Elements of Systems Modernization for the Social Security Administration (1991) / Chapter Skim
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5. Developing the Work Force
5. Developing the Work Force
Pages 49-56
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From page 49... ...
A human resources plan for the agency must consider the skills required of its work force, the training and education needed to meet those requirements, and the motivation of the staff. The plan must include both technical and programmatic personnel.
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From page 50... ...
Second, the productivity of the work force and its potential to serve clients better have improved for routine Title II activities. As automation proceeds, the staff, both at the district level and at the teleservice centers, will work in a less structured environment and will require greater interpersonal skills in dealing with nonroutine client problems.
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From page 51... ...
A well-designed system should provide a variety of benefits, not just reduced staff requirements. Technical Workers In addition to the transition taking place in programmatic services, rapid and relentless technological advances affect the systems modernization technical staff itself New systems requirements and developments will continue to place greater demands on the SSA's technical work force, which will need to be up to the task of performing a dual role -- keeping current systems operating smoothly, and planning and designing for the future.
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From page 52... ...
Such training includes management education as well as ample opportunity for hands-on experience. No doubt outside contractors will be needed to supplement the SSA's technical work force with ongoing responsibilities to solve problems, develop strategic approaches, identify needs, transfer technical knowledge, and engender government-wide confidence.
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From page 53... ...
The SSA currently has some experienced staff members who would welcome innovation and some new personnel who would be more comfortable working on existing projects and focusing on gradual improvements. EDUCATING AND TRAINING THE WORK FORCE The operational work force will either be reduced by the impact of automation and budget constraints or be held constant by political pressure to maintain current levels of employment.
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From page 54... ...
The current work force will require substantial transitional training, and hands-on training with the assistance of learner-paced training packages should be considered. The development of "help" screens within the applications themselves can greatly facilitate learning.
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From page 55... ...
Because this is such an important ingredient in the success of the systems modernization, the committee recommends that the SSA establish an Office specifically oriented toward and charged with the responsibility of managing the human resources transition. This office would craft a strategy for recruitment, training, and retention of employees.
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