SSA Organizational Manual: Chapter TS - The Office of Transformation

1. Mission
   1. The Office of Transformation (OT) is directly responsible for strategic guidance and oversight of enterprise-wide programs, addressing policies, business processes, and systems. The office is responsible for the vision, scoping, oversight and management of critical, complex enterprise projects and incorporation of customer experience to seamlessly evolve agency culture and approach. Provides strategic guidance and oversight to SSA offices for critical, complex enterprise projects. Plans, manages, and coordinates projects and initiatives involving customer service-related systems and projects. Serves as a focal point and represents the interests of the Commissioner to ensure that Agency components are aware of, and held accountable for, priorities, initiatives, and required actions. Advises the Commissioner on issues concerning customer service-related systems and processes and works with SSA offices to resolve delays and ensure successful implementation.
2. Organization
   
   1. The Chief Transformation Officer (TS).
   2. The Office of the Chief Transformation Officer (TSA).
   3. The Immediate Office of the Chief Transformation Officer (TSA).
   4. The Office of Customer Experience (TSB).
   5. The Offices of Program Management (TSC-TSE)
3. Functions
   
   1. The Chief Transformation Officer (CTRO) (TS) is directly responsible to the Commissioner for carrying out OT's mission and for providing supervision to the major components of OT.
   2. The Office of the Chief Transformation Officer (OCTRO) (TSA) assists the Chief Transformation Officer in carrying out his/her OT-wide responsibilities and performs other duties as prescribed.
   3. The Immediate Office of the Chief Transformation Officer (TSA) provides the Chief Transformation Officer and his/her Deputy with staff assistance on the full range of their responsibilities; provides liaison and coordination; and conducts special studies and analyses.
   4. The Office of Customer Experience (OCE) (TSB) identifies strategic changes to the agency’s business processes and policies that will improve the efficiency and effectiveness of the agency’s service. This includes increasing the self-service options available to the public, while enhancing the agency’s internal systems and business processes to facilitate more efficient customer services. Identifies pain points in SSA customer service channels and provides recommendation to the CTRO and OCTRO for innovative solutions that optimize service across all channels. Works closely with all SSA offices to ensure collaborative efforts in the development and enhancement of new and existing business processes to better support our employees and customers. Ensures people facing barriers, including those with disabilities, are well-represented in customer and employee research and testing.
   5. The Offices of Program Management (OPM) (TSC-TSE) provides management and oversight for the development and enhancement of enterprise-level programs that require changes to business process, policy, and/or information technology. Provides guidance to SSA offices and coordinates with appropriate staff to develop, improve, and implement policies, business processes, and systems to better support our employees and customers.