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As the 21st century enters, the Social security administration (SSA) is now preparing to handle the significant workload growth that will be experienced over the next decade. During this decade, workloads will increase dramatically as members of the baby boom generation reach their peak years of disability risk and then begin to retire. Responding to challenges prompted the development of SSA 2010 Vision. The vision illustrates the SSA of 2010 from three important perspectives: customers, employees, and work processes. SSA principles were the foundation of the Vision and shaped the changes needed to meet workload challenges. The Visions underpinnings include significant investments in human resources and technology. Employees will have broad rather than narrow expertise and authority with the ability to deliver services in a variety of areas. The workforce will be more diverse to serve an increasingly diverse public. Enhanced technologies will allow large volumes of transactions to be handled electronically without the need for employee intervention. With the 2010 Vision, SSA is taking a major step in addressing the workload challenges that lie ahead.