Mixed-methods Study to Understand Use of the my Social Security Online Platform
Authors
Abstract
We conducted a mixed-methods study to examine barriers to use of my Social Security (MySSA), and users’ experience of using MySSA. The quantitative phase of the study leveraged existing survey data to analyze the determinants of self-reported MySSA account use. For the qualitative phase, we interviewed 24 individuals about their views and experiences with online transactions generally and with Social Security specifically, and their perceptions of the MySSA platform as they navigated it during the interview. The quantitative analysis suggests that internet literacy and, more generally, educational levels are barriers to MySSA use. Current SSA beneficiaries and older respondents were significantly more likely to be aware of, have an account, and use MySSA. From the qualitative results, we learn that there are four key reasons for not creating a MySSA account: (1) lack of awareness of MySSA; (2) no perceived relevance/need; (3) security and privacy concerns; and (4) low internet/computer literacy. We also observe that, overall, users perceive the MySSA platform to be clear, navigable, and relevant. Nonretired, nonbeneficiary participants found the information on the platform to be particularly instructive and useful. Our findings suggest that for younger people especially, MySSA could be a potentially useful financial and retirement preparedness tool. We find that a key challenge to MySSA use is getting people to create an account in the first place and not their retention once they create an account. Further research may be warranted to address the barriers to using MySSA, increasing engagement with the platform, and realizing its potential as a key resource for retirement readiness.
Key Findings
- My Social Security (MySSA) is a key online resource offered by the Social Security Administration, yet the number of people with a MySSA account remains low.
- Our analysis of existing survey data shows that the strongest predictor both for having an account and the number of activities conducted on the MySSA platform is being a Social Security beneficiary. Internet literacy and educational levels also are important determinants of account ownership and usage. Younger individuals are less likely to use MySSA than older ones, even after controlling for beneficiary status.
- Qualitative interviews with Social Security beneficiaries and nonbeneficiaries reveal that there are four key reasons for not creating a MySSA account: (1) lack of awareness of MySSA; (2) no relevance/need; (3) security and privacy concerns; and (4) low internet/computer literacy.
- When interviewees created or logged into an account, they found the MySSA platform to be clear, navigable, and relevant. Nonretired, nonbeneficiary participants found the information on the platform to be particularly instructive and useful.
- For younger people especially, MySSA could be a potentially useful financial and retirement preparedness tool, by prompting individuals early and clearly about important information and actions for financial (especially retirement) planning, and by providing a salient shock to correct expectations about future retirement benefit amounts.
- A key challenge to use of MySSA appears to be getting people to create an account in the first place and not their retention once they create an account.
Citation
Rabinovich, Lila, and Francisco-Perez-Arce. 2021. “Mixed-methods Study to Understand Use of the my Social Security Online Platform.” Ann Arbor, MI. University of Michigan Retirement and Disability Research Center (MRDRC) Working Paper; MRDRC WP 2021-428. https://mrdrc.isr.umich.edu/publications/papers/pdf/wp428.pdf
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Paper ID
WP 2021-428Publication Type
Working Paper