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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Harry R.
I have been waiting for 8 months to hear about My claim. It is stalled at stage 2. I could use the money!
S.S.
Hi Harry. Thank you for reading our blog. For security reasons, we do not have access to personal information in this venue. It may be best for you to visit your local Social Security office to discuss your claims status. We hope this helps.
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John S.
This works well in theory, except my local SSA office (Rockville, MD) is next to impossible to.grt through on the phone, so I can’t make an appointment. It would be far more helpful to be able to make online appointment. They clearly don’t loke answering the phone
harbi m.
In the future, is it possible to book appointments online
Rob
It used to be. They have removed that ability and replaced it with a phone number.
Beverly J.
I need to change the bank to which my monthly check is sent to for deposit?
S.S.
Hi, Beverly. Thanks for reading our blog. If you’re receiving Social Security benefits, you can change your direct deposit information online with your personal my Social Security account. If you’re getting Supplemental Security Income (SSI), contact your local Social Security office to update your bank account information. To learn more, check out Direct Deposit Information. We hope this helps.
Rashid A.
As I am travelling and in Canada now, I tried calling Niagara, NY office to setup an appointment. I called five times and every time the call drops after 10-15 seconds. Tried calling the main Medicare number and the approximate wait was 120 minutes. Since there is no way to book an appointment online, it is better I go to the office directly without an appointment.
Jose M.
In regard to your article “Appointments Growing (and Lines Shrinking) for Social Security Cards and Other Services, the article states that “Customers can still wait in line if they can’t or don’t want to make an appointment” however that is NOT the case in Oklahoma. Offices have sent out flyers to local organizations and posted them at the office saying that you must have an appointment. I have a picture of the flyer if you are interested.
SC
Same here for Rockville MD
I HAD an appt
Somehow I wiggled my way in
Very unhappy
SSA – the personnel have been much more hit or miss – very inconsistent
The office has been an F
The phone w long waits is 3outof4- literally.
S.S.
Hello SC. We are sorry to hear this. You can submit feedback by visiting our Contact Social Security webpage. Once there, select the “Email Us” link. This will take you to the “Email A Question to our Support Team” form, where you can complete and submit a compliment, complaint, or suggestion. In the meantime, we have forwarded your note to our colleagues in Maryland. We hope this helps.
Valerie
I found my experience the middle of the road. I didn’t like that I could not select a time that was convenient for me. I work but had to take what the offered. Now I can say that when I arrived at the Social Security office my appointment went very quick. Maybe have an online option to make appointment so the person can select a time that is convenient.
Danelle F.
We were told at our local office in Alexandria VA that walk ins are no longer allowed, but no appointments were available for weeks. Is this what is intended?
Felix D.
This has been my experience in Miami.
Thomas N.
How can I get an appointment at the Sioux City,Iowa Social Security? I have questions on the Medicare Part B 2025 premium. Also, I need information on WEP. I need to know what the yearly qualifying Social Security earnings for WEP were from 1974 to 2024. I need to know how many more qualifying years of Social Security earnings it will take for me to eliminate the Elimination Provision. My email is: tjnyhus@msn.com. My name is Thomas Nyhus. I tried a phone number: 1-800-772-1213 and it had me on hold for three hours and 51 minutes before it disconnected and hung up.
S.S.
Hi, Thomas. Thank you for reading our blog. Unfortunately, but for your protection, we do not have access to personal information in this venue. We do ask that members in our blog community to contact their local Social Security office with questions about their specific case. To find the contact information of your local office, visit our Office Locator page. Please remember, never post personal information on social media. We hope this helps.
Rob
Same has happened in Spokane WA.
They seem to be bottle necking the process for some unfathomable reason.