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HRD-85-96 1 (1985-08-29)

handle is hein.gao/gaobabntx0001 and id is 1 raw text is: UNITED STATES GENERAL ACCOUNTING OFFICE k WASHINGTON, D.C. 20548 .4UAN ,,.oME, AUG 219 1985 7 DIVISION J.1. Codertns r.Ux. Ouogh~e ?4 . Feanbugh~ Mrs. Martha A. McSteen Acting Commissioner of Social Security Department of Health and Human tu_ Services Dear Mrs. McSteen: Subject: Improving the Quality of Social Security Administration Notices (GAO/HRD-85-96) We have been reviewing the Social Security Administration's (SSA's) Clear Notices Project--one of eight major initiatives you established in March 1984 to improve SSA's service to the public. Because we believe the project has made reasonable progress toward its goal and will likely result in improved notices, we are terminating our current review. To strengthen its efforts to produce clear notices, we are recommending that SSA periodically obtain feedback directly from SSA clients and use such feedback to systematically evaluate changes in the clarity of notices. Such information should provide valuable insights into the nature and extent of progress SSA is making and also help identify problems clients may have. OBJECTIVEr SCOPE, AND METHODOLOGY Our review sought to answer two questions: Are improved notices likely to result from SSA's current efforts? Is there anything more that could be done to help produce clear notices? In addressing these questions we (1) determined the detailed nature of the current notice problems through discussions with SSA personnel in headquarters and at field offices in Region III (Philadelphia) and at the Mid-Atlantic Program Service Center; (2) examined and a-alyzed the Clear Notices Project's objectives, rationale, accomplishments, and milestones; and (3) discussed the project's progress with project members and affected units. Although we reviewed some notices to confirm that problems exist, we did not evaluate the clarity of notices or the causes of current problems. SSA's notice problems have been publicized and are well documented. (105176) U 11111iV l

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