Enterprise Scheduling System (ESS) - Respondent Input

DESIGN SPECIFICATIONS DOCUMENT
ENTERPRISE SCHEDULING SYSTEM (ESS)
SCREEN PACKAGE

Design Specifications Document – ESS Screen Package
Table of Contents
Design Specification Document Version Information ............................................................................................ 5
1. ESS Public UI Walkthrough .................................................................................................................................. 6
1.1. Create Appointment – Self-scheduling ........................................................................................................ 6
1.2. Reschedule an Appointment...................................................................................................................... 25
1.3. Cancel an Appointment ............................................................................................................................. 32
2. ESS Technician Scheduling UI Walkthrough...................................................................................................... 34
2.1. Schedule Appointment .............................................................................................................................. 34
2.2. Reschedule, Modify, or Cancel an Appointment ....................................................................................... 51
2.3. Schedule Appointment for Someone Else ................................................................................................. 62

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Table of Figures
Figure 1 ESS Customer Home Page ......................................................................................................................... 6
Figure 2 ESS Customer Terms of Service ................................................................................................................ 7
Figure 3 ESS Customer Privacy Act Statement........................................................................................................ 8
Figure 4 ESS Customer Reason for Appointment ................................................................................................... 9
Figure 5 ESS Customer Enter ZIP Code ................................................................................................................... 9
Figure 6 ESS Customer Enter Another ZIP Code ...................................................... Error! Bookmark not defined.
Figure 7 ESS Customer Earliest Available Appointment ....................................................................................... 10
Figure 8 ESS Customer Confirm Appointment ...................................................................................................... 11
Figure 9 ESS Customer Show Other Times on Same Date at Same Location ....................................................... 11
Figure 10 ESS Customer Show More Times .......................................................................................................... 12
Figure 11 ESS Customer Select Another Date at This Location ............................................................................ 13
Figure 12 ESS Customer Select Appointment Time .............................................................................................. 14
Figure 13 ESS Customer Select Another Location ................................................................................................ 14
Figure 14 ESS Customer Select Appointment Time .............................................................................................. 15
Figure 15 ESS Customer Confirm Appointment .................................................................................................... 15
Figure 16 ESS Customer Personal Information Before Consenting to Messaging ............................................... 17
Figure 17 ESS Customer User Does Not Consent to Messaging ........................................................................... 17
Figure 18 ESS Customer Personal Information After Consent to Messaging – Email and Text Messaging ......... 18
Figure 19 ESS Customer Personal Information Before Consenting to Messaging – Appointment For Someone
Else ........................................................................................................................................................................ 19
Figure 20 ESS Customer Personal Information After Consent to Messaging – Email .......................................... 20
Figure 21 ESS Customer Language Preference ..................................................................................................... 21
Figure 22 ESS Customer Review and Submit ........................................................................................................ 22
Figure 23 ESS Customer Review and Submit – Appointment for Someone Else ................................................. 23
Figure 24 ESS Customer Appointment Scheduled Success................................................................................... 24
Figure 25 ESS Customer Appointment Scheduled Failure .................................................................................... 24
Figure 26 ESS Customer Enter OTP ....................................................................................................................... 25
Figure 27 ESS Customer Home Page ..................................................................................................................... 26
Figure 28 ESS Customer Review Appointment Details ......................................................................................... 27
Figure 29 ESS Customer Reschedule Enter ZIP Code ............................................................................................ 28
Figure 30 ESS Customer Confirm Appointment .................................................................................................... 28
Figure 31 ESS Customer Review Existing Appointment Details Showing Updates .............................................. 29
Figure 32 ESS Customer Update Personal Information ........................................................................................ 30
Figure 33 ESS Customer Update Language Preferences....................................................................................... 30
Figure 34 ESS Customer Review Existing Appointment Details Showing Updates .............................................. 31
Figure 35 ESS Customer Review Existing Appointment Details ............................................................................ 32
Figure 36 ESS Customer Cancel Appointment Confirmation ................................................................................ 33
Figure 37 ESS Customer Cancel Appointment Success ......................................................................................... 33
Figure 38 ESS Technician Personal Information Startup ...................................................................................... 34
Figure 39 ESS Technician Personal Information for Self ....................................................................................... 35
Figure 40 ESS Technician Personal Information for Someone Else ...................................................................... 36
Figure 41 ESS Technician Scheduled Appointments Found .................................................................................. 37
Figure 42 ESS Technician No Scheduled Appointments Found ............................................................................ 38
Figure 43 ESS Technician Reason for Appointment .............................................................................................. 40
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Figure 44 ESS Technician Enter ZIP Code .............................................................................................................. 41
Figure 45 ESS Technician Enter Another ZIP Code ................................................... Error! Bookmark not defined.
Figure 46 ESS Technician Earliest Available Appointment.................................................................................... 41
Figure 47 ESS Technician Confirm Appointment .................................................................................................. 42
Figure 48 ESS Technician Consent to Messaging Before Consent ........................................................................ 43
Figure 49 ESS Technician No Consent to Messaging Message ............................................................................. 43
Figure 50 ESS Technician Consent to Messaging After Consent, Email and text messages, No to OTP .............. 44
Figure 51 ESS Technician Consent to Messaging After Consent, Email and text messages, Yes to OTP ............. 45
Figure 52 ESS Technician Consent to Messaging After Consent, Email only, No to OTP ..................................... 46
Figure 53 ESS Technician Consent to Messaging After Consent, Email only, Yes to OTP .................................... 47
Figure 54 ESS Technician Language Preference.................................................................................................... 48
Figure 55 ESS Technician Remarks ........................................................................................................................ 48
Figure 56 ESS Technician Review and Submit....................................................................................................... 49
Figure 57 ESS Technician Appointment Scheduled Success ................................................................................. 50
Figure 58 ESS Technician Personal Information for Scheduling for Self ............................................................... 51
Figure 59 ESS Technician Personal Information for Someone Else ...................................................................... 52
Figure 60 ESS Technician Scheduled Appointments Found .................................................................................. 53
Figure 61 ESS Technician Review Existing Appointment Details .......................................................................... 54
Figure 62 ESS Technician Enter ZIP Code .............................................................................................................. 55
Figure 63 ESS Technician Earliest Available Appointment.................................................................................... 55
Figure 64 ESS Technician Select Another Appointment on Same Date at Same Location ................................... 55
Figure 65 ESS Technician Show More Times ........................................................................................................ 56
Figure 66 ESS Technician Confirm Appointment .................................................................................................. 56
Figure 67 ESS Technician Review Appointment Details Showing Updates .......................................................... 57
Figure 68 ESS Technician Appointment Updated Success .................................................................................... 57
Figure 69 ESS Technician Personal Information for Someone Else ...................................................................... 58
Figure 70 ESS Technician Scheduled Appointments Found .................................................................................. 59
Figure 71 ESS Technician Review Appointment Details ....................................................................................... 60
Figure 72 ESS Technician Cancel Appointment Confirmation .............................................................................. 61
Figure 73 ESS Technician Cancel Appointment Success ....................................................................................... 61
Figure 74 ESS Technician Personal Information for Someone Else ...................................................................... 62
Figure 75 ESS Technician No Scheduled Appointment Found .............................................................................. 62
Figure 76 ESS Technician Reason for Appointment .............................................................................................. 63
Figure 77 ESS Technician Enter ZIP Code .............................................................................................................. 63
Figure 78 ESS Technician Earliest Available Appointment.................................................................................... 63
Figure 79 ESS Technician Confirm Appointment .................................................................................................. 64
Figure 80 ESS Technician Consent to Messaging (Someone Else) Before Consent .............................................. 64
Figure 81 ESS Technician No Consent to Messaging Message ............................................................................. 65
Figure 82 ESS Technician Consent to Messaging (Someone Else) After Consent................................................. 66
Figure 83 ESS Technician Language Preference.................................................................................................... 66
Figure 84 ESS Technician Remarks ........................................................................................................................ 67
Figure 85 ESS Technician Review and Submit....................................................................................................... 68
Figure 86 ESS Technician Appointment Scheduled Success ................................................................................. 69

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Design Specifications Document – ESS Screen Package

Design Specification Document Version Information
The first release of this design specifications document as a project deliverable is numbered 1.0.
Subsequent revisions are numbered 1.1, 1.2, 1.3, etc. Content revisions are listed below with corresponding
page numbers.

Version
Number
1.0 (First Release)

Date
April 5, 2022

Content Revisions

Page
#

Revised
by

Original

1.1 (First Revision)
1.2 (Second Revision)

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Design Specifications Document – ESS Screen Package

1. ESS Public UI Walkthrough
1.1. Create Appointment – Self-scheduling
The customer completes the appropriate form in oSSNAP, or the online questionnaire, which
helps the customer determine the need for a post-entitlement appointment, and the customer
receives a link to ESS, which directs the customer to log in via Login.Gov or ID.me (this provides
low-level ROME credentialing) to use ESS to self-schedule an appointment. Once the customer
is logged in, ESS presents a brief description of what the customer can expect from ESS The
customer must view the Terms of Service and Privacy Act Statement to continue. The customer
clicks “Next” to advance to the Terms of Service and Privacy Act Statement. If the customer
does not want to continue, they can click “Exit” to exit ESS.
Because the user is logged in, the user’s name appears in the top banner along with a Sign Out
control.

Figure 1 ESS Customer Home Page

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Figure 2 ESS Customer Terms of Service

The customer clicks “Next” to advance to the Privacy Act Statement or “Exit” if they want to
exit ESS.

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Figure 3 ESS Customer Privacy Act Statement

The customer clicks “Next” to continue.
ESS asks for the reason for the appointment that is “original or replacement social security card
or Post-Entitlement (PE).” For an enumeration appointment the ‘answer’ is passed in from
oSSNAP based on the type of SSN application the customer completed there. In the event the
incorrect reason is selected in oSSNAP (since oSSNAP is unauthenticated), the customer can
change the reason. The selection of original and replacement reasons leads to the same
outcome. For a PE appointment the ‘answer’ is passed in from the online PE questionnaire.

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Figure 4 ESS Customer Reason for Appointment

The customer clicks “Next” to continue.
ESS asks the customer for a ZIP code, so it can find an available appointment nearby. The
customer must also select their preferred contact type. ESS presents three options, in-office,
phone or video.

Figure 5 ESS Customer Enter ZIP Code and Contact Type

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The customer can change the ZIP code to choose an office outside their servicing area.
Customers that are within the servicing area of a Social Security Card Center are only able to
self-schedule with those specific offices.
The customer enters the zip code, selects their preferred contact type and clicks Next to
continue.
ESS displays the first available appointment at the local servicing office associated with the ZIP
code.

Figure 6 ESS Customer Earliest Available Appointment

If the customer finds the time and date acceptable, the customer clicks the button with the
time and date on it and confirms the appointment selection.

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Note: that during this scheduling process, the selected appointment location, date, and time
has been reserved for the individual, and is unavailable for other callers or users in the online
scheduling application.

Figure 7 ESS Customer Confirm Appointment

If the customer accepts the date, but not the time, the customer can click on “Select Another
Time on…”

Figure 8 ESS Customer Show Other Times on Same Date at Same Location

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Figure 9 ESS Customer Show More Times

ESS presents other available appointment times on the same date. ESS displays some of the
available times. The customer can click “Show more times” to view additional start times. If the
customer finds a time and date acceptable, the customer clicks the button with the time on it
and confirms the appointment selection.
If the customer accepts the office location, but not the date, the customer can click Select
Another Date at this Location.

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Figure 60 ESS Customer Select Another Date at This Location

ESS presents other dates at the same office. ESS shows only those dates where the office has at
least one available appointment based on the contact type selected. The number of dates that
ESS shows may exceed the modal box size. In this case, date options are paginated to allow
access to all the dates. The customer selects the desired date by clicking the date button.
ESS presents appointment times on the selected date at the same office location.

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Figure 71 ESS Customer Select Appointment Time

If the customer does not accept the location, the customer can click on Select Another Location.

Figure 12 ESS Customer Select Another Location and Preferred Contact Type

ESS displays the primary servicing office for the ZIP code. The customer can search a new ZIP
code by entering it, their preferred contact type and clicking Next. ESS will refresh the modal,
showing the office assigned for the entered ZIP code.
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ESS presents appointment times on the selected date at the newly selected office location.

Figure 13 ESS Customer Select Appointment Time

When the customer finds an acceptable appointment date, time, and location, the customer
clicks the button with the date and time on it. A confirmation message appears.

Figure 8 ESS Customer Confirm Appointment

Customer clicks Yes, Confirm to continue.

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ESS asks for the customer’s name, if the appointment is for the customer or someone else, as
well as the SSN and date of birth of the individual for whom the appointment is being
scheduled.

Figure 15 ESS Customer Personal Information Before Consenting to Messaging

The customer’s first and last name are required. Middle name and suffix are optional. The
customer must indicate if they are scheduling the appointment personally or for someone else
and the respective date of birth. For enumeration appointments SSN is optional. For PE
appointments SSN is required.

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Figure 16 ESS Consent to Messaging

The customer can consent to receive electronic messages from SSA by clicking the check box. If
the customer does not check the Consent check box and clicks Next, a message appears to
inform the customer that SSA will not send messages and explain what the customer must do
to change update or cancel the appointment and what the customer must do upon arrival at
the appointment.

Figure 97 ESS Customer User Does Not Consent to Messaging

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When checked, ESS asks how the customer would like to receive the messages.

Figure 108 ESS Customer Personal Information After Consent to Messaging – Email and Text Messaging

If the customer’s oSSNAP application or appointment request is completed on behalf of
someone else (at this time, this can be a proper applicant, e.g., parent or legal guardian, and
not a third-party assistor/helper), this page shows the Individual’s name.

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Figure 11 ESS Customer Personal Information Before Consenting to Messaging – Appointment For Someone Else

The customer selects whether they consent to electronic messaging. If the customer consents,
they can enter their email address or phone number.
The customer’s email address and phone number are prefilled if they completed an oSSNAP
application. If the customer is requesting an appointment, they must complete those fields.
If the customer does not want to receive text messages, he or she must select the Email option.

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Figure 12 ESS Customer Personal Information After Consent to Messaging – Email

The customer clicks Next to continue.
ESS asks for the customer’s language preferences.

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Figure 13 ESS Customer Language Preference

ESS asks for both spoken and written language preferences. Both default to English, but the
customer can select another language.
The customer clicks Next to continue.
ESS presents the Review and Submit summary page.

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Design Specifications Document – ESS Screen Package

Figure 14 ESS Customer Review and Submit

The customer reviews and can edit the information on this page.
The Reason for Appointment Edit button takes the customer to the Reason for Appointment
page. If the customer changes the reason, a new appointment date/time and location must be
selected. The customer will traverse the pages in order to complete the scheduling process. ESS
will ‘remember’ the customer’s personal information and language preferences, but these can
be changed, as well.
Selecting the Appointment Edit button takes the customer to the Find Available Appointments
– Enter ZIP Code page. ESS prefills the ZIP Code with the ZIP Code of the previously selected
appointment location. The customer will traverse the pages in order to complete the
scheduling process. ESS will ‘remember’ the customer’s personal information and language
preferences, but these can be changed, as well.

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Personal Information Edit button takes the customer to the Personal Information page. ESS
does not change the appointment date/time or location. The customer continues to language
preference. ESS ‘remembers’ the language preferences.
If the appointment was made on behalf of someone else, the individual’s name appears in the
Personal Information section.

Figure 15 ESS Customer Review and Submit – Appointment for Someone Else

Language Preference Edit button takes the customer to the Language Preference page.
The customer clicks Submit to schedule the appointment.

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Figure 16 ESS Customer Appointment Scheduled Success

If ESS is unable to schedule the appointment (including for technical reasons), a message
appears indicating that something went wrong and asks the customer to try again. Try Again
repeats the Submit action.

Figure 17 ESS Customer Appointment Scheduled Failure

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1.2. Reschedule an Appointment
The customer receives an electronic message from SSA either via email or via email and text,
based on the customer’s selection, with a link to ESS. The customer must use this link to access
the appointment record to modify, reschedule, or cancel the appointment online. If the
customer opted to not receive electronic messages, the customer received a pop-up message
that explains that the customer must contact SSA to make changes.
If the customer schedules the appointment with a technician, the technician offers the
customer a chance to create a One Time Numerical Passcode (OTP) to be able to reschedule,
modify, or cancel the appointment online. The customer receives a confirmation email and/or
text and may use the link included within the message to access ESS. If the customer chooses to
update the appointment using the link, the customer will first log in with existing credentials or
register for a new account. At that point, the customer will enter the OTP to link the scheduled
appointment with the customer’s account.

Figure 18 ESS Customer Enter OTP

Once accepted, the customer proceeds to the ESS Home Page.

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Design Specifications Document – ESS Screen Package

Figure 19 ESS Customer Home Page

The customer must review the Terms of Service and the Privacy Act Statement to continue.
The customer clicks Start to begin.
ESS shows Review Your Appointment Details.

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Design Specifications Document – ESS Screen Package

Figure 20 ESS Customer Review Appointment Details

Type of Appointment cannot be changed without canceling and creating a new appointment.
Selecting the Reschedule Appointment button takes the customer to the Find Available
Appointments – Enter ZIP Code page. ESS prefills the ZIP Code with the ZIP Code of the current
appointment location. The customer may select a new time at the same location, a new date
and time at the same location, or a new location, date, and time. When the customer makes his
or her selection by clicking on the chosen appointment start time, ESS returns to the
Appointment Details and shows the updated information.

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Figure 21 ESS Customer Reschedule Enter ZIP Code

Figure 22 ESS Customer Confirm Appointment

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Figure 23 ESS Customer Review Existing Appointment Details Showing Updates

The Personal Information Update button takes the customer to the Personal Information page.
Your Name is read-only. Clicking Next returns the Customer to the Appointment Details page.

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Figure 24 ESS Customer Update Personal Information

The Language Preference Update button takes the customer to the Language Preference page.

Figure 25 ESS Customer Update Language Preferences

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Any changes are reflected on the Review and Submit page.

Figure 26 ESS Customer Review Existing Appointment Details Showing Updates

After making changes, the customer clicks Submit to finalize the appointment.
Most of the UIs are the same as for the Schedule an Appointment path, except for the following
changes:
•
•

On Personal Information, Your Name is read-only.
After making changes, an UPDATED badge appears next to the update information.

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1.3. Cancel an Appointment
The customer receives an electronic message from SSA with a link to ESS. The customer must
use this link to access the appointment record to modify, reschedule, or cancel the
appointment online. If the customer opted to not receive electronic messages, the customer
must contact SSA to make changes.
The customer must review the Terms of Service and Privacy Act Statement before proceeding.
ESS shows Review Your Appointment Details.

Figure 27 ESS Customer Review Existing Appointment Details

The customer clicks the Cancel Appointment button to cancel the appointment. ESS asks for
confirmation.

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Figure 28 ESS Customer Cancel Appointment Confirmation

If Yes, ESS displays successful cancellation message.

Figure 29 ESS Customer Cancel Appointment Success

If no, ESS returns the customer to Review Your Appointment Details.

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2. ESS Technician Scheduling UI Walkthrough
The UIs presented in this document are part of a larger application that continues to be
developed. The functionality to allow technicians to schedule, reschedule, and cancel PE
appointments is a part of the functionality for this expansion of the application. ESS includes
administrative functionality for Managers to define technician availability and view calendars of
appointments. These components are for administrative purposes only and do not alter the UI
content contained in the following sections that technicians would use to schedule
appointments for customers.
2.1. Schedule Appointment
The technician scheduling process begins with a phone call from a person wishing to make an
appointment. The technician will verify the caller is the proper applicant as well as read the
Privacy Act Statement. The technician will open the Appointment function in ESS and begin to
gather information from the caller.
The technician first asks for the caller’s name. First and last name are required.

Figure 30 ESS Technician Personal Information Startup

The technician then asks for whom the caller is scheduling an appointment. The proper
applicant can call and schedule an appointment. If the caller wants to schedule their own
appointment, the technician asks for the caller’s name and DOB. For enumeration
appointments SSN is an optional field. For PE appointments, SSN is mandatory. If the caller is a
proper applicant for someone else and wants to schedule an appointment, the technician asks
the name and DOB of the number holder or original number applicant as well as the caller’s
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name. If the caller is making an appointment for an original SSN, the technician is not required
to collect the SSN. DOB is required. If the caller is making a PE appointment, SSN is required.

Figure 31 ESS Technician Personal Information for Self

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Figure 32 ESS Technician Personal Information for Someone Else

If the caller wants to schedule an appointment for someone else, the technician asks for that
individual’s SSN (not required for enumeration only), name (first and last required), and DOB.
The technician clicks Next.
ESS checks the ESS database to determine if any appointments exist for the person for whom
the appointment is to be made. If ESS finds any appointments, it displays a list of the
appointments. The technician can then determine if the individual already has an appointment
scheduled.

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Figure 33 ESS Technician Scheduled Appointments Found

If the person for whom the appointment is to be made already has an appointment scheduled
for the same reason, the technician can open the appointment to view its details and make any
required changes, including rescheduling the appointment. Some reasons why there may be
multiple appointments may be:
•
•

The person self-scheduled multiple times using ESS.
The person has a name and DOB that are the same as another person(s) who have
appointments with the SSA, which may happen if an SSN is not provided.

If no existing appointments are found, ESS displays the results page with a message indicating
that no results were found.

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Figure 34 ESS Technician No Scheduled Appointments Found

Once the technician has gathered information about the person for whom the appointment is
being made, the technician asks about the reason for the appointment.

Figure 35 ESS Technician Reason for Appointment

In this expansion of ESS, the reason for an appointment is either Enumeration or PostEntitlement.

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Figure 364 ESS Technician Reason for Appointment – Enumeration

In enumeration cases, the technician asks if the individual has started an online application in
oSSNAP.
•

•

If Yes, ESS asks if the individual has the Online Control Number associated with the
application in oSSNAP.
o If Yes, ESS asks for the Online Control Number.
If No or Doesn’t know, the technician may continue to the next step.
Note: Technicians will be able to select “Yes” that the customer has an Online Control
number, not input the control number, and remind the customer to bring the number to
their appointment if the customer does not have the number readily available.

If the customer is not attempting to obtain an SSN card, the technician asks the customer
questions to identify their needs.

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Figure 45 ESS Technician Reason for Appointment – Post-Entitlement

If the customer requires a PE appointment, the technician makes the corresponding selection in
the What can I help you with? field. The technician will ask the customer additional questions
to complete the required ‘Which of these best describes the reason for your appointment?’
field. The technician will be able to select from Title 2/Concurrent, Title 16, Medicare or Other.
The technician will also use the information obtained from the conversation to select an option
in the ‘Provide additional details about the appointment’ field.
The technician clicks Next.
ESS asks for a ZIP code and the customer’s preferred contact type, so it can find an available
appointment at the caller’s local field office.

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Figure 46 ESS Technician Enter ZIP Code

The technician enters the zip code and contact type provided by the customer and clicks Next
to continue.
ESS displays the first available appointment at the local servicing office associated with the ZIP
code.

Figure 377 ESS Technician Earliest Available Appointment

The technician provides the proposed date and time to the caller (earliest date and time
available).
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Note: that during this scheduling process, the selected appointment location, date, and time
has been reserved for the individual, and is unavailable for other callers or users in the online
scheduling application.
If the caller finds the time and date acceptable, the technician clicks the button with the time
and date on it and confirms the appointment.

Figure 388 ESS Technician Confirm Appointment

The technician clicks Yes to continue.
For a review of the UIs involved in finding an appointment location, date, and time, please refer
to the ESS Public UI Walkthrough (starting on page 3). The Public and Technician applications
share similar design concepts.
The technician informs the caller that SSA can send a confirmation message, reminders, and
check-in instructions for the appointment by text and email, which the caller can opt out of at
any time.

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Figure 399 ESS Technician Consent to Messaging Before Consent

If the caller does not consent to receiving electronic messages, when the technician clicks Next,
a message appears to remind the individual that he or she will not receive messages about this
appointment. The technician reads this message to the caller.

Figure 50 ESS Technician No Consent to Messaging Message

If the caller agrees to receiving electronic messages, the technician checks the box indicating
the caller’s consent to the electronic messages. The technician asks how the caller would like to
receive messages:
•
•

If the caller indicates Email, the technician asks for and enters the caller’s email address.
If the caller indicates both Email and text messages, the technician asks for and enters
the caller’s email address and mobile phone number.

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Figure 51 ESS Technician Consent to Messaging After Consent, Email and text messages, No to OTP

If the caller consents to receiving electronic messages, the technician also asks the caller to
create an OTP to modify the appointment online. The caller may decline. If the caller agrees,
the technician asks for a four-to-six numerical passcode, which the technician documents.

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Figure 52 ESS Technician Consent to Messaging After Consent, Email and text messages, Yes to OTP

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Figure 53 ESS Technician Consent to Messaging After Consent, Email only, No to OTP

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Figure 54 ESS Technician Consent to Messaging After Consent, Email only, Yes to OTP

The technician clicks Next.
ESS asks for the individual’s language preferences.

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Figure 55 ESS Technician Language Preference

ESS asks for both spoken and written language preferences. Both default to English, but the
technician can select another language for the individual, as needed.
The technician clicks Next to continue.
ESS asks for any remarks from the caller, individual, and/or technician. The technician may
enter up to 2,500 characters. For enumeration appointments, the oSSNAP Online Control
Number will be added automatically to the Remarks if it was supplied in an earlier step. The
remarks are locked after being entered by technicians and cannot be deleted or over keyed.

Figure 56 ESS Technician Remarks

The technician clicks Next.
ESS displays a review page, listing all the information provided about the appointment.

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Figure 57 ESS Technician Review and Submit

The technician will review this page with the caller and edit as needed.
The Reason for Appointment Edit button returns to the Reason for Appointment step. If the
technician changes the reason for the appointment, a new appointment location, date, and
time, must be selected. The technician will then step through the Consent to Messaging,
Language Preferences, and Remarks pages again, with the previously entered information still
there.
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The Appointment Details Edit button returns to the Select Appointment – Enter ZIP Code page.
ESS prefills the ZIP code with the ZIP code of the previously selected office location, and
preferred contact type. The technician will use the same UIs to find a new appointment
location, date, and time for the individual. The technician will then step through the Consent to
Messaging, Language Preferences, and Remarks pages again, with the previously entered
information still there.
The other Edit buttons return to their respective pages in the scheduling flow.
Once satisfied with the appointment details, the technician clicks Submit to schedule the
appointment.

Figure 58 ESS Technician Appointment Scheduled Success

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2.2. Reschedule, Modify, or Cancel an Appointment
Rescheduling, modifying, and cancelling appointments start with the technician verifying the
caller is the proper applicant as well as reading the Privacy Act Statement.
The technician will open the Appointment function in ESS and begin to gather information from
the caller.

Figure 59 ESS Technician Search for Existing Appointment by SSN

The technician then asks for whom the caller is scheduling an appointment. The caller can
reschedule, modify, or cancel an appointment if the caller made the original appointment. If the
caller wants to reschedule, modify, or cancel an appointment, the technician asks for the
caller’s SSN. If the caller has an appointment for an original SSN, the technician is not required
to collect the SSN. Name and DOB are required. For PE appointments, SSN is required.

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Figure 60 ESS Technician Search for Existing Appointment by Name and DOB

If the caller wants to reschedule, modify, or cancel an appointment for someone else, the
technician asks for that individual’s SSN, name (first and last required), and DOB. The technician
clicks Search. If the technician does enter the required fields an error message will appear, and
the technician will be unable to proceed to the next screen.
ESS checks whether other appointments have been scheduled for the person for whom the
appointment was made. If ESS finds multiple appointments, it displays a list of the
appointments. The technician can then determine which of the appointments is relevant to the
caller.

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Figure 61 ESS Technician Scheduled Appointments Found

To reschedule, modify, or cancel, the technician must locate and open the appointment record.
The appointment record looks much like the Review and Submit page from the scheduling
process, except where there were Edit buttons, Update buttons and a Reschedule button now
exist.

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Design Specifications Document – ESS Screen Package

Figure 62 ESS Technician Review Existing Appointment Details

To update any of the information, the technician clicks the Update button to revisit that section
of the scheduling process.
To reschedule the appointment, the technician clicks Reschedule Appointment, which revisits
the Select Appointment – Enter ZIP Code page. As when editing the original appointment, ESS
prefills the ZIP code with the ZIP code of the previously selected office location and the
customer’s preferred contact type. The technician will use the same UIs to find a new
appointment location, date, and time for the individual.
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Figure 63 ESS Technician Enter ZIP Code

Figure 64 ESS Technician Earliest Available Appointment

Figure 6540 ESS Technician Select Another Appointment on Same Date at Same Location

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Figure 416 ESS Technician Show More Times

Figure 427 ESS Technician Confirm Appointment

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Figure 68 ESS Technician Review Appointment Details Showing Updates

Figure 69 ESS Technician Appointment Updated Success

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To cancel the appointment, the technician clicks the Cancel Appointment button at the bottom
of the page. ESS asks for confirmation and presents a successful cancellation message at the
end.

Figure 70 ESS Technician Search for Existing Appointment by SSN

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Figure 71 ESS Technician Scheduled Appointments Found

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Figure 432 ESS Technician Review Appointment Details

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Figure 73 ESS Technician Cancel Appointment Confirmation

Figure 74 ESS Technician Cancel Appointment Success

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2.3. Schedule Appointment for Someone Else

Figure 75 ESS Technician Personal Information for Someone Else

Figure 76 ESS Technician No Scheduled Appointment Found

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Figure 77 ESS Technician Reason for Appointment

Figure 448 ESS Technician Enter ZIP Code and Customer Preferred Contact Type

Figure 79 ESS Technician Earliest Available Appointment

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Figure 80 ESS Technician Confirm Appointment

Figure 81 ESS Technician Consent to Messaging (Someone Else) Before Consent

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Figure 82 ESS Technician No Consent to Messaging Message

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Figure 83 ESS Technician Consent to Messaging (Someone Else) After Consent

Figure 84 ESS Technician Language Preference

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Figure 85 ESS Technician Remarks

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Figure 456 ESS Technician Review and Submit

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Figure 467 ESS Technician Appointment Scheduled Success

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SSA will insert the following PRA Statement into the form as soon as possible:
Paperwork Reduction Act Statement - This information collection meets the requirements of 44 U.S.C.
§ 3507, as amended by section 2 of the Paperwork Reduction Act of 1995. You do not need to answer
these questions unless we display a valid Office of Management and Budget (OMB) control number. We
estimate that it will take about 3 minutes to read the instructions, gather the facts, and answer the
questions. Send only comments regarding this burden estimate or any other aspect of this collection,
including suggestions for reducing this burden to: SSA, 6401 Security Blvd, Baltimore, MD 212356401.

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