United States General Accounting Office GAO Report to the Chairman, Subcommittee on Social Security, Committee on Ways and Means, House of Representatives May 1997 SSA BENEFIT ESTIMATE STATEMENTS Additional Data Needed to Improve Workload Management GAO/HEHS-97-101 United States GAO General Accounting Office Washington, D.C. 20548 Health, Education, and Human Services Division B-266284 May 20, 1997 The Honorable Jim Bunning Chairman, Subcommittee on Social Security Committee on Ways and Means House of Representatives Dear Mr. Chairman: The Congress enacted legislation in 1990 requiring that the Social Security Administration (SSA) begin providing the public with annual statements about its Social Security earnings records and estimates of the amount of benefits individuals may receive. These statements, called Personal Earnings and Benefit Estimate Statements (PEBES), have been available to the public upon request since 1988; however, the legislation required SSA to start sending these statements automatically in fiscal year 1995 to workers reaching age 60 and older. Starting in fiscal year 2000, SSA must mail the PEBES annually to nearly every U.S. worker aged 25 and older—an estimated 123 million people. SSA projects that this effort will cost almost $77 million in fiscal year 2000 alone, including $48 million for production costs, such as printing and mailing the statement, and $29 million for personnel costs. The PEBES supplies workers with information about their earnings as recorded by SSA and their eligibility for Social Security retirement, survivors, and disability benefits. In addition, the statement provides estimates of these benefits and explains Social Security programs, instructing individuals to call SSA if they have questions or believe their earnings information is incorrect. The public depends on SSA to maintain accurate earnings records because individuals’ benefits are based on these records. Most of SSA’s PEBES work involves handling the public’s questions and making necessary corrections to individual earnings records. As SSA implements the PEBES requirements, it is facing increasing responsibilities in many other areas as well. By the year 2015, when baby boomers begin entering their mid-60s, the number of individuals receiving benefits will reach an estimated 50.4 million, a much larger number than the 37.4 million individuals receiving Social Security retirement and survivors benefits in 1995. Meanwhile, the Congress and SSA have begun to emphasize providing the public with service that is timely, accurate, and courteous. In the current fiscal environment, SSA is struggling to manage its growing workloads and responsibilities with fewer resources. Page 1 GAO/HEHS-97-101 SSA Needs More Data About PEBES B-266284 Concerned about the success of the PEBES initiative, you asked us to examine SSA’s progress in implementing the PEBES requirements. In our previous PEBES testimony and report, we addressed how effectively the PEBES conveys information to the public and the reasonableness of its benefit estimates.1 This report addresses the PEBES’s impact on SSA’s work—specifically, how well SSA has prepared for the increasing workload resulting from implementing the PEBES requirements and whether SSA’s PEBES management and performance could be improved. To perform our review, we examined the results of the tests SSA used to estimate its future work requirements, SSA’s PEBES budget, and workload statistics from 1995 and 1996. In addition, we met with SSA officials from the PEBES project and retirement benefits experts. We also met with SSA staff who respond to public inquiries and observed them as they answered almost 100 telephone calls. We conducted our work from October 1996 to March 1997 in accordance with generally accepted government auditing standards. SSA officials believe they will be able to handle the increasing work Results in Brief expected to result from the PEBES initiative; however, they lack enough information upon which to base this conclusion. Even though SSA has made two test mailings to estimate the effects of sending mandated statements and has more than 2 years’ experience in mailing the PEBES, the agency has not collected reliable data on either the number of people who call or visit SSA with PEBES questions or the number of earnings corrections resulting from the PEBES mailings. SSA could better manage the potential workload resulting from the PEBES initiative if it began now to collect more complete and accurate data on the effects of mailing the mandated statements. With these data, the agency could monitor the volume of work, assess the adequacy of its implementation plans, and have an early warning of problems so that it could adjust its plans before service to the public would be impeded. For example, if SSA would find that it needs additional staff to answer telephone calls, it may need lead time to install more telephones and train additional staff. Without adequate advance warning to complete these activities, callers may have to endure longer waiting times. Moreover, better data on the reasons people call and the problems they are having with their PEBES would provide SSA with valuable information to help improve the statement. 1 SSA Benefit Statements: Statements Are Well Received by the Public but Difficult to Comprehend (GAO/T-HEHS-96-210, Sept. 12, 1996) and SSA Benefit Statements: Well Received by the Public but Difficult to Comprehend (GAO/HEHS-97-19, Dec. 5, 1996). Page 2 GAO/HEHS-97-101 SSA Needs More Data About PEBES B-266284 The Omnibus Budget and Reconciliation Acts of 1989 and 1990 require SSA Background to provide most workers aged 25 and older with annual unsolicited PEBES statements starting in fiscal year 2000.2 The PEBES supplies information to workers on their year-by-year earnings as recorded by SSA, their eligibility for Social Security retirement, survivors, and disability benefits, and the estimated dollar amount of these benefits.3 The statement also describes Social Security programs and benefits.4 The legislation requires that SSA mail the PEBES according to the schedule shown in table 1. Table 1: PEBES Mandated Mailing Requirements and Schedule Individuals to receive Fiscal year PEBES SSA’s volume estimates 1995 Age 60 and over 6.7 milliona 1996-1999 Turning 60 during the year 1.6 to 1.8 million annually 2000 and beyond Age 25 and older 123 million annually a This is SSA’s total of mandated statements actually mailed in fiscal year 1995. SSA officials have, however, modified this schedule to better manage the impending workload. SSA assumes that individuals are most likely to contact the agency with questions or earnings corrections when they receive their first mandated PEBES because in many cases this will be the first time they have received a notice from SSA. Therefore, SSA officials decided to mail a larger number of statements earlier than fiscal year 2000 to distribute the work involved in first-time mailings over several years. Under SSA’s accelerated schedule, more than 70 million individuals will receive their first PEBES before fiscal year 2000, leaving just over 50 million to receive their first PEBES in fiscal year 2000. Table 2 compares the volume of statements to be mailed according to SSA’s accelerated mailing schedule with that to be mailed according to the mandated mailing schedule as required by the PEBES legislation. 2 The 1989 act required SSA to send a PEBES every 2 years to those who have a Social Security number, have wages or net earnings from self-employment, are not currently receiving Social Security benefits, and have a current address obtainable by SSA. The act was amended in 1990 to require annual mailing of these statements. 3 The legislation requires estimates of retirement benefits only for individuals aged 50 and older. SSA, however, has chosen to provide retirement benefit estimates to individuals of all ages to simplify the preparation of the statements. 4 App. I contains a copy of a 1996 PEBES, which has been slightly reduced to fit on the page. Page 3 GAO/HEHS-97-101 SSA Needs More Data About PEBES B-266284 Table 2: Comparison of SSA’s Mailing Volume Estimates for the Mandated In millions and Accelerated Schedules Fiscal year 2000 and 1995a 1996 1997 1998 1999 beyond Mandated 6.7 1.6 1.7 1.8 1.8 123.0 Acceleratedb 6.7 5.0 10.0 20.0 30.0 123.0 a For fiscal year 1995, SSA mailed a PEBES only to those required by the mandated schedule, individuals turning age 60 or older. b The accelerated schedule began in fiscal year 1996, when SSA mailed a PEBES to individuals turning age 60, as mandated, as well as those turning age 58 and 59 during the year. As SSA continues the accelerated schedule in subsequent years, it will mail a PEBES to increasingly younger people until people as young as 25 receive a PEBES in fiscal year 2000. SSA’s goals for the PEBES include to (1) better inform the public of potential benefits under SSA’s programs, (2) help individuals plan for their financial futures, and (3) help individuals ensure that their Social Security earnings records are complete and accurate. Accurate records are important because both an individual’s eligibility for benefits and the amount of benefits are based on the earnings recorded by SSA. Without the PEBES, individuals would most likely learn of inaccuracies in their earnings records5 only when they file a claim for benefits. By reviewing their PEBES, however, individuals can identify problems with their earnings records earlier. This early identification is thought to be less time consuming for SSA and the public because the information needed to correct the problem, such as a copy of the W-2 form showing the earnings in question, is more likely to be readily available closer to the time earnings are reported to SSA. The PEBES Process Individuals have been able to request a PEBES from SSA since 1988, and about four million people have done so each year.6 Therefore, as SSA began its preparations for the unsolicited mailings, it had some experience with issuing relatively small numbers of the PEBES to serve as a basis for the larger mailings. The work of mailing the PEBES falls into two categories: 5 Overall, the chance of SSA’s incorrectly recording a wage is slight. According to SSA’s Accountability Report for Fiscal Year 1996, 99 percent of reported earnings are posted accurately to individuals’ records. This accuracy rate, however, still results in more than 2 million in earnings items each year that cannot be linked to specific individuals’ records. 6 To enable individuals who request a PEBES to more easily obtain one, SSA began providing the statement through the Internet in March 1997. This immediately raised privacy and security concerns, prompting SSA to suspend the service. For more information on this issue, see Social Security Administration: Internet Access to Personal Earnings and Benefits Information (GAO/T-AIMD/HEHS-97-123, May 6, 1997). Page 4 GAO/HEHS-97-101 SSA Needs More Data About PEBES B-266284 (1) steps taken before the statements are mailed and (2) steps resulting from mailing the statements. Figure 1 depicts the process SSA uses to issue the PEBES. Figure 1: The PEBES Work Process Page 5 GAO/HEHS-97-101 SSA Needs More Data About PEBES B-266284 Most of the work done before mailing the PEBES is computerized or contracted out. For example, SSA uses its computers to compile information from each individual’s earnings record and calculate the benefit estimate. SSA then electronically transmits this information to a contractor for printing and mailing the statements. After individuals receive the statements, those who have questions or discover problems with their earnings as recorded may contact SSA. Unlike the work required before mailing the PEBES, responding to these questions and earnings problems can be time consuming and labor intensive. Individuals who have questions or problems about their PEBES have options for contacting SSA: calling SSA’s national 800 number, which is answered at 1 of the 37 teleservice centers; calling or visiting one of SSA’s 1,300 field offices; or calling a PEBES-specific 800 number, which is answered by staff in the Division of Certification and Coverage (DCC) of the Office of Central Records Operations (OCRO). OCRO maintains records of individuals’ earnings and prepares benefit computations. The PEBES- specific 800 number appears in the statement to encourage PEBES recipients to contact SSA through DCC; however, individuals also can and do contact the teleservice centers and field offices7 with PEBES questions. Workers in all of these offices can answer public inquiries, which range from simple questions about the reason SSA sends out the statement to detailed questions about SSA’s programs and benefits. In addition, when individuals identify earnings problems, workers can sometimes resolve them during the initial contact with the individual. Other earnings problems, however, are more time consuming. For example, if the earnings occurred before 1978, SSA staff may have to manually search through older records on microfiche to identify the problem, or SSA may have to wait for the individual to document the earnings in question to correct the problem. Although SSA officials believe the agency will be able to handle the SSA Lacks increasing work likely to result from the PEBES initiative, they lack Information Needed sufficient information to ensure that SSA is fully prepared for this to Effectively Prepare workload. Specifically, SSA has not collected reliable data on either the number of people who contact SSA with questions about the PEBES or the for Future PEBES number of earnings corrections resulting from the PEBES mailings. Workload 7 As required by the Congress, many of the field office numbers are listed in the telephone book. Page 6 GAO/HEHS-97-101 SSA Needs More Data About PEBES B-266284 SSA Lacks Information on SSA officials believe they will be able to handle the work expected from the Results of the PEBES future PEBES mailings; however, in making this assessment, SSA has relied Mailings on information that is less complete and useful than it could be. To estimate the effects of the mandated PEBES mailings on its staffing and operations, SSA conducted two tests. The first test, completed in 1994, tracked the work resulting from mailing the PEBES to a sample of more than half a million individuals aged 26 through 65. In conducting this test, however, SSA did not collect reliable data on the number of people who contacted SSA with questions about the PEBES or the reasons for these inquiries. SSA asked workers in the field offices and teleservice centers to manually tally the inquiries resulting from the test mailings, but some SSA officials expressed doubt about the accuracy of data collected using this approach. They said that manual tallies often do not provide SSA with dependable information. For example, officials told us that they believed these staff did not consistently record all PEBES-related contacts and some staff included other types of contacts in their tallies. SSA collected data on the volume of calls DCC handled through its telephone system; however, it could not identify how many of these inquiries were related to the test mailings. The second test was designed, in part, to estimate the effect on the volume of inquiries of mailing the PEBES to the same individuals 2 years in a row. This information should help SSA test its assumption that people are most likely to contact the agency about their PEBES the first time they receive a statement. On the basis of this assumption, SSA believes that the PEBES workload will peak in fiscal year 2000 and quickly plateau at a lower level. If SSA’s assumption is correct, then its strategy of mailing a PEBES to more than half the individuals targeted to receive a PEBES before fiscal year 2000 will indeed help distribute the work over the next few years, and the PEBES workload will decrease quickly after fiscal year 2000. On the other hand, if SSA’s assumption is incorrect, it will be harder to predict when the volume of PEBES work will level off or begin to decrease. Consequently, staff that SSA assumes will be available for other work after fiscal year 2000 would still be needed to do the PEBES work. Although the test was conducted in 1995, SSA has yet to complete its analysis—nearly 2 years after collecting the needed data. Now that SSA has begun mailing the PEBES under its mandated and accelerated schedules, it can monitor the actual impact of the PEBES mailings on its operations. As with the test mailings, however, SSA is not collecting sufficient data on the volume of and reasons for the PEBES inquiries from the workers who deal directly with the public. As with the Page 7 GAO/HEHS-97-101 SSA Needs More Data About PEBES B-266284 first test, SSA has collected data on the volume of calls handled through DCC’s telephone system, but it cannot identify the number of such calls that relate to the mandated PEBES. In addition, neither the 800-number teleservice representatives nor field office personnel track the volume of PEBES-related inquiries they receive. Moreover, SSA cannot determine the number of earnings corrections resulting from the PEBES mailings. SSA staff at teleservice centers, field offices, and DCC may make earnings corrections for different reasons, some of which do not relate to the PEBES mailings. For example, when the computer records new earnings in individual earnings records, the program used to enter the data also identifies potential problems. SSA staff then review these potential problems in the earnings records and make corrections if needed. Although SSA collects data on the total number of earnings corrections made agencywide, it cannot differentiate PEBES-related corrections from corrections made for other reasons. SSA Cannot Be Sure It Is Because SSA has not fully tested or monitored the PEBES’s impact, the Prepared for Future agency does not know whether it will be able to effectively manage the PEBES Work impending PEBES work. According to its fiscal year 1998 budget, SSA would continue to direct most—an estimated 80 percent—of the PEBES work to DCC through fiscal year 2001. The budget projects that the number of DCC employees needed to complete this work will grow from 88 of its current 830 employees in fiscal year 1997 to an estimated 560 in fiscal year 2000, when SSA begins mailing 123 million mandated statements per year.8 SSA officials told us, however, that they recognize that DCC, as early as fiscal year 1999, will not be able to absorb all of the future PEBES work while also performing all of its other duties. In response to this situation, agency officials plan to shift some of the PEBES work to other units; however, they have not developed an explicit time table for this nor have they decided where to shift this work. To make this decision, SSA officials would have to compare the demands of the PEBES work with the ongoing work of other units. For example, SSA is considering directing the PEBES work to the teleservice centers by changing the telephone number listed on the PEBES to the national 800 number. Yet, as we have found in our ongoing work, staff answering the national 800 number have struggled to keep pace with the rapidly growing call volumes, and SSA has initiated steps to improve callers’ access and 8 The budget refers to work-years, which in this context equals roughly the number of SSA employees required to complete this work. Page 8 GAO/HEHS-97-101 SSA Needs More Data About PEBES B-266284 reduce waiting times.9 If SSA directs the PEBES calls to the national 800 number without better data on the actual volume of PEBES-related calls it anticipates, it may overburden the teleservice centers and diminish the national 800 number’s level of service. Moreover, SSA needs to begin collecting complete data on the volume of PEBES inquiries now to allow sufficient lead time to prepare for any shift in handling the PEBES work. For example, if additional staff are needed to answer telephone calls, these staff may need training on the PEBES requirements or on answering PEBES-related questions. In addition, SSA may need to install more telephones or related support equipment. If lead time to complete these activities is insufficient, callers may have to endure longer waiting times and poor service once they reach a telephone representative. Finally, the option of shifting work to other units does not account for the possible need for additional help for the field offices. If field offices receive more calls or visitors due to the PEBES than they can handle, their levels of service may suffer. Several field office managers told us that relatively few PEBES recipients have contacted their office with questions to date, but some expressed concern about what they believe will be a likely increase in calls and visits to their offices in fiscal year 2000. SSA could improve implementation of the PEBES initiative by collecting Collecting and Using more complete data on the volume of and reasons for work resulting from Key Data Could the PEBES mailings. Better data on the reasons for inquiries resulting from Improve PEBES’s PEBES mailings could also help SSA improve the statement by identifying parts of the statement that do not communicate clearly. Workload Management Improving PEBES More complete data on the effects of mandatory PEBES mailings would help Implementation SSA determine these mailings’ potential impact on its operations, monitor its ability to manage this growing workload, and make timely adjustments to its implementation plans if needed. These data would help SSA decide when and where to shift the PEBES work as it becomes too much for DCC to handle. Specifically, SSA could collect more complete data on the number of people who contact the agency with PEBES questions, the reasons for their calls and visits, and the number of corrections made to earnings 9 Social Security Administration: More Cost-Effective Approaches Exist to Further Improve 800- Number Service (GAO/HEHS-97-79, forthcoming report). Page 9 GAO/HEHS-97-101 SSA Needs More Data About PEBES B-266284 records as a result of the PEBES mailings. For example, SSA could systematically collect more detailed data from the DCC telephone staff who have regular contact with the public. By making minor revisions to the types of data staff collect for each telephone call, SSA could identify both the number of calls that relate to the mandated mailings and the number that result in earnings corrections. In addition, SSA could begin to collect data on the number of PEBES-related calls to the national 800-number representatives.10 SSA could also consider collecting more detailed data on earnings corrections to allow it to differentiate PEBES-related corrections from corrections made for other reasons. Information on the workload effects of the mandatory mailings could also indicate the need for more fundamental changes. For example, if SSA finds it has underestimated the volume of work resulting from PEBES mailings and it cannot handle this work without diminishing other services to the public, one option would be to pursue actions to permit mailing the statements less often. This would, however, require congressional action. Although most private pension programs mail yearly statements to their participants, none mails to 123 million people. We asked several benefit experts for their opinions on how often the PEBES should be mailed to individuals, but we found no consensus. Some believe that the PEBES should be mailed annually, while others believe that a less frequent mailing schedule would be adequate. SSA received more consensus from the public on this subject. The majority of those responding to two public opinion surveys conducted by SSA replied that they would be satisfied with less frequent than annual PEBES mailings. For example, if SSA adopted a 3-year staggered cycle, it would mail approximately 41 million statements a year in fiscal year 2000 and beyond rather than the projected 123 million annual statements currently planned. This approach would also reduce the estimated annual $48 million of production costs by one-third. Improving PEBES In addition to aiding SSA by providing early warnings of future problems, Redesign Effort more detailed and complete information on the volume of and reasons for inquiries resulting from PEBES mailings could be used to help SSA ensure that the PEBES communicates information to the public clearly and effectively. We concluded in our December 1996 PEBES report that the current statement does not clearly convey some of the complex benefit and program information it contains. For example, PEBES 800-number 10 The number of PEBES-related calls could be obtained as part of a larger effort to gather detailed information on the reasons people call the national 800 number. In our forthcoming report on SSA’s national 800-number service, we discuss the benefits of collecting more detailed data, which SSA could use to better and more cost-effectively serve the public. Page 10 GAO/HEHS-97-101 SSA Needs More Data About PEBES B-266284 telephone representatives told us that the public often asks questions about the PEBES’s explanation of family benefits.11 These benefits are hard to explain because their amounts depend on several factors. We recommended that SSA revise the PEBES to improve its layout and design and to simplify explanations. We also concluded that SSA can ensure that its current redesign project targets the most significant weaknesses by systematically obtaining more detailed information on the volume of and reasons for PEBES inquiries being handled by the workers who deal directly with the public. Information on the reasons for these inquiries could help SSA better determine which parts of the statement pose problems for recipients. Clarifying the PEBES could help to prevent unnecessary inquiries, reducing some of the future PEBES work. In response to our findings, SSA has recently begun collecting more detailed information on the reasons for calls DCC handles. SSA’s current redesign effort is expected to produce a new PEBES for the 1999 mailings. The PEBES will be sent to nearly every U.S. worker aged 25 and older in Conclusions fiscal year 2000 and beyond; yet SSA has not taken the necessary steps to ensure that it is fully prepared for the potential workload. For SSA to better manage the PEBES initiative and increase the likelihood of its success, the agency needs to collect more complete data on the number of people who contact SSA with questions about the PEBES, the reasons for their calls and visits, and the number of corrections made to earnings records as a result of the PEBES mailings. SSA needs to begin now to collect this information so that it has enough time to make any adjustments for handling the PEBES workload without compromising service to the public. In addition, SSA needs to begin using these data in its current effort to redesign the PEBES for its 1999 statement. To better manage the PEBES initiative, we recommend that SSA Recommendation to systematically collect more detailed feedback from the workers who deal the Commissioner of directly with the public on the number of and reasons for PEBES inquiries Social Security and more detailed information on the number of earnings corrections specifically linked to the PEBES mailings. In commenting on a draft of this report (see app. II), SSA said that it Agency Comments believes its current approach enables it to effectively monitor the PEBES and Our Evaluation 11 SSA uses the term “family benefits” to refer to benefits paid to a worker’s spouse or young children when the worker is retired or disabled. Page 11 GAO/HEHS-97-101 SSA Needs More Data About PEBES B-266284 workload and assess the need for any changes in the process. SSA stated that it has had 2 full years of experience with the PEBES workload and believes that the data it currently collects on the number of PEBES-related inquiries and earnings corrections are sufficient to project likely future work. We still believe, however, that SSA officials lack sufficient information to ensure that SSA is fully prepared for the PEBES workload and that the agency could better manage the potential workload with more complete and accurate data on the effects of mailing the mandated statements. Although SSA does collect data on certain aspects of the PEBES work, these data are either not detailed enough or do not accurately reflect work resulting from mandated PEBES mailings. For example, SSA officials stated that the data collected from both the PEBES-specific 800 number and SSA’s system for reviewing a sample of national 800-number calls provide enough information to project the future PEBES-related inquiry workload. SSA cannot identify, however, how many PEBES-specific 800-number calls relate to the mandated PEBES mailings and how many calls result in earnings corrections. SSA officials also stated that the data SSA collects on the number of earnings corrections completed before a worker files a claim for benefits can be used to project the impact of mailing the PEBES by comparing the past volume of earnings corrections with current and future volumes. As we reported, however, the data SSA collects on this type of earnings correction also include corrections made for other reasons, making it hard to isolate the effect of the PEBES mailings. SSA officials stated that they would be interested in reviewing our suggestions about specific data elements that could be collected to help estimate future PEBES work. We will work with SSA personnel to provide specific suggestions. In addition, SSA stated that its current technology provides the flexibility to direct the flow of PEBES-related work without adversely affecting service to the public or burdening any single operations component. We agree that SSA can shift the PEBES work by redirecting the telephone calls resulting from the PEBES mailings. Given SSA’s emphasis on serving the public and improving its national 800-number service, however, more complete data on the volume of the PEBES workload will enable SSA to better monitor the impact of the work on its operating units and make timely and well- planned shifts to other units before service to the public would be compromised. Page 12 GAO/HEHS-97-101 SSA Needs More Data About PEBES B-266284 Finally, SSA agreed that redesigning the PEBES form is necessary and reported that it has already begun taking steps to improve the statement. We are sending copies of this report to the Acting Commissioner of Social Security and other interested parties. Copies will also be made available to others on request. If you or your staff have any questions about this report, please call me on (202) 512-7215 or Cynthia Fagnoni, Assistant Director, on (202) 512-7202. Other major contributors to this report include Kay Brown, Evaluator-in-Charge; Hans Bredfeldt, Senior Evaluator; and Nora Landgraf and Elizabeth Jones, Evaluators. Sincerely yours, Jane L. Ross Director, Income Security Issues Page 13 GAO/HEHS-97-101 SSA Needs More Data About PEBES Contents Letter 1 Appendix I 16 Personal Earnings and Benefit Estimate Statement Appendix II 22 Comments From the Social Security Administration Tables Table 1: PEBES Mandated Mailing Requirements and Schedule 3 Table 2: Comparison of SSA’s Mailing Volume Estimates for the 4 Mandated and Accelerated Schedules Figure Figure 1: The PEBES Work Process 5 Abbreviations DCC Division of Certification and Coverage OCRO Office of Central Records Operations PEBES Personal Earnings and Benefit Estimate Statement SSA Social Security Administration Page 14 GAO/HEHS-97-101 SSA Needs More Data About PEBES Page 15 GAO/HEHS-97-101 SSA Needs More Data About PEBES Appendix I Personal Earnings and Benefit Estimate Statement Page 16 GAO/HEHS-97-101 SSA Needs More Data About PEBES Appendix I Personal Earnings and Benefit Estimate Statement Page 17 GAO/HEHS-97-101 SSA Needs More Data About PEBES Appendix I Personal Earnings and Benefit Estimate Statement Page 18 GAO/HEHS-97-101 SSA Needs More Data About PEBES Appendix I Personal Earnings and Benefit Estimate Statement Page 19 GAO/HEHS-97-101 SSA Needs More Data About PEBES Appendix I Personal Earnings and Benefit Estimate Statement Page 20 GAO/HEHS-97-101 SSA Needs More Data About PEBES Appendix I Personal Earnings and Benefit Estimate Statement Page 21 GAO/HEHS-97-101 SSA Needs More Data About PEBES Appendix II Comments From the Social Security Administration Page 22 GAO/HEHS-97-101 SSA Needs More Data About PEBES Appendix II Comments From the Social Security Administration (105940) Page 23 GAO/HEHS-97-101 SSA Needs More Data About PEBES Ordering Information The first copy of each GAO report and testimony is free. 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SSA Benefit Estimate Statements: Additional Data Needed to Improve Workload Management
Published by the Government Accountability Office on 1997-05-20.
Below is a raw (and likely hideous) rendition of the original report. (PDF)