WASHINGTON, D.C. — The Social Security Administration (SSA) recently announced substantial advancements in its efforts to improve customer service and modernize operations, marking a critical turning point for one of the nation’s most essential public agencies.
In a sweeping update, the SSA highlighted key achievements, including the completion of over 3.1 million payments under the Social Security Fairness Act five months ahead of schedule, signaling a decisive move to address longstanding delays and restore public trust. This milestone is part of a broader strategy to strengthen service delivery and enhance operational efficiency across all fronts.
The agency reported significant technological upgrades, most notably the nationwide rollout of advanced telephone systems to 841 field offices — covering 70 percent of all offices — aimed at reducing call wait times and improving accessibility. These improvements have helped cut the average speed of answer on SSA’s national 800 Number to 13 minutes, a 35 percent improvement compared to this time last year and more than 50 percent better than the prior annual average.
A notable innovation includes optimizing the 800 Number system so that 90 percent of calls are now resolved through automated self-service features or callback options, drastically minimizing wait times and streamlining assistance for millions of Americans.
In field offices, a newly implemented service model has reduced in-person wait times by about 10 percent year-over-year, reflecting the agency’s commitment to providing quicker, more efficient service at the local level.
The SSA also made major strides in reducing disability-related backlogs. The initial disability claims backlog dropped by 25 percent, down from a record high of 1.2 million cases last summer to 950,000 cases today. Meanwhile, pending disability hearings reached a historic low of approximately 276,000, with average wait times reduced by 60 days compared to last year.
Further enhancing digital access, SSA’s my Social Security online portal will soon offer uninterrupted, 24/7 service starting in mid-July, empowering customers with greater flexibility and convenience.
These milestones follow the appointment of Commissioner Frank J. Bisignano, who was sworn in two months ago as SSA’s 18th Senate-confirmed leader. Commissioner Bisignano has prioritized transforming SSA into a model of public service excellence, directly engaging with staff nationwide to understand operational hurdles and drive improvements.
“My top priority is to transform SSA into a model of excellence—an organization that operates at peak efficiency and delivers outstanding service to every American,” Bisignano stated. “The American people have waited long enough for better service, and they deserve the absolute best from their government.”
SSA has struggled in recent years with growing backlogs, extended wait times, and declining employee morale, culminating in its ranking at the bottom among large federal agencies for employee satisfaction for three consecutive years. Under Commissioner Bisignano’s leadership, the agency is working to reverse these trends by empowering employees with the necessary tools and support to deliver high-quality service nationwide.
The latest improvements reflect a renewed focus on accountability, innovation, and responsiveness—hallmarks of Commissioner Bisignano’s vision for a revitalized SSA poised to meet the evolving needs of the American public.
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