BALTIMORE, MD — The Social Security Administration is reporting sweeping gains in customer service and operational performance, as agency leaders detailed a technology-driven overhaul they say is transforming how Americans access benefits.
On January 7, 2026, Social Security Administration Commissioner Frank J. Bisignano met with members of the Social Security Advisory Board to outline progress made under President Donald J. Trump, citing faster service, shorter wait times, and major reductions in backlogs across the agency’s programs.
Bisignano told board members that digital modernization and strategic process engineering have reshaped SSA operations, allowing the agency to serve more Americans more efficiently while strengthening oversight of benefit payments.
According to the agency, Americans now have 24-hour access to their personal my Social Security accounts, replacing a system that previously experienced as much as 29 hours of weekly downtime. Call center performance has also improved sharply, with 65 percent more calls answered in fiscal year 2025 compared to fiscal year 2024. The average speed of answer on the national 800 number has dropped into the single digits.
Technology upgrades have enabled 90 percent of calls to be resolved through self-service options or scheduled callbacks. A modernized phone system now supports field offices nationwide and allows roughly 30 percent of all calls to be handled instantaneously through automated technology.
In-person service metrics also showed improvement. Average wait times at field offices declined nearly 30 percent from fiscal year 2024 to fiscal year 2025, and visitors with scheduled appointments now wait an average of six minutes for assistance.
Disability claims processing showed one of the most significant gains. The pending inventory of initial disability claims has fallen 33 percent from a record high of 1.26 million pending cases in June 2024, easing pressure on a system long burdened by delays.
The agency also reported completing more than 3.1 million payments totaling over $17 billion to beneficiaries eligible under the Social Security Fairness Act, finishing the effort five months ahead of schedule.
Bisignano said SSA has also prioritized payment accuracy, tightening controls to prevent waste, fraud, and abuse and ensuring benefits are not paid to individuals who are ineligible.
Social Security Advisory Board Chair Amy Shuart said the board has consistently urged improvements in customer service and welcomed the progress described during the briefing. She said the board looks forward to continued updates as the agency builds on recent momentum.
SSA officials said the improvements reflect a broader push toward operational excellence, combining workforce investments with modern technology to overhaul one of the federal government’s largest and most complex benefit systems.
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