Challenge 1: Data Fragmentation and Silos

The Problem

Modern government agencies generate massive amounts of data, but fragmented systems and siloed environments prevent them from forming a cohesive view of user behavior. The Social Security Administration (SSA) is no exception. SSA manages interactions across multiple platforms and channels—from field offices and call centers to online services and automated phone systems. Without unified data integration, it is difficult for SSA to track user journeys across these touchpoints, identify service bottlenecks, or gain actionable insights into customer behavior.

Focus

Tracking SSA Customer Traffic to Build a Unified Journey

The SSA handles millions of daily interactions across a variety of environments, including:

• Field office visits for in-person services.
• Call center inquiries to resolve specific issues.
• Online transactions for learning, applying, record updates, etc.

Each interaction is recorded in a separate system, which makes it difficult for SSA to track how customers move between channels or identify where they face challenges. For instance:

• A user may start online to update a record, call customer service for clarification and an appointment, and then visit a field office to complete the process.
• Without integrated systems, these interactions remain isolated, preventing SSA from identifying common issues or service gaps.

The Consequences

• Limited operational insights—SSA cannot see the full picture of how customers engage with their services, leading to fragmented problem-solving approaches.
• Missed opportunities for optimization—Without understanding traffic trends, SSA struggles to improve customer flow across environments. Reduced user satisfaction—When customers encounter repeated obstacles or delays, trust in SSA services declines.

The Progress

SSA is working to pilot an environment unification initiative to consolidate customer traffic across all service applications.

• Unified user journey mapping—By integrating data from online portals, call centers, and field offices, SSA can build a comprehensive view of customer behavior.
• Trend analysis with predictive analytics—MissionIQ enables SSA to identify common user paths and predict where customers are likely to encounter confusion, delays, or require additional assistance.
• Proactive service improvements—With real-time insights, SSA can redirect resources to high-traffic channels, resolve bottlenecks, and streamline service delivery.

By breaking down data silos, SSA is creating a seamless, efficient, and user-centered service experience that reflects the needs of its 70+ million beneficiaries.