The Social Security Administration’s Office of Employment Support is being recognized for its dedicated efforts in advancing the Ticket to Work (Ticket) Program. This initiative is specifically tailored to assist individuals between the ages of 18 and 64 who receive Social Security disability benefits and aspire to integrate into or return to the workforce. This office manages a network of service providers, ensuring they meet program standards and distributing millions in payments. Their efforts include extensive communication and outreach to inform beneficiaries and stakeholders about the Ticket Program's benefits.

​

To enhance service delivery, the team has significantly improved their beneficiary-facing contact center. They implemented Interactive Voice Response (IVR) enhancements for self-service options, resulting in a drastic reduction in wait times from 5 minutes 23 seconds in 2023 to just 7 seconds in 2024, and a 41% decrease in call abandonment rates. This has notably boosted overall customer satisfaction. Moreover, the team improved employee retention by offering flexible schedules and career advancement opportunities, further enhancing service quality.

​

In terms of outreach, the team organized successful Work Incentive Seminar Event (WISE) webinars and maintained a growing text messaging campaign reaching thousands of subscribers monthly. Their efforts also included a Marketing Business Program facilitating direct communication between service providers and potential beneficiaries, resulting in 65,000 individuals opting to participate in the Ticket Program in 2023. Additionally, initiatives like the Bridges to Employment Summit fostered partnerships between employers and employment support agencies, addressing barriers and promoting workforce inclusion for individuals with disabilities.

​

Overall, these efforts have created a citizen-centric experience tailored to diverse demographics and disability types, significantly benefiting program participants by improving access to information, reducing barriers to employment, and enhancing overall program engagement and effectiveness.