Embracing eSignatures: How the SSA is Modernizing Document Processing in the Digital Age

In an era where digital transformation is reshaping both the public and private sectors, the Social Security Administration (SSA) is taking significant strides to modernize how it processes its vast quantities of mail. With millions of Americans relying on the SSA for benefits and services, the agency has long been burdened by a mountain of paperwork. In response to this challenge, the SSA is turning to eSignatures as a key tool in reducing administrative burdens and enhancing efficiency.

The Need for Change: SSA’s Digital Transformation

When considering disability claims, Social Security benefits, or Medicare enrollments, the processes that must be undertaken by the SSA often require signatures for approval. The SSA handles millions of such transactions each year, which are typically paper-based, contributing to a significant administrative burden.[1]

The agency has been working to digitize its services and reduce its reliance on physical mail. The NARA OCRO’s guidance for federal agencies states that converting documents from “digital to paper and back to digital is inefficient, expensive and introduces risks to the authenticity of the records”, and they “encourage agencies to determine if they can move to all-digital workflows that support electronic or digital signatures in place of wet-ink signatures.”[2] The ultimate goal is to deliver faster, more secure services to the American public, cutting down on processing times and improving overall user experience.

How eSignatures Are Transforming SSA’s Operations

The introduction of eSignatures at the SSA marks a pivotal moment in the agency’s journey toward full digital modernization.

Electronic signatures offer:

  • a secure, verifiable method for authenticating documents
  • Much quicker routing/processing of forms and signatures 
  • Programmatic extraction of form data directly into databases

Electronic signatures also help mitigate or eliminate:

  • Manual processing of paper forms
  • Lost/misplaced/overwhelming quantities of paperwork
  • Incorrect/incomplete responses on a form
  • Forgery/tampering with the document after signature

This transformation is not just about improving internal efficiency; it also drastically improves the experience for beneficiaries. With eSignatures, claimants can now sign documents from the comfort of their homes, avoiding the need to mail in paperwork or visit SSA offices in person. This digital convenience is particularly crucial for elderly or disabled individuals who may have difficulty traveling to an SSA office or navigating complex forms.

A Broader Push for Digital Modernization

Carahsoft Adobe eSignatures Modernizing Document Processing Blog Embedded Image 2024

The adoption of eSignatures is just one component of a broader push for digital modernization within the SSA. This transformation aligns with the federal government’s broader initiatives, led by the Office of Management and Budget (OMB), to promote a “digital-first” public service experience​.[3]

Despite the clear benefits, the road to digital modernization is not without its challenges. One major obstacle is the need for robust cybersecurity measures and compliance. As more processes move online, the SSA must ensure that the sensitive personal data of millions of Americans is protected from cyber threats. Government agencies specifically are recommended to focus on eSignature solutions with the following features:[4]

  • Desired level of compliance, such as FedRAMP accreditation
  • End-to-end advanced encryption
  • CAC/PIV support.

Furthermore, the integration of eSignatures into the SSA’s workflows also requires the development of user-friendly platforms that can accommodate individuals with varying levels of digital literacy. A core pillar of digital experience is to meet the end user where they are, whether by making documents accessible to all users regardless of disability, or by offering choices to the end user as per their preference, such as the option to eSign from a computer or mobile device. 

If these challenges can be successfully navigated, the potential for cost and time savings is astounding. Forms and signatures often entail lengthy processes spanning multiple people, thus time savings for one individual can cascade to every other individual in the process, meaning a better experience for all parties.

Conclusion: The Future of SSA in a Digital World

The SSA’s move toward eSignatures and digital modernization is a significant step forward in the agency’s efforts to improve service delivery and reduce administrative burdens. By reducing the reliance on physical mail and embracing digital tools, the SSA is not only enhancing its operational efficiency but also making it easier for Americans to access the benefits and services they rely on. As the federal government continues to push for digital-first solutions across all agencies, the SSA’s example highlights the importance of embracing new technologies to meet the needs of a modern, tech-savvy population.

Check out this on-demand webinar for more information on this series and how Adobe can support your organization’s digital transformation initiatives.

Sources:

[1] Miller, J. (2024, September 4). SSA leaning into e-signatures as way to cut mountain of mail. Retrieved from Federal News Network: https://federalnewsnetwork.com/it-modernization/2024/09/ssa-leaning-into-e-signatures-as-way-to-cut-mountain-of-mail/

[2] Archives, U. N. (2024, June 20). Transition to a Fully Digital Government: Digital Signatures. Retrieved from Records Express: https://records-express.blogs.archives.gov/2024/06/20/transition-to-a-fully-digital-government-digital-signatures/

[3] Martorana, C. (2024, April 17). Progress Towards Delivering a Digital-First Public Experience. Retrieved from White House: https://www.whitehouse.gov/omb/briefing-room/2024/04/17/progress-towards-delivering-a-digital-first-public-experience/

[4] Hajarnis, S. (2024, June 27). Choosing an eSignature Solution? Here’s what government agencies should look for. Retrieved from https://www.americancityandcounty.com/2024/06/27/choosing-an-esignature-solution-heres-what-government-agencies-should-look-for/

The Advantage of Electronic Signature Services

The modern workspace is constantly evolving to keep pace with customer demands. Primarily, the most valuable asset a team may have at its disposal is time. Efficiency the word that keeps organizations running, and the tools a team employs dictates how effective those processes are. When the conversation turns to contracts and signatures, there is only one real solution for the modern business, that being the implementation of electronic signatures. How much more value could electronic signature services be for your team? Let’s discuss the inherent value of such a system.

Change and Efficiency

Adobe Electronic Signature Services Blog Embedded Image 2022Initially the most dramatic change will be the lack of physical documentation. Change can be difficult for any organization; however most electronic signature services provide their API (application programming interface). Some solutions require a purchase or fee to access, while others provide it as a complimentary service. With a technologies API, your team can seamlessly integrate digital document preparation to already existing programs being used daily. This could be anything from a document management service or your team’s primary email application. This ease of access not only promotes more use by your workforce, but also allows them to access virtual documents and PDFs that they already use for other purposes.

Understanding Integrations

With your electronic signature service now integrated into your teams’ applications of choice, each user now has the capability convert any document or contract into an interactable form. This process is fairly simple to do and usually does not need to be repeated once finished per document. The real value now comes from how quickly those contracts can be sent and signed by customers. Electronic signatures provide two major values for you. The freedom for customers to interact and sign contracts from anywhere, at their convenience. As well as additional document security that is inherent with using such a service. Traditionally electronic signatures based their legality off a user’s identification through either a business-related email address or other valid account. However, there are several additional verification methods available to confirm the signer’s identity. These range from knowledge-based authentication to phone verification, to password-based security. These options can usually be freely selected on a document-by-document basis, providing an authenticated audit report for the documents being signed. This creates a situation where not only are contracts being signed more efficiently, but they are also validated beyond what a traditional paper form would be.

Ease of Interaction

In a sense, the largest value add from such a service is the customer’s perspective. Not only are they receiving critical documents moments after they are sent, but they also can interact and sign these forms with minimal effort. Many of these electronic signature services allow customers to interact and sign forms without any type of additional software being required. If the customer has a device that allows access to their professional email, then that customer has the capability to complete and sign the forms in question. In an evolving, modern workplace most individuals have access to a business smart phone, which is the only asset they need to complete a signature process.

Tracking and Management

With so many documents being sent for signature, you might be wondering what options there are in terms of record keeping. Electronic signature services rely very heavily not only legally authenticating the users involved but also with access and document security. Many of these services provide a direct option to store documents perpetually, this allows easy access and a simple way to filter and find whatever form is in question. However, this simply is not the limit of the options available to you. Through an API (application programming interface) they can be curated to do all sorts of things with signed documents. This includes distributing copies of forms into local servers, or alternative storage options that your team already has deployed. The authenticity of these files can be validated at any time once acquired. This also confirms that no additional changes or adjustments have been made to a contract, once its signing process is complete.

 

Many government teams already use email and messaging services to communicate between team members and customers; so why should your contracts be treated any differently? For more information on electronic signatures and services, check out the on-demand webinar, “Refresh Digital Document Workflows with Powerful E-Signature and PDF Capabilities.”

Government Experience: Driving Digitization of Services

Carahsoft recently hosted the 11th Annual Government Customer Experience & Engagement Seminar. The virtual seminar discussed how agencies can transform customer experience (CX) and satisfaction and increase constituent engagement across federal, state, and local government agencies. This session featured insights and statistics from industry-leading panelists who outlined ways the government can seamlessly transition to digital, utilize hybrid as a strategy, embrace feedback, and leverage omni-channel engagement.

While many government agencies are constantly progressing towards greater digital transformation, for many, the pandemic forced them to accelerate their implementation. However, the path to digitization is not always smooth, and the process is ongoing and ever changing. Agencies must also contend with the challenges of reaching constituents who have limited use of devices or internet and those in rural areas where internet access is not always immediate.

Transitioning to Digital

Many agencies still rely on in-person, manual, paper-based processes while others have one foot in the digital world and one in the physical world. Some agencies know that they want to digitize, but knowing where to start can be a daunting prospect. One of the easiest cloud technology use cases to implement is storage and archival records. Agencies often start with these systems, demonstrating the value of digitization by simply drawing insights out of a digital repository that would not have been possible with paper. Of course, digital records are also more secure and less susceptible to flood, fire, and other risks. Agencies also find it valuable to institute self-service options that allow constituents to complete forms and obtain services on a website rather than in-person or over the phone.

Carahsoft CX Gov Driving Digitization Blog Embedded Image 2021When records are digitized, different agencies and service providers can more easily collaborate on shared initiatives. Tools like AI can help to demonstrate value at scale, versus manual, error-prone paper-laden processes, and accelerate digital transition. Late in the process, agencies can introduce RPA, focusing on automating processes that have a high return on investment and can free staff to perform more high value activities.

Many agencies take an incremental approach. For example, the Oregon Health Authority started with digitization of electronic signatures, allowing the remote execution of agreements. Once they had a repository of documents, they looked for opportunities to automate processes and added AI to identify risks to be mitigated. They improved their processing times by 93%, but the incremental process allowed them to evaluate outcomes along the way.

Hybrid as a Strategy

One hundred percent digitization is not necessarily the goal for government agencies. Many constituents do want self-service to avoid waiting in line at the DMV. But people on the other side of the digital divide need to have in-person experiences. In addition, many services rely on face-to-face interactions where constituents develop relationships with government workers. Taking a hybrid approach allows self-service, leaving more time for agency employees to deliver high-quality, in-person experiences for those who need a human touch.

The Importance of Feedback

There is a cost of doing nothing; the most vulnerable constituents aren’t getting the services and information that they need. For this reason, it’s important to constantly measure service delivery and satisfaction; you can’t fix what you can’t measure. Agencies need to get feedback from constituents to build trust and ensure they are putting customers at the center of every decision. They should provide definitive measures and confirmation of business outcomes, quality rates, and customer measurements of perception, satisfaction, and ease of use.

The first step is to add a button to the website which allows feedback and helps identify opportunities for improvement. This allows agencies to understand how their investments are paying off—often in real time. Agencies should track customer satisfaction, using reference scoring and A/B testing across all channels of engagement to identify improvement opportunities. Ultimately, this data needs to be fed into the product and service delivery roadmap to drive evolution of the customer experience.

Feedback also allows greater personalization: fully understanding and meeting the needs of the end user. It requires a concerted effort to gather information, especially user preferences. The cloud is an important part of personalization, making it easier to collect relevant information and enforce policies.

Omni-Channel Engagement

Some constituents are limited in their technology choices because of disability or financial status, but they are expected to verify their identity, apply for benefits, find a job, and use many other services that often are only available on a mobile device screen. The public sector must take these factors into account, creating and delivering services that don’t depend on screen size, connection speed or even access to internet.

The concept of omni-channel expects the user’s experience to be intuitive and immersive—easily accessible regardless of the channel a constituent is using. Individuals should be able to interact seamlessly through their preferred channel. Government is one of the only industries where it’s critical that services are accessible to every person, on any device, or in any channel.

 

To learn more about the digitization of government services, view our session and hear from government speakers looking toward the future of digital transformation, customer experience, and constituent engagement.

Lasting Shifts in Secure Electronic Signature Usage Across the Government Sphere

The State of Telework in Government

The ongoing pandemic has affected every aspect of our day-to-day business operations, which have mostly transitioned across the board from manual, in person operations to complete digital ones. Currently, the Federal Government’s nationwide operating status remains “open with maximum telework flexibilities to all current telework eligible employees, pursuant to direction from agency heads.” Many federal, state, and local governments have taken steps during the pandemic to allow greater workforce autonomy, including the Department of Defense (DOD). As such, “the DOD is just days away from launching its high-security version of Microsoft Office365, dubbed DOD365, which is designed to replace the current telework system.” Seeing the DOD in particular invest in more telework infrastructure indicates lasting changes and advancement in technology across government, as they tend to have the most restrictive security policies.

Continued Uptick in Adoption of New Technology

During this past year of changing trends in the workforce, electronic signatures and digital document processes immediately became a large focus of modernization and software solutions adoption, as this functionality is central to the regular workings of agencies across the government sphere. Many businesses had to close temporarily and many agencies had to immediately put telework plans in place, therefore necessitating a need for electronic signature solutions to continue regular functionality and deliver services to the public. The use of electronic signatures continues to increase, building upon layers of the previous adoption. At the beginning of June 2021, “The New York State Legislature passed The Electronic Signatures and Records Act, authorizing the use of electronic signatures on funeral and cemetery documents.” Additionally, “in light of the COVID-19 crisis, The Federal Reserve Bank of New York also wants to make pledging institutions aware that it will accept pledges of loan collateral that includes electronic signatures on loan documentation.”

Adobe Electronic Signature Blog Embedded Image 2021The Modernization Strategy for the Immediate Future

Moving forward, since the importance of technology has been proven many times over by recent global events, most agencies (most notably U.S. Space Force) are pledging to become a “digitally fluent” workforce so that “a person at any level of the organization [can] effectively select and use the appropriate tools and technologies to interpret information, discover meaning, design content, construct knowledge, and communicate ideas in a digitally connected world.” Digital literacy is essential for successful operations with technology so deeply embedded within current workplaces. In a recent plan for modernization, USSF indicated that “by becoming a Digital Service, we have the potential to be more proficient, efficient, and agile.” As such, “through this digital transformation, we will foster an environment that incubates quick-turn, innovative solutions in every aspect of capability development.” Agencies have been encouraged to put together similar plans for modernization as another bout of changes in the way we work come around.

Justification for Ongoing Use of Digital Solutions

Although the pandemic was a major driving force in adopting various digital solutions, such as electronic signature platforms, there are many reasons for agencies to continue their use. One major factor is the experience that the public receives from the government. In an increasingly fast-paced and technology-heavy world, citizens come to expect a degree of modernity and ease of use. It is no longer feasible to conduct all transactions on paper with wet signatures, and the public expects to be able to access services on laptops, desktops, or even mobile. Traditionally, the government has been less up to date when it comes to technology compared to the commercial sphere, for example. However, in their recent plan, USSF indicated, “we must leverage our industry and governmental partnerships to ensure the digital infrastructure we rely on can meet modern demands. In addition, we must undergo a cultural transformation in conjunction with our digital transformation efforts.” These digital transformation efforts are not all new, but they are advancing at a faster pace now due to demand for easier access and increased efficacy.

Digital Solutions and Security Requirements

In addition to demand from the public, it must be noted that security also entails increased modernization to avert the latest threats. According to USSF, “our data networks must be bandwidth-rich while also being reliable throughout the spectrum of conflict and secure across multiple security levels.” They indicate that the following requirements must be fulfilled for all technological options: “Our shared data repositories must also be visible and accessible to those who need it and secured against those who don’t. With this robust digital infrastructure as a foundation, we will establish a trusted, understandable, collaborative environment that incorporates the user tools and applications to enable secure interaction with protected categories of data.” Furthermore, the “USSF must support a world in which we are no longer bound to a single physical location,” so it seems telework and the digital solutions that accompany it to maintain regular business operations are here to stay.

 

Watch the on-demand recordings from our 8-part Adobe Sign webinar series, Transform Paperless Processes with Electronic Signatures, as our team of Adobe Product Specialists cover how Adobe Sign enables federal, state, and local government agencies to improve efficiencies, automate processes, and ensure compliance through a paperless signing experience. Check out the on-demand webinars today to discover more on how to eliminate the hassle of printing, signing, and scanning documents with e-signatures and more!