Manual Processes for Resource-intensive Workloads

Submitting OIG:

Report Description:

Objectives: To determine whether the Social Security Administration’s automation enhancements (1) reduced manual processing for resource-intensive workloads and (2) were cost-effective.

Date Issued:

Friday, July 21, 2023

Agency Reviewed / Investigated:

Social Security Administration

Submitting OIG-Specific Report Number:

A-07-19-50882

Location(s):

Agency-Wide

Type of Report:

Audit

Questioned Costs:

Funds for Better Use:

Number of Recommendations:

Report updated under NDAA 5274:

View Document:

Attachment	Size
07-19-50882.pdf	759.3 KB

Related Open Recommendations

Recommendation Number	Recommendation Status	Significant Recommendation
1	Open	Yes
Implement measures to uniformly assess cost savings, effectiveness, and return on investment for automation enhancements, including bots, that affect manual workloads.
2	Open	No
Determine whether existing bots are cost beneficial, and, if they are, instruct technicians to use them whenever appropriate.
3	Open	No
Determine whether it is cost beneficial to develop bots to assist with field office workloads.
4	Open	No
Issue available unused licenses for bot-related software to technicians.

Recommendation Number

Recommendation Status

Significant Recommendation

Additional Details

Open

Yes

Implement measures to uniformly assess cost savings, effectiveness, and return on investment for automation enhancements, including bots, that affect manual workloads.

Open

Determine whether existing bots are cost beneficial, and, if they are, instruct technicians to use them whenever appropriate.

Open

Determine whether it is cost beneficial to develop bots to assist with field office workloads.

Open