Agency Strategic Plan FYs 2026-2030

Message from the Commissioner ~ This plan communicates our bold vision for delivering outstanding service to the American people, leveraging best-in-class technology to serve our customers where they want to be met -- online, by phone, or in our field offices. For more than 90 years, we have provided critical financial security to retirees, people with disabilities, and survivors, serving as a cornerstone of American life. Today, we serve more than 330 million people with active Social Security numbers, and approximately 75 million people receive benefits each year, making us the largest service provider in the country. ... We will achieve our strategic goals by deploying advanced technological solutions and systems, optimizing resource management, and equipping our employees with modernized business processes and tools that drive productivity. ... This strategic plan sets forth our vision for transformational change, positioning us as the model service provider across the Federal Government. - Frank J. Bisignano, Commissioner, Baltimore, Maryland, August 7, 2026 Our Programs ~ SSA administers three programs under the Social Security Act, as amended: Old-Age and Survivors Insurance (OASI), established in 1935, which provides monthly retirement and survivors benefits to qualified workers and their family members; Disability Insurance (DI), established in 1956, which provides monthly benefits for workers who become disabled and their families; and Supplemental Security Income (SSI), established in 1972, which provides monthly financial support to aged, blind, and disabled adults and children who have limited income and resources. SSA also supports national programs administered by other Federal and State agencies, as required by law, such as Medicare, the Supplemental Nutrition Assistance Program, the State Children's Health Insurance Program, E-Verify, Medicaid, Federal Benefits for Veterans, and programs associated with the Employee Retirement Income Security Act of 1974, the Coal Industry Retiree Health Benefit Act, and the Help America Vote Act. Our Organization ~ SSA administers its programs and services online, by phone, by video, and in person in a network of more than 1,500 offices, including about 1,200 field offices, across the country and around the world. Strategic Framework ~ The goals were established with careful consideration of SSA's current operating environment, its recurring program evaluations, and its enterprise risk management process. The FYs 2026-2030 Learning Agenda describes SSA's evidence-building roadmap; its four priority questions align to specific strategic objectives. The FY 2027 Evidence Plan (including the Learning Agenda and Evaluation Plan) and the FYs 2026-2030 Capacity Assessment will be available at https://www.ssa.gov/evidence/ when published. Agency Priority Goals (FYs 2026-2027) ~ (1) Improve customer service by becoming a digital-first organization that makes it easier for more customers to use secure online services. (2) Improve customer service by reducing the time our customers wait to be served on our National 800 Number. (3) Improve customer service by reducing the wait time for an initial disability claim decision. These goals directly support Strategic Goal 1; SSA conducts quarterly internal progress reviews and will determine the next set of APGs for the FYs 2028-2029 cycle. Other Measurements ~ The Commissioner and other agency executives review performance metrics weekly, update the public-facing performance website monthly, and hold monthly meetings to drive accountability, discuss progress, pursue improved performance outcomes, and identify opportunities to reinvest savings. Performance targets are set forth in the Annual Performance Plan and Report (https://www.ssa.gov/agency/performance). The lead executive responsible for each performance goal provides ongoing status updates and corrective actions as needed. Communications and Outreach ~ In developing the plan, SSA consulted internally with senior leadership and a broad selection of managers from its direct service and headquarters components, and externally with Social Security advocates, members of Congress, and Congressional staff. SSA will continue outreach to stakeholders and engage the public through its blog and website, social media platforms such as Facebook and X, and traditional and emerging media channels. Notes ~ The plan does not include a statement of values. The Cross-Agency Priority Goal alignment of each strategic objective under the President's Management Agenda, and the program evaluations aligned with each objective, are captured in the OtherInformation elements of the objectives. Submitter's Note: As per the requirement set forth in section 10 of the GPRA Modernization Act, this StratML rendition was compiled from the source by Claude.ai and can be edited in the form at https://stratml.us/forms/Claude/Part1.html. Source: https://www.ssa.gov/agency/asp/materials/pdfs/SSA_Agency_Strategic_Plan_Fiscal_Years_2026-2030.pdf