Appointments Growing (and Lines Shrinking) for Social Security Cards and Other Services
Reading Time: 2 MinutesLast Updated: December 12, 2024
In recent years, some Social Security offices saw lines getting longer, in some cases lasting hours. In 2024, we started to tackle this, renewing our commitment to better customer experiences.
Over the summer, about 50 offices in Georgia and Florida began an effort to help customers make appointments instead of waiting in line. Many customers signed up and the long lines shrunk by about 30 minutes, resulting in a better overall experience for everyone. After seeing this success, we quickly expanded the effort to about 400 offices.
Over the past month, Social Security has been working to scale this approach nationwide as we enter the New Year, helping even more customers take advantage of predictable appointments that help prevent long, in-office lines.
So far, we’ve seen a jump from 9 percent to 23 percent in customers who walk in with an appointment instead of waiting in line. Importantly, half of Social Security Number card services are now made by appointment. We’re still working out some kinks, but we’re also seeing a significant reduction in wait times being reported at more and more offices, including shortening of lines that too often developed before offices opened in the morning and fewer instances of lines having to be cut off in the late afternoon.
Most importantly, a growing number of customers are saying they appreciate the predictability of an appointment, with customer service scores above 80%. This progress reflects the fact that appointment-based service is becoming a norm and expectation from customers of many local, state, and federal agencies.
“From the time my appointment was scheduled for, I was only there for 10 minutes,” said a customer in Orlando. “The location was secure, clean, and easy to navigate. Employees were helpful and friendly. It was truly a 5-star experience and greatly exceeded my expectations.”
A customer in Denton, Texas, said something similar: “I had an appointment and was in and out in a matter of 10 minutes!”
Customers can still wait in line if they can’t or don’t want to make an appointment. SSA staff at local offices are being particularly mindful of vulnerable populations, people with disabilities, and other groups needing specialized or immediate attention when they walk in.
We’ll keep spreading the word that customers can schedule an appointment by calling their local office (recommended) or 800-772-1213, which also has a call-back feature. We will continue to expand capabilities and awareness of our growing number of secure online services. (Tip: This fact sheet has things you can do through your my Social Security account at any time, 24/7.)
We’ll keep tracking our progress and adjusting local office operations – we know one size doesn’t fit all. Our commitment will always remain focused on ensuring customers are getting the best possible service.
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Tags: appointments, online services, services
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Carolyn W. Colvin, Acting Commissioner of Social Security
Acting Commissioner of Social Security
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Igor Y.
Major error in direct deposit of Social Security benefit into bank account!
Major error in taking Medicare payment without Social Security benefit!
Over 2 1/2 hours waiting on the phone – no response!
It is not a Social Security!
J. H.
The call center and the office aren’t on the same page. The call center told me they accepted walk ins, they do not. The day I walked in, there was 2 people in the lobby, and they refused to help us. Made us schedule an appointment, only to come back at the appointment time, only to find 30 other people with the same appointment time. How does this help time of lines when we were quoted 120 mins to wait? Who are you really helping I’m so confused. Why are the appointments not spaced out better. Why do you have 14 windows and have one worker? Your website doesn’t work or help anyone. This is a ridiculous system you have in place and what “works” in Florida, isn’t working everywhere
J. H.
Also like to add to my previous comment that when we informed the people that the website wasn’t working for us, the lady was rude. We understand you all don’t like your job, but let’s do better and not be condescending towards young people who know how to use a computer
C.B.
Hi, J.H. Thank you for using our blog. We’re sorry to hear of your experience. You can complete our Feedback Form, which will give our team a better understanding of how we can improve our processes. We value your opinion and look forward to hearing from you.
Brenda B.
The office I called said the appts. are scheduled for several weeks out
Why does it take so long to schedule an appt!
I got through to an agent but she could not schedule an appt because there are no appts for a month out! I’d rather wait in line as to have to wait for an appt which could be in months. Mine is for Survivor Benefits from March 8th. Totally unacceptable.
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AH
AH
March 25, 2025 11:13AM
I experienced dual impact, entitled to both WEP and GPO refunds and increases in benefits.
Will the Social Security office process these soon? I have not been able to get through on the phone after several attempts and the office was flooded with people with appointments/who got there early. I need clarification on what to do. It is my husband’s record (I am a widow/spousal) that was offset and my own record (teacher). I am receiving only a partial on my own record and nothing on my husband’s. Advise please.
James E.
How can I transfer social security deposits between Banks ?
TANEISHA P.
I walked into my local office, twice in one day, and was refused service for a replacement social security card that was needed that same day for my sons new hire appointment for his job. I would like to know who I can voice my complaint to.
MarynB
There should be a separate line for those just wanting to make an inoffice appointment instead ofmwaitingmin the general queue!
T.H.
I’ve been waiting for a call back for 2 1/2 hours – I was told it would be 100 minute wait just to schedule an appt. This is my third attempt to talk to someone. Why is there no way to schedule an appt online? An antiquated, unreliable system.
C.B.
Hi T.H., thanks for using our blog. We currently do not have an online appointment scheduler. To make an appointment, call us at 1-800-772-1213. Please be aware that our call wait times are longer than normal. Wait times to speak to a representative are typically shorter in the morning, later in the week, and later in the month. We are working to improve our wait times and appreciate your patience. In the meantime, please complete our Feedback Form, which will give our team a better understanding of how we can improve our processes. We value your opinion and look forward to hearing from you.
AH
I experienced dual impact, entitled to both WEP and GPO refunds and increases in benefits.
Will the Social Security office process these soon? I have not been able to get through on the phone after several attempts and the office was flooded with people with appointments/who got there early. I need clarification on what to do. It is my husband’s record (I am a widow/spousal) that was offset and my own record (teacher). I am receiving only a partial on my own record and nothing on my husband’s. Advise please.