innovation, Data, and Breaking Down Organizational Barriers for transforming how the Social Security Administration delivers critical benefits to more than 7.5 million Americans. In less than a year, the team reviewed more than 170 recommendations and advanced improvements across policy, technology, operations, and customer service to make SSI easier to navigate, more responsive, and more accurate for the people who depend on it.

The team expanded data-driven verification tools, including the Payroll Information Exchange (PIE) and Access to Financial Information (AFI), reducing manual reporting requirements while improving payment accuracy. They also introduced an intelligent call-routing model that uses customer information to connect SSI callers directly with highly trained specialists capable of resolving issues from beginning to end. Additional improvements include expanded digital document submission through mySocialSecurity, decision-support tools for employees, simplified policies, and streamlined SSI interviews. By bringing together policy, IT, operations, contact centers, and external data partners, the team has broken down traditional organizational barriers to create a more integrated service experience.

The team's work is making SSI services faster, simpler, and more reliable for millions of seniors, people with disabilities, and families with limited incomes. Reduced handoffs and reporting burdens help minimize delays and repeat contacts, while automated verification improves accuracy and helps prevent overpayments. Employees benefit from standardized guidance, better technology, and streamlined workflows that allow them to focus on resolving customer needs. Through data, human-centered design, and cross-functional collaboration, the SSI Improvement Team is creating a more responsive and accessible safety net while strengthening public trust in government service.