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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Cody B.
I tried to sign up for a login acct and it says I can’t … I am at the 50 min mark of my est. 120 min wait time. I have 45 days to bring supporting documents in to receive my newborns new ss card. I risk losing my snap benefits without it! I hope that they can set me an appointment during this call … This is a horrible system.. I agree with others who have left comments id rather be able to go in an wait than have to make an appt. Im gonna try to walk in on the 27 since I have a ride for other errands that day but this is very ineffective please fix your system. Your literally putting people in crisis over the inability to handle out needs.
Carolyn F.
I was on hold for over 5 hours. I called at 1:39 MST and my call was answered around 7:00 MST. The above article recommends calling the local office to make an appointment. When I click on the link provided in the article, it takes me to a screen where I enter my zip code. The response is the national number. There is no way that I can see to get a number for my local office. Also, there was no call back option as I waited in the queue for over 5 hours. I’m thankful that my call was eventually answered but disappointed my issue is not yet resolved. SSA, you can do better. Provide a realistic estimated wait time. Provide a call back option. Provide a local number. Provide an on-line option that is NOT a bot for submitting questions. Allow people to show up at a local office without an appointment, as we used to. I’d rather wait at the office and eventually be heard rather than waiting hours for my call to be answered and to get no assurances that my problem will be resolved. The agent submitted my appeal and told me I’d hear by letter in 60 days. No option to actually discuss my issue with a live person other than the agent who wrote down what I said and submitted it to another department for review.
Cheryl W.
I have been on hold for over 4 hours and 40 min. At 7pm I was disconnected. What is going on? No call back was available.
Pam
On 1/5/25, for an unreasonable amount of time, I attempted to work my way through the Login.gov site, in order to register. Each (three to four) passwords I created, failed (error message), when I tried to log into the account I just set up. I followed all password instructions. Frustrated, I returned to Social Security site and tried logging in under my years old username & password. Here also, I was surprised to also receive an error message, that my account was locked, and I needed to wait 24 hours, b4 trying to log in again.
Tried calling SSA (800) number, for help. Remained on hold for 1hr 38min. Finally, I entered the call back que. Well it is now 1/22/25 and I have not received a call back from anyone at SSA. So, then, I don’t feel hopeful about in-person help at any of the SSA offices.
I don’t see any replies to any of y’all’s comments, from Carolyn Colvin’s office. Are replies ever posted to the blog?
Rebecca D.
I’ve been told that you can’t even go in person to the SS office in Fort Worth, Texas—that you have to call for a phone appt. When I called, there was no option to receive a call back. I tried for a couple of days. Decided to hold and it took 3 hours before call was answered. After talking with that agent, he took down information, but couldn’t give me an appt, because there were no dates open for over a month. Was told that I should receive a call back to schedule an appt within 5-7 days. So I have to pray I’m able to take the call when it happens, otherwise, I’ll have to call back and wait another 3 hours to be told the same thing. THIS PROCESS IS NOT WORKING OR VIABLE. We should NOT be limited to doing everything on the phone. I’d rather wait 3 hours in the SS office and be seen that day.
Jo P.
In two days I have lost 5 hours of my time on hold with social security. Time I will never get back. I have been on hold today for 3 hours. I have to hang up for a dental appointment. Still no resolution to my issue. Why do they not allow you to make an appointment on line. My on-line account offers very little options. UNACCEPTABLE!!!!
A C.
Having to wait 2 weeks for an appointment to get an important identifying piece of information is insane. I can’t get rental assistance now and only had 10 days to get this ssc.
Christa K.
I called SS at 4pm and was advised the wait time was 120 minutes. Per the website they are supposed to be open until 7pm which I thought gave me a 1-hour cushion. I was on hold for a total of 3 hours and at 7:15pm I was disconnected. This is absolutely ridiculous!!! How are people supposed to get important questions answered? The website does not answer all questions, and the answers are not comprehensive or thorough. How can SS and Medicare hold people accountable for penalties when they cannot get any answers or better yet get 3 different answers from the same agency. Totally unacceptable! This is why these agencies should be run by private organizations.
Mary k.
I have been on hold for over 2 hrs. I don’t know whether to hang up or not. This is my third time this week calling. No call back option. This is absolutely uncalled for. How can an agency work like this!
V.T. S.
1. Thank you for your post.
2. You too? My today attempt to contact a Social Security rep. at 1 800 772-1213 resulted giving up my place in the hold queue at the 2 hour and 37 minutes mark.
Julia
I have had the same problem on line for hours you get no where!! Finally got cut off when they shut down.☹️