The enhanced Leads and
Applications System (eLAS) and iAppointment
Revision of a currently approved collection
No
Regular
07/12/2024
Requested
Previously Approved
36 Months From Approved
08/31/2024
5,906,696
5,903,352
5,987,321
983,892
0
0
SSA offers both Internet and telephone
appointment options for individuals who wish to request an
appointment when they are unable to complete one of SSA’s online or
automated telephone applications because they failed the initial
verification checks, or because they state their reading language
preference is other than English. iAppointment: iAppointment is an
online process that allows members of the public an easy-to-use
method to schedule an appointment with the servicing office of
their choice. Since the application date can affect when a
claimant’s benefit begins, iAppointment establishes a protective
filing date and provides respondents information related to the
date by which they must file their actual application. The
iAppointment application propagates information the applicant
already entered onto any of SSA’s Internet applications for SSN,
name, date of birth, and gender. Applicants must provide minimal
additional information: mailing address; telephone number; language
preference; type of appointment (Disability, Retirement, Medicare);
and whether they prefer a telephone interview or in-office
appointment. iAppointment is a customer-centric application. If the
available appointment times do not meet the customer’s needs,
iAppointment allows the user to enter a different zip code to
identify another field office, which may offer different
appointment times. At this time, SSA only allows domestic first
party applicants to use iAppointment. If users indicate they are
filing as third parties, iAppointment provides a message directing
them to call the National 800 Number for assistance. If a foreign
first party user is unable to complete iClaim, iAppointment directs
them to contact a Social Security representative, and provides a
link to SSA’s Service Around the World website. Enhanced Leads and
Appointment System (eLAS): eLAS is an Intranet-based version of the
iAppointment screens for use by SSA technicians in both the field
offices and call centers. eLAS interacts with iAppointment to
ensure we always record the same information whether an individual
requests an appointment through our Internet screens or via
telephone. eLAS is a non-public facing system that allows SSA
employees in the field offices, workload support units, and
teleservice centers to use an telephone interview process to
schedule appointments and document an individual’s intent to file
using a script and asking the same questions to each individual. We
use eLAS with individuals who use our automated telephone system or
who prefer not to use iAppointment to set up their appointment. The
respondents are individuals who are unable to use our Internet or
automated telephone systems because they failed the initial
verification checks; or because they state their reading language
preference is other than English.
When we last cleared this IC in
2021, the burden was 983,892. However, we are currently reporting a
burden of 1,215,188 hours. This change stems from an increased
number of responses from 5,903,352 to 7,291,126. There is no change
to the burden time per response. Although the number of responses
changes, SSA did not take any actions to cause this change. These
figures represent current Management Information. * Note: The total
burden reflected in ROCIS is 5,987,321, while the burden cited in
#12 of the Supporting Statement is 1,215,188. This discrepancy is
because the ROCIS burden reflects the following components: field
office waiting time + a rough estimate of a 30-minute, one-way. In
contrast, the chart in #12 of the Supporting Statement reflects
actual burden.
$59,829,919
No
Yes
Yes
No
No
No
No
Faye Lipsky 410 965-8783
faye.lipsky@ssa.gov
No
On behalf of this Federal agency, I certify that
the collection of information encompassed by this request complies
with 5 CFR 1320.9 and the related provisions of 5 CFR
1320.8(b)(3).
The following is a summary of the topics, regarding
the proposed collection of information, that the certification
covers:
(i) Why the information is being collected;
(ii) Use of information;
(iii) Burden estimate;
(iv) Nature of response (voluntary, required for a
benefit, or mandatory);
(v) Nature and extent of confidentiality; and
(vi) Need to display currently valid OMB control
number;
If you are unable to certify compliance with any of
these provisions, identify the item by leaving the box unchecked
and explain the reason in the Supporting Statement.
Supporting Statement - 0822 (Final).docx
eLAS - Intranet Application