NB24-06: Assessing Underserved Communities Beneficiaries Communication Needs and Its Influence on Customer Experience and Satisfaction

The U.S. Social Security Administration (SSA) achieved the highest score of any government agency on the Center for Plain Language’s 2022 Federal Plain Language Report Card (e.g., SSA 2023). The Center evaluated 21 Executive Branch agencies, including all 15 cabinet-level departments, and graded each between an A+ and F- for writing quality and organizational compliance. The SSA received an A+ for organizational compliance and an A for writing quality. This project will examine whether these ratings are consistent with the reality of individuals from underserved communities by assessing whether the information they receive about SSA benefits is perceived to be “in plain language”. The aims of the project are to:
● Conduct a qualitative and quantitative assessment to (1) see if SSA information received by beneficiaries in underserved communities is in plain language and (2) collect data on recommendations that SSA can utilize to enhance customer experience, satisfaction, and service delivery.
● Generate basic statistical results of both the qualitative and quantitative data collected. We will utilize and tailor the Plain Wiring Act of 2010, Federal Plain Language Guidelines for our beneficiaries in underserved communities.
● Mentor Black student scholars: Two Bowie State University (BSU) students will work with the PI on this project.