Social Security

A. Purpose

This emergency message (EM) notifies technicians of a new online service option called Upload Documents that customers can use to electronically submit certain technician-requested evidence and forms. Technicians will initiate the request through the Technician Experience Dashboard (TED).

NOTE: Currently, individuals can use Upload Documents only to submit evidence or forms electronically on their own behalf. Additionally, Upload Documents is only technician initiated at this time.

NOTE: For release 1 only, July through September 2023, the public facing portal will still display the former branding of “eSubmit”. Effective with release 2, this will be removed, and the functionality will simply be known as “Upload Documents” both internally and externally. This short-term display of “eSubmit” is due to the proximity of the name change and the initial release.

B. Background

Executive Order (EO) 14058 Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government requires SSA to develop a mobile-accessible, online process so that any individual applying for or receiving services from SSA can upload forms, documentation, evidence, or correspondence associated with their transaction without the need for service-specific tools or traveling to a field office. To comply with EO 14058, SSA created a new application titled Upload Documents, which will allow customers to upload and submit certain forms, documentation, and evidence to SSA online from their personal, desktop, and mobile devices. Upload Documents gives the agency an opportunity to modernize its interactions with customers, offer a more robust electronic service delivery channel, and automate some manual paper processes, reducing the need for customer visits to field offices.

C. Current Business Process

We currently accept the following modes of submission for documentation:

· In person
· Mail
· Analog Fax
· eFax
· iClaims
· iAppeals
Additionally, individuals can electronically complete and submit the following ten forms using Adobe Sign (CMS-40B, SSA-455, SSA-1696, SSA-820, SSA-821, HA-85, HA-86, SSA-552, HA-4608, and SSA-1693).

We will release Upload Documents on July 8, 2023. The initial rollout will be limited to the Boston Region offices using TED.

Upload Documents can be used to serve Title II, Title XVI, and Title XVIII beneficiaries, as well as individuals who do not currently receive benefits from SSA.

Initially, technicians will be able to use Upload Documents to request a small number of forms that do not require a signature (Section F). During release 2, we will update Upload Documents to include additional forms, including some forms requiring a signature. Customers will be able to sign and submit these forms using Upload Documents’ electronic signature (“eSignature”) functionality. We will discuss the eSignature process for Upload Documents in a future EM.

Upload Documents will also allow technicians to request certain pieces of evidence. Section G lists the evidence they can request.

NOTE: This service delivery option does not replace the existing permanent or temporary processes, mentioned in Section C, for submitting documents through WorkTrack, but rather is an additional option.

E. Technician Processing Instructions

· Using Upload Documents

Technicians will use TED to document and complete the process.

· TED

When a technician determines that SSA needs a certain form and/or evidence that is on the list of items currently accepted for Upload Documents, the technician can initiate the request using TED. Before initiating the request, the technician will first contact the customer regarding the request, offering the use of Upload Documents. If the customer is interested in using Upload Documents to submit the requested evidence or form, the technician will obtain the customer's consent to receive a one-time email from SSA, containing an access link and instructions for Upload Documents. The technician will be able to view a customer’s previously registered mySSA email address, where applicable. The customer can choose to receive the one-time Upload Documents email at the previously registered email address, or at a different email address. If the customer consents to receive a one-time Upload Documents email, the technician should verify the customer’s preferred email address. The technician will then select the forms and evidence that are needed from the customer within TED (see screenshot below).

NOTE: To access Upload Documents, customers will be required to utilize their existing ROME, login.gov, or ID.me account to be authenticated. (OA 00210.015)

Exceptions - Do not use Upload Documents if:

1. The technician is unable to speak to the individual.

2. The required form and/or evidence cannot be submitted through Upload Documents (for example: original evidence is needed, form is not on approved list, or if the customer needs to submit seven forms and only three are available through Upload Documents).

3. Customer has a Representative Payee.

4. Customer has an eServices block.



· Request for Evidence Letter

NOTE: While we will not display a due date for customers within Upload Documents, we will impose a 30-day period from the initial date of the TED request for customers to submit their forms and evidence using the Upload Documents portal. After the 30 days have expired, the customer can no longer submit the forms and evidence through the portal, but they will still be able to view the expired task.

· WorkTrack

After reviewing the submitted forms/evidence and taking necessary action(s), the technician will follow normal workload protocols regarding form or evidence retention. (GN 00301.286)

NOTE: Forms and evidence requested through TED will not require additional profiling in WorkTrack. The documents will be automatically routed to the technician who requested the information.

F. Forms Included in Upload Documents for Release 1

· SSA-561-U2 Request for Reconsideration

· SSA-3368-BK Disability Report – Adult

· SSA-3369-BK Work History Report

· SSA-3373 Function Report – Adult

· SSA-3441-BK Disability Report – Appeal

· HA-501 Request for Hearing by Administrative Law Judge

· HA-520 Request for Review of Hearing Decision / Order

· HA-4631 Claimant’s Recent Medical Treatment

· HA-4632 Claimant’s Medications

· HA-4633 Claimant’s Work Background

Evidence request for Upload Doc.pdf

Direct all program-related and technical questions to your Regional Office (RO) support staff using vHelp or Program Service Center (PSC) Operations Analysis (OA) staff. RO support staff or PSC OA staff may refer questions, concerns or problems to their Central Office contacts.

H. References

GN 00301.286 Electronic Evidence Documentation and Retention

GN 01010.410 Failure to Submit Essential Evidence

OA 00210.015 Electronic Access Login.gov Registration