WASHINGTON, D.C. — The Social Security Administration (SSA) has announced significant improvements in customer service outcomes, crediting enhanced technology and streamlined processes under the leadership of Commissioner Frank J. Bisignano.
The agency’s recent efforts have focused on reducing response times, improving online accessibility, and accelerating disability claims processing. “We are transforming the customer experience,” said Commissioner Bisignano. “We are delivering higher levels of customer service—and this will continue.”
Among the most notable advancements:
- National 800 Number Performance: Last week, SSA handled nearly 1.3 million calls—an increase of 70% compared to the same week last year. The average wait time dropped to 6 minutes, down from 30 minutes in 2023, reflecting an 80% improvement.
- Field Office Efficiency: Average wait times at field offices have fallen to 23 minutes this year, down from 30 minutes last year—a 23% decrease.
- Online Access Enhancements: The agency has removed the 29-hour weekly downtime for the my Social Security portal. In just the first week, 125,000 additional users accessed their accounts.
These updates follow the early completion of over $17 billion in payments to more than 3.1 million beneficiaries under the Social Security Fairness Act—five months ahead of schedule. The law, enacted in January 2025, reversed benefit reductions tied to the Windfall Elimination Provision and Government Pension Offset.
SSA has also made progress in reducing the disability claims backlog. The number of pending initial disability claims now stands at 940,000, down from more than 1.2 million—a 25% decrease. Average processing times are now five days faster than before Commissioner Bisignano’s tenure, with hearing wait times reduced by 60 days since June 2024.
Bisignano emphasized that the agency will continue investing in tools, data, and staffing flexibility to maintain its gains and further improve service delivery. “Our strategy is clear: serve customer needs quickly and completely, no matter how they contact us,” he said.
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