Enterprise Scheduling System (ESS) and National Appointment and Scheduling Calendar (NASC)

The Enterprise Scheduling System (ESS) allows for both customer self-scheduling and technician assisted scheduling through an electronic scheduling tool, while the National Appointment and Scheduling Calendar (NASC) allows for technician-assisted scheduling through the ESS platform for initial claims appointment requests. ESS facilitates both customer self-scheduling and technician scheduling, along with NASC which facilitates technician scheduling, allowing SSA to collect essential information from customers, including their name, Social Security number, zip code, telephone number, and email address. Additionally, customers have the option to consent to electronic messaging or to opt out, as well as specify their preferred method of communication (email or text), language preference, preferred service office, and appointment day and time preferences. SSA uses this information to schedule in-office, phone, or video appointments for processing enumeration, PE actions, or initial claim appointments. Customers scheduling their PE or initial claim appointments through a technician have the option to create a one-time passcode, enabling them to securely update their appointment online. The technician documents this one-time passcode along with the customer's other appointment preferences. Customers begin the process by accessing SSA.gov and engaging an online questionnaire to determine the nature of their business. If applications are available for customers to self-serve, the system routes them to those applications to complete their business. If not, customers are given the option to self schedule an appointment through ESS. If the customer moves forward, the system directs them to create a credential using Login.gov or ID.me. Once they complete credentialing, customers access ESS to complete required screens and fields to select a date and time for an appointment with an SSA field office (FO) to provide the proofs necessary to obtain a replacement or original SSN card or complete a PE action. Upon completing the required screens and fields, the system presents customers with a screen to review and submit all of the data they input regarding the requested appointment. If customers encounter issues with ESS, or they need to request an appointment type which requires technician assistance (e.g., scheduling, rescheduling, or cancelling PE or initial claims appointments), they may contact SSA by phone to have an FO or Telephone Service Center (TSC) technician schedule their appointment. Technicians follow existing processes and policies to identify the caller as a legitimate customer, and converse with the customer to determine the nature of their business and if they require an appointment. If the technician determines the customer needs an appointment, the technician accesses ESS and completes the required screens and fields for the enumeration or PE appointment, or NASC for an initial claim appointment. Once the technician completes the ESS or NASC screens, the technician can review all of the information the customer provided with the customer. If the customer indicates it is correct the technician submits and schedules the appointment. We conduct this information collection each time a customer accesses the online tool or contacts SSA by phone to schedule an appointment. The respondents are individuals looking to schedule their SSA visit, either through self-scheduling or technician assisted modalities, using ESS and NASC. We are making minor IT Modification Changes to the NASC screens to enable customers and technicians to schedule appointments with employees knowledgeable of the local and state laws; simplify the way we present the Terms of Service and Privacy Act Statement (PAS); add information about the claimants’ protective filing date; provide a confirmation page; and add a new NASC screen for technicians’ usage for selecting multiple types of appointment.

The latest form for Enterprise Scheduling System (ESS) and National Appointment and Scheduling Calendar (NASC) expires 2028-08-31 and can be found here.

Enterprise Scheduling System (ESS) - Internet Screens - Respondent Input

Federal Enterprise Architecture: Income Security - General Retirement and Disability