The enhanced Leads and Applications System (eLAS) and iAppointment

SSA offers both Internet and telephone appointment options for individuals who wish to request an appointment when they are unable to complete one of SSA’s online or automated telephone applications because they failed the initial verification checks, or because they state their reading language preference is other than English. iAppointment: iAppointment is an online process that allows members of the public an easy-to-use method to schedule an appointment with the servicing office of their choice. Since the application date can affect when a claimant’s benefit begins, iAppointment establishes a protective filing date and provides respondents information related to the date by which they must file their actual application. The iAppointment application propagates information the applicant already entered onto any of SSA’s Internet applications for SSN, name, date of birth, and gender. Applicants must provide minimal additional information: mailing address; telephone number; language preference; type of appointment (Disability, Retirement, Medicare); and whether they prefer a telephone interview or in-office appointment. iAppointment is a customer-centric application. If the available appointment times do not meet the customer’s needs, iAppointment allows the user to enter a different zip code to identify another field office, which may offer different appointment times. At this time, SSA only allows domestic first party applicants to use iAppointment. If users indicate they are filing as third parties, iAppointment provides a message directing them to call the National 800 Number for assistance. If a foreign first party user is unable to complete iClaim, iAppointment directs them to contact a Social Security representative, and provides a link to SSA’s Service Around the World website. Enhanced Leads and Appointment System (eLAS): eLAS is an Intranet-based version of the iAppointment screens for use by SSA technicians in both the field offices and call centers. eLAS interacts with iAppointment to ensure we always record the same information whether an individual requests an appointment through our Internet screens or via telephone. eLAS is a non-public facing system that allows SSA employees in the field offices, workload support units, and teleservice centers to use an telephone interview process to schedule appointments and document an individual’s intent to file using a script and asking the same questions to each individual. We use eLAS with individuals who use our automated telephone system or who prefer not to use iAppointment to set up their appointment. The respondents are individuals who are unable to use our Internet or automated telephone systems because they failed the initial verification checks; or because they state their reading language preference is other than English. We are making a non-substantive change to replace the term “gender” with “sex”.

The latest form for The enhanced Leads and Applications System (eLAS) and iAppointment expires 2027-08-31 and can be found here.

iAppointment - Internet Application

Federal Enterprise Architecture: Income Security - General Retirement and Disability