Appointment Scheduling Calendar (ASC)

The Appointment and Scheduling Calendar (ASC) allows for both customer self-scheduling and technician assisted scheduling through an electronic scheduling tool through the ASC platform for initial claims appointment requests. ASC facilitates both customer self-scheduling and technician scheduling, allowing SSA to collect essential information from customers, including their name, Social Security number, zip code, telephone number, and email address. Additionally, customers have the option to consent to electronic messaging or to opt out, as well as specify their preferred method of communication (email or text), language preference, preferred service office, and appointment day and time preferences. SSA uses this information to schedule in-office, phone, or video appointments for processing enumeration, PE actions, or initial claim appointments. Customers scheduling their PE or initial claim appointments through a technician have the option to create a one-time passcode, enabling them to securely update their appointment online. The technician documents this one-time passcode along with the customer's other appointment preferences. Customers begin the process by accessing SSA.gov and engaging an online questionnaire to determine the nature of their business. If applications are available for customers to self-serve, the system routes them to those applications to complete their business. If not, customers are given the option to self schedule an appointment through ASC. If the customer moves forward, the system directs them to create a credential using Login.gov or ID.me. Once they complete credentialing, customers access ASC to complete required screens and fields to select a date and time for an appointment with an SSA field office (FO) to provide the proofs necessary to obtain a replacement or original SSN card or complete a PE action. Upon completing the required screens and fields, the system presents customers with a screen to review and submit all of the data they input regarding the requested appointment. If customers encounter issues with ASC, or they need to request an appointment type which requires technician assistance (e.g., scheduling, rescheduling, or cancelling PE or initial claims appointments), they may contact SSA by phone to have an FO or Telephone Service Center (TSC) technician schedule their appointment. Technicians follow existing processes and policies to identify the caller as a legitimate customer, and converse with the customer to determine the nature of their business and if they require an appointment. If the technician determines the customer needs an appointment, the technician accesses ASC and completes the required screens and fields for the enumeration, PE appointment, or for an initial claim appointment. Once the technician completes the ASC screens, the technician can review all of the information the customer provided with the customer. If the customer indicates it is correct the technician submits and schedules the appointment. We conduct this information collection each time a customer accesses the online tool or contacts SSA by phone to schedule an appointment. The respondents are individuals looking to schedule their SSA visit, either through self-scheduling or technician assisted modalities, using ASC. We are making De Minimus IT Modification Changes to ASC screens to better clarify the instructional language.

The latest form for Appointment Scheduling Calendar (ASC) expires 2028-08-31 and can be found here.

ASC Internet Screens - Respondent Input

Federal Enterprise Architecture: Income Security - General Retirement and Disability