SSA  found the results of the initiative to be mixed. SSA officials were also concerned about the agency’s lack of progress in  developing an automated disability claims process, which was expected to  support the Disability Claim Manager initiative. In spite of the significant resources  SSA has dedicated to improving the disability claims process, the overall  results—including the results from the five initiatives that are the subject  of this report—have been disappointing. As a result, the problem  will likely worsen. Without such a system, it is difficult for SSA to ensure the  integrity of SSA’s disability claims process. We are sending copies of this report to the Commissioner of the Social  Security Administration and other interested parties.
Why GAO Did This Study

The number of people applying for benefits from the Social Security Administration's (SSA) two disability programs grew dramatically during the 1990s. As a result, the Disability Insurance and Supplemental Security Programs began to experience huge backlogs of undecided claims. SSA has spent $39 million during the past seven years on various initiatives to help it better manage its caseloads and ensure high-quality service. SSA spent another $71 million to develop an automated disability claims process. This report reviews the status and outcomes of five initiatives intended to improve SSA's disability claims process.

What GAO Found

GAO found that the results of the initiatives have been disappointing.