Social Security Administration’s (SSA) Electronic Access (eAccess) Team significantly improved customers capability to access Agency services online by improving the Digital Identity registration process which gives customers an additional service channel to access Agency benefits. 

 

The improved Digital Identity registration process allows SSA to meet public expectations of convenience and simple service delivery which increases customer satisfaction.As a result, the eAccess Team's improvements to the Digital Identity software and process increased the online registration pass rates from 44% in 2021 to an average of 83% in 2022.

 

The eAccess Team's improvements towards credential registration ease of use contributes to approximately 69 million customers successfully registering and accessing SSA’s online services such as mySocialSecurity.gov. SSA is averaging an increase of 1 million new customers per month that successfully complete the credential registration process.

 

The eAccess Team’s efforts to improve the Digital Identity software and registration process gives millions of customers continued access to’ the Agency’s services during the pandemic and will continue beyond social distancing requirements.