Individual Generic Clearance Surveys

MySocialSecurity.Gov
Discussion Guide
I.

Introduction/ Welcome
 Good morning/afternoon. My name is , and I will be your
moderator for this session. I am employed by [the Social Security Administration] or
[Macro International, a research firm which the Social Security Administration has
hired], and I am interested in hearing your opinions about a proposed new online
service that Social Security is interested in making available to its customers.

 SSA will use the findings from this focus group to determine whether to move
forward with the project and if so, will use the information to design this service.

Ground Rules and Disclosure
Facility Setting – note mirror, observers, microphones. I have some colleagues from
Social Security observing. The persons observing our discussion today have signed a
confidentiality agreement. Nothing you say will affect your application for Social
Security benefits or any Social Security benefits you now receive.
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Please speak one at a time and avoid side conversations.
There are no “right” or “wrong” answers – just your opinions.
Your participation is voluntary. At any point in time you may leave the room.
If you have a cell phone, please turn it off or set to vibrate.
We estimate that it will take up to 2 hours to complete this focus group. If you
would like to submit your comments to the Social Security Administration on this
estimate, we’ll tell you how to do that at the end of the focus group.

Paperwork Reduction Act Statement - This focus group, 0960-0526, meets the requirements
of 44 U.S.C. § 3507, as amended by section 2 of the Paperwork Reduction Act of 1995. We
estimate that it will take about 2 hours to complete the focus groups. You may send comments on
our time estimate to: SSA, 6401 Security Blvd, Baltimore, MD 21235-6401. Send only
comments relating to our time estimate to this address.

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Intros and Icebreaker
To begin tonight’s discussion, let’s go around the room and tell the group the name of
your favorite website to visit and what makes it your favorite?

II.

Participant’s Online Experience
1. What are some of the business activities that you conduct online?
Probe: shopping, online banking, paying bills
2. Do you visit and/or use websites that store your personal information for you to
retrieve and view? Probe: Online banking, portfolio management

3. For those who said “No,” please share your reasons for not using these websites?
4. For those who said “Yes,” please name some websites that you use that offer these
services. Probe: What kind(s) of business
5. What are some of the features of these websites that you like?
6. What are some of the features that you dislike or would change?

III.

Social Security Online
Next, I’d like to get your thoughts about Social Security Online (SocialSecurity.gov)
1. By show of hands, how many of you have visited Social Security’s website? (Do not ask
for the group of Title II who filed online…go to Question 2)
2. For those who have visited Social Security.gov, what information were you looking for?
3. Did you find the information you were looking for?
4. Do you know the services that SSA offers online currently? Probe: change of address
As part of a new initiative to make things easier fro the public to use Social Security
services, SSA wishes to design a convenient and personalized online service that will
allow people to interact with SSA. This page would contain the user’s personal
information and data concerning their Social Security record and would let them access
certain services online.

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5. If SSA was to create such a webpage, what information would you expect to find?
Probe: Personal, Income information, benefit information
6. What actions would you expect to be able to complete on this site?
Probe: Name change, address change, income correction
7. How about identify verification? What would you expect to provide so we know that
you are who you say you are?

The following options will be listed separately on colored paper and participants will be asked to
respond? Questions asked will be determined by the participants in the group (title II or xvi).
I am going to show you some features that SSA is considering, and I’d like your reaction.
The features would be available to the user after they log on and obtain access to their
personal information on the website.
8. What do you think about the following options?
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Accessing and updating your personal information? (i.e. Change of address, bank
account, direct deposit, etc.)
Accessing your Social Security Statement online?
Accessing and printing your own benefit verification letter?
Requesting a replacement Social Security card?
Checking general information about your benefits?
If you were denied benefits, would you like to be able to appeal online?
Finding information about your next review (work or medical)?
Determining the impact that potential wages would have on your SSA or
SSI benefits?
Seeing work incentives you may qualify for if you return to work?
Reporting work information online (wages)?
Determining under what conditions your benefits could be terminated?
Information on overpayments you may have?
Information on other agencies or services that may be able to assist you (Medicare,
Food Stamps, Vocational Rehabilitation)?
Viewing past notices we sent you?
Checking the status and history of your claim?
Viewing medical and school records submitted for your claim?
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Basic, personal identifying information SSA has about you? (Information you provided
when applying for SSN card, name change etc.)
Downloading 1099 forms?
Determining the local Social Security office nearest you?

9. How often do you think that you would access the information?
Probe: Daily, Weekly, Monthly, or as needed.

Now, I am going to show you sample screenshots of the proposed webpage that the public
would use to access their personal information. I’d like to know your thoughts about the
proposed screens.
(Moderator will distribute paper copies of the screen shots)

Let’s look at the first screen shot. This will be the first page that you will see when you visit the site:
Screen Shot 1:

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Welcome to Your Social Security Site
EN ESPAÑOL | ABOUT US | CONTACT US | OFFICE LOCATOR | LINKS

SEARCH
Thursday, June 18, 2009
Secure Log On

Important Information
The deadline for reporting SSI wages earned in
June is July 6, 2009.

Log On ID:
Security Code:
LOG ON
Forgot your Log On ID or Security Code?

Social Security News
OutlookAmerica’s Parents Vote for Change on Social
Security’s Most Popular Baby Names

LOG ON

Social Security Trustees: Economic Downturn Leads
to Worsening of Long-Range Financing

Click here for general
Social Security information

Social Security Continues to Rank as One of the “Best
Places to Work in the Federal Government”

First Time User?
REGISTER
NOW

List Press Releases

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More news…

What are your thoughts about this page?
Do you like the layout of this page?
What about the colors used on this page?
What do you like about this page?
What do you dislike about this page?
Is the information you expected to see there?
What information would you like to see?

Now, let’s look at the second screenshot. This screen will appear after you successfully log on to
the website.
Screen Shot 2:

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Hello Scott!

Welcome to your Social Security main page.
Print

FAQ’s
ESPAÑOL
| SSA LINKS | SECURITY | ABOUT US | CONTACT US | OFFICE LOCATOR | LOG OUT
Scott’s|SSA
Information

SEARCH

VIEW:
•Past Notices
•E-Mail Address
•Mailing Address
•Local SSA Office
•Social Security
Statement
PLAN
FOR YOUR RETIREMENT
•Benefit Verification Letter

According to our records, you are age 52.

ACTIONS:

The earliest age you can begin receiving
retirement benefits is age 62.

•Request Replacement Social
Security Card
If you retire at age 62, your monthly retirement
•Apply for Retirement
benefit check will be $1062 per month.
•Apply for Disability
Your full retirement age is 66 and 7 months. If
•Apply for Medicare
you wait until you are 66 and 7 months, your
•File a Waiver
•Change Mymonthly
Address retirement benefit check will be $1314
•Change Myper
E-mail
month.
•Apply for Work Incentives
•Report Current Wages
rd Party
•Appoint a 3You
have earned 35 quarters of coverage. If you
Representative

become disabled before you reach full retirement
age, you may be eligible for Social Security
CHECK STATUS:
Disability (SSDI). In order to receive SSDI, you
•Pending Retirement Claim
need at least 40 quarters of coverage.
•Pending Disability Claim
•Pending Waiver
•Pending Representative
Payee Application
•My Monthly SSA Check
•Next Medical Review
•Affect of Wages on My
Benefits
•Overpayment
/Underpayment

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Scott,
We are here to help you find what you’re
looking for. What would you like to do
today?
Show Me

Check Status

Make Changes

Identity

Check
Status

Show Me

Replacement
Card

Verify
Benefits
Benefit Ver

Make
Changes

TPQY Printo
Proof of Me
Negative Ve
Proof of My

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What are your thoughts about this page?
Do you like the layout of the page?
What about the colors used on the page?
What do you like about this page?
What do you dislike about this page?
Is the information you expected to see there?
What information would you like to see?

Here is another screenshot that shows a feature that could be available to you…Benefit
Verification Letter that you could view and print.
Screen Shot 3:

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Hello Scott! You are viewing your Benefit Verification Letter.

VIEW:
•Past Notices
•E-Mail Address
•Mailing Address
•Local SSA Office
•Social Security Statement
•Benefit Verification Letter

ACTIONS:
•Request Replacement Social
Security Card
•Apply for Retirement
•Apply for Disability
•Apply for Medicare
•File a Waiver
•Change My Address
•Change My E-mail
•Apply for Work Incentives
•Report Current Wages
•Appoint a 3rd Party
Representative

SOCIAL SECURITY ADMINISTRATION
Date: May 18, 2009
Claim Number: XXX-XX-XXXX
SCOTT E XXXXX
55993 QUINCE RD
SOUTH BEND IN 46619-4415

You asked us for information from your record. The information that you requested is shown below. If you want anyone
else to have this information, you may send them this letter.
Information About Current Social Security Benefits
Beginning January 2009, the full monthly
Social Security benefit before any deductions is . . . . . . . . . . . . $ 2279.60
We deduct $0.00 for medical insurance premiums each month.
The regular monthly Social Security payment is . . . . . . . . . . . . . $ 2279.00
(We must round down to the whole dollar.)
Social Security benefits for a given month are paid the following month. (For example, Social Security benefits for March
are paid in April.)
Your Social Security benefits are paid on or about the second Wednesday of each month.
If You Have Any Questions

CHECK STATUS:
•Pending Retirement Claim
•Pending Disability Claim
•Pending Waiver
•Pending Representative
Payee Application
•My Monthly SSA Check
•Next Medical Review
•Affect of Wages on My
Benefits
•Overpayment
/Underpayment

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Print

ESPAÑOL | ABOUT US | CONTACT US | OFFICE LOCATOR | LOG OUT

Scott’s SSA Information

If you have any questions, you may call us at 1-800-772-1213, or call your local Social Security office at 574-251-3446.
We can answer most questions over the phone. You can also write or visit any Social Security office. The office that
serves your area is located at:
SOCIAL SECURITY
GROUND FLOOR
602 SOUTH MICHIGAN ST
SOUTH BEND, IN 46601
If you do call or visit an office, please have this letter with you. It will help us answer your questions.
OFFICE MANAGER

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What are your thoughts about this page?
Do you like the layout of the page?
What about the colors used on the page?
What do you like about this page?
What do you dislike about this page?
Is the information you expected to see there?
What information would you like to see there?

Now, let’s look at the last screenshot. This is another screen of a feature that could be available to
you…The ability to view and print your Social Security Statement online.
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Screen Shot 4:

Hello Scott! You are viewing your Social Security Statement.
Scott’s SSA Information

VIEW:
•Past Notices
•E-Mail Address
•Mailing Address
•Local SSA Office
•Social Security Statement
•Benefit Verification Letter
or TPQY

Print

ESPAÑOL | ABOUT US | CONTACT US | OFFICE LOCATOR | LOG OUT

Your Estimated Benefits _________________________________________
*Retirement
You have earned enough credits to qualify for benefits. At your current earnings rate, if you continue working until….
your full retirement age (67 years), your payment would be about ....…....................................$ 1,543 a month
age 70, your payment would be about ..…….............................................................................$ 1,924 a month
If you stop working and start receiving benefits at…
age 62, your payment would be about …………..........................................................................$ 1,064 a month

*Disability
ACTIONS:
•Request Replacement
Social Security Card
•Apply for Retirement
•Apply for Disability
•Apply for Medicare
•File a Waiver
•Change My Address
•Change My E-mail
•Apply for Work Incentives
•Report Current Wages
•Appoint a 3rd Party
Representative

CHECK STATUS:
•Pending Retirement Claim
•Pending Disability Claim
•Pending Waiver
•Pending Representative
Payee Application
•My Monthly SSA Check
•Next Medical Review
•Affect of Wages on My
Benefits
•Overpayment
/Underpayment

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You have earned enough credits to qualify for benefits. If you became disabled right now,
your payment would be about …………...........................................................................................$ 1,411 a month

*Family
If you get retirement or disability benefits, your spouse and children also may qualify for benefits.

*Survivors
You have earned enough credits for your family to receive survivors benefits. If you die this year, certain
members of your family may qualify for the following benefits:
Your child …..……........................................................................................................................$ 1,101 a month
Your spouse who is caring for your child ..................................................................................$ 1,101 a month
Your spouse, if benefits start at full retirement age .….............................................................$ 1,468 a month
Total family benefits cannot be more than ..…..........................................................................$ 2,702 a month
Your spouse or minor child may be eligible for a special one-time death benefit of $255.

Medicare
You have enough credits to qualify for Medicare at age 65. Even if you do not retire at age 65, be sure to contact
Social Security three months before your 65th birthday to enroll in Medicare.
* Your estimated benefits are based on current law. Congress has made changes to the law in the past and can do so
at any time. The law governing benefit amounts may change because, by 2037, the payroll taxes collected will be
enough to pay only about 76 percent of scheduled benefits.

We based your benefit estimates on these facts:
Your date of birth (please verify your name on page 1 and this date of birth) ..............................April 5, 1968
Your estimated taxable earnings per year after 2008 .….......................................................................$42,181
Your Social Security number (only the last four digits shown to help prevent identity theft).......XXX-XX-1234

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What are your thoughts about this page?
Do you like the layout of the page?
What about the colors used on the page?
What do you like about this page?
What do you dislike about this page?
Is the information you expected to see there?
What information would you like to see there?

Do you have any additional comments about the screens you just viewed?

IV. Name/Title of the Webpage
1. If we created a website that offered the features of (fill in the items participants said
they wanted), what would be a good name to call it?
 Probe: A few ideas we received are:
 MySocialSecurity.Gov
 Gateway to Social Security
 Social Security Account Public Access
As we all know your personal information is very valuable. SSA takes high measures to ensure
the safety and integrity of the information of the American public. Let’s discuss accessibility
features for this project.
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V.

Authentication/Verification
1. What personal information to verify your identity do you already provide online to
conduct business?
 Probe: Email, Maiden Name, Password
2. How about identity verification. What information would you expect to provide to
let us know “you are who you say you are”? Probe: Password
3. Are you comfortable giving Social Security personal information via the agency’s
secure site on the Internet? Please explain
4. If we designed the ideal website with all the features we previously discussed (refer to
items previously mentioned), what information would you be willing to provide to
access your personal information?
5. Would you be willing to wait to receive an SSA Password at your mailing address if it
means you can access more information on yourself from Social Security?
 Probe: What would be a reasonable timeframe to receive this?

VI. Recommendations/ Suggestions
Does anyone have any additional recommendations/suggestions that they would like to give
about this project?

VII. Closing and Thank You
Thank you for your time. Your opinions are important to us. The Social Security Administration
thanks you for your valuable feedback on this project.

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