Challenges of Automation in the SSA

To modernize the SSA, an innovative ChatGPT-style bot, referred to as the Agency Support Companion, has been integrated into staff workflows. According to a report from Wired, the chatbot was designed to assist employees with everyday tasks and enhance productivity. However, initial feedback indicates that it is not performing well. An internal source disclosed, “Honestly, no one has really been talking about it at all.”

A Comedic Yet Concerning Introduction

The bot’s rollout was accompanied by an unflattering training video featuring awkward animations, which notably failed to inform staff about the critical importance of not uploading sensitive personal information. Following this oversight, the SSA was forced to issue an apology, stating, “Our apologies for the oversight in our training video.”

As one SSA employee candidly remarked, “I’m not sure most of my coworkers even watched the training video.” Upon experimenting with the chatbot, they noted its responses were often vague or inaccurate, further diminishing its utility.

Lessons from Global Automation Efforts

The pitfalls of relying heavily on automation for social services are echoed in international cases, such as Brazil’s attempt to streamline welfare programs through algorithms. The Brazilian app Meu INSS has faced criticism for frequently rejecting valid claims due to minor errors, spurring lengthy legal battles.

The story of a former sugarcane worker, Josélia de Brito, illustrates the flawed system. Despite having all necessary documentation, her benefits were denied due to an automated error that misidentified her. “It’s a humiliation,” she stated, highlighting the frustrations rural workers face in adapting to increasing digitalization.

The Risks of an Automated Social Security System

The attempts to automate the SSA raise further concerns. Observers warn that the “AI-first” strategy pursued by DOGE could lead to marked inefficiencies rather than improvements. For instance, recent reports indicated that DOGE staff erroneously marked millions of living beneficiaries as deceased, causing significant confusion and disruption. As Rennie Glasgow, a claims analyst at the SSA, explained, “[DOGE staffers] went into the system and they killed off people.”

The Ambitious Rewrite of SSA Code

In a bold move, DOGE aims to completely rewrite the SSA’s codebase within months. However, the pressures of quick turnarounds could necessitate reliance on AI, raising fears among experts about potential catastrophes due to programming errors.

Critics speculate that these systematic errors may not be unintentional, suggesting that DOGE’s actions could be aimed at undermining the SSA for privatization purposes, rather than genuine improvement.