The enhanced Leads and
Applications System (eLAS) and iAppointment
New
collection (Request for a new OMB Control Number)
No
Regular
03/24/2021
Requested
Previously Approved
36 Months From Approved
5,903,352
0
983,892
0
0
0
SSA offers both Internet and telephone
appointment options for individuals who wish to request an
appointment when they are unable to complete one of SSA’s online or
automated telephone applications because they failed the initial
verification checks, or because they state their reading language
preference is other than English. iAppointment: iAppointment is an
online process that allows members of the public an easy-to-use
method to schedule an appointment with the servicing office of
their choice. Since the application date can affect when a
claimant’s benefit begins, iAppointment establishes a protective
filing date and provides respondents information related to the
date by which they must file their actual application. The
iAppointment application propagates information the applicant
already entered onto any of SSA’s Internet applications for SSN,
name, date of birth, and gender. Applicants must provide minimal
additional information: mailing address; telephone number; language
preference; type of appointment (Disability, Retirement, Medicare);
and whether they prefer a telephone interview or in-office
appointment. iAppointment is a customer-centric application. If the
available appointment times do not meet the customer’s needs,
iAppointment allows the user to enter a different zip code to
identify another field office, which may offer different
appointment times. At this time, SSA only allows domestic first
party applicants to use iAppointment. If users indicate they are
filing as third parties, iAppointment provides a message directing
them to call the National 800 Number for assistance. If a foreign
first party user is unable to complete iClaim, iAppointment directs
them to contact a Social Security representative, and provides a
link to SSA’s Service Around the World website. Enhanced Leads and
Appointment System (eLAS): eLAS is an Intranet-based version of the
iAppointment screens for use by SSA technicians in both the field
offices and call centers. eLAS interacts with iAppointment to
ensure we always record the same information whether an individual
requests an appointment through our Internet screens or via
telephone. eLAS is a non-public facing system that allows SSA
employees in the field offices, workload support units, and
teleservice centers to use an telephone interview process to
schedule appointments and document an individual’s intent to file
using a script and asking the same questions to each individual. We
use eLAS with individuals who use our automated telephone system or
who prefer not to use iAppointment to set up their appointment. The
respondents are individuals who are unable to use our Internet or
automated telephone systems because they failed the initial
verification checks; or because they state their reading language
preference is other than English.
This is a request for a new OMB
number for a collection OMB currently approved under OMB Control
No. 0960-0618. We are creating a new OMB approval for this
collection, as we use iAppointment for more than just initial
applications using the SSA-1, SSA-2, and SSA-16. While this is not
a new information collection, the overall public reporting burden
for this collection has increased since the last OMB Notice of
Approval in May 2020. This increase in burden hours is due to the
addition of the eLAS Post-Entitlement appointment burden hours to
the collection. Previously, we did not use eLAS to set up
appointments for respondents requesting Post-Entitlement
appointments.
On behalf of this Federal agency, I certify that
the collection of information encompassed by this request complies
with 5 CFR 1320.9 and the related provisions of 5 CFR
1320.8(b)(3).
The following is a summary of the topics, regarding
the proposed collection of information, that the certification
covers:
(i) Why the information is being collected;
(ii) Use of information;
(iii) Burden estimate;
(iv) Nature of response (voluntary, required for a
benefit, or mandatory);
(v) Nature and extent of confidentiality; and
(vi) Need to display currently valid OMB control
number;
If you are unable to certify compliance with any of
these provisions, identify the item by leaving the box unchecked
and explain the reason in the Supporting Statement.
Supporting Statement - 0960-NEW (iAppointment & eLAS).docx
eLAS - Intranet Application