NY24-10: Exploring the Role of Digital Trust in Online Interactions with SSA Services by Beneficiaries

The Social Security system, including disability insurance, is America’s biggest and most effective social welfare and antipoverty program. Without Social Security, 22.5 million more people would be in poverty, including 16.1 million aged 65 or older. But not everyone gets the benefits they need and have earned. Researchers have shown that lower-income earners, particularly those without retirement plans or pensions, lose significant Social Security benefits by collecting early due to financial pressures. Other barriers to Social Security include lengthy and complicated forms, digital divide issues, and discouraging or discriminatory experiences for recipients who are LGBTQ+, gender diverse, or formerly incarcerated.