The Impact of Computer Assistance on District Office Operations

Abstract

To predict the potential cost effectiveness of computer assisted information processing in the District Offices (DOs) of the Social Security Administration (SSA), we developed a model of manpower allocation in present DO operations. We adapted existing SSA management data sources to quantify this baseline model. We also constructed a description of the changes in manpower requirements expected to occur on introduction of a hypothetical computer assisted system. We used analyses of user functional requirements to determine overall system capabilities. We used the results of user performance trials on a simulated system to quantify this change model. Significant reductions in manpower for processing of individual claims in the DO appear to be attainable. Computer system response time was identified as a controllable design characteristic with a strong effect on manpower requirements. Introduction of computer assistance to the DO could free manpower from mechanical clerical activities for application to more creative and professional functions. This manpower could be applied to expansion of SSA services and to improvement of DO service quality. An overall increase of 25% to 33% in workload processing capacity appears potentially attainable with computer assistance at current DO manpower levels. Suitable workstations might be based on use of individual personal computers or on sharing the resources of a single larger machine among a number of users. Consideration of relative costs and benefits suggests that the personal computer approach, while initially more costly, offers better control over system response time, which can have a major effect on system acceptance and cost effectiveness. It is likely that computer assistance for DOs will be deployed through workstations based on individual personal machines. Full recovery of capital investment can potentially be achieved in two years of actual operation.