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.
Did you find this Information helpful?
Tags: appointments, online services, services
See CommentsAbout the Author
Carolyn W. Colvin, Acting Commissioner of Social Security
Acting Commissioner of Social Security
Comments
Leave a Comment
Please review our Comment Policy before leaving a comment. For your safety, please do not post Personally Identifiable Information (such as your Social Security Number, address, phone number, email address, bank account number, or birthdate) on our blog.
quacy m.
the mcleods, bluchers, clarks all from south america, all trying to make north american babies just to get citizenship and is making like a jew Ghettos in the United State for germs and chemistry. these family names are over populated in north america and they are from south america guyana.we also have the up to date in our home monty fortune and raheem mcleod from these family last names
Mary D.
Trying to find where a person with a terminal illness doesn’t have to have an appointment to be seen at a local office. This has to do with fraud.
Linda J.
I have been trying the national number and Tyler TX office since 10/11/24 with no luck. Ibhavent held fir over an hour a few times to no avail. I had 12/11/24 to contact SSA. I did get a message ib automated message to receive call back and not lose my place. That was 1/18/24. No call received. This is very important to me as you care taking money out if my SSI payment. I have found a couple of places to leave a message on line. Never heard anything except my message was not understood.
I also tried to open My Account but never could because I was told I already had an account. I tried everything to log in. Nothing happened.
Kimberly
The appointments by phone call is a nightmare. I called the regular number and was on hikd for hours. For them to tell me to call the local office instead. I called the local office number and it keeps hanging up on me saying that its busy. I have been on the phone since 9am and its 3:17pm now. When I did get a hold of someone at the local office they said the system wasn’t allowing them to make an appointment for me and that he would call me back in a half hour. I never got a call back. Now I’m back to calling. There’s no other way to get seen. Meanwhile they drastically reduced my disabled childrens ssi and we wont be able to pay our bills. It is going off of my exs income when he hasn’t lived here in 2 years! I tried to walk in and was turned away saying its by appointment only. WHAT AM I TO DO!?!?!
MajJohn
Stand in line to make an appointment to get an appointment, that’s what you do and don’t forget the proof to show your husband no longer lives there or you’ll have to make another appointment.
Janice B.
Please explain to me how waiting for 2 plus hours to make appointment on the phone, and forced to listen to a horrific continuous loop of god-awful Muzak with the same intermittent announcements, is in ANY WAY a better system than waiting in a line in the office in which eventually I am able to see someone??? And why, for the love of technology, do you not have an online appointment scheduling system? Especially since one I FINALLY reach a person in the office that they tell me for the next 21 days there are no appointments open and to call back???
Bingie
I called, waited for awhile, and finally was able to make an appt on Dec 24th. Turns out Ss offices are closed on Dec 24th. Why did the Rep on the phone allow me to make an appt on Dec 24th? This is really simple to prevent.
John_D
The president made the decision to close SSA offices on the 24th. He did not notify SSA of this until the 23rd, so some appointments were already scheduled.
CC
This is trial and error, be patient. Like any office/ place, some days or times of a month are super busy, others wide open, depending where you are… during early covid shutdown, a phone rep. told me to call nearer to closing time, for a shorter hold. This still works sometimes. Allow critical-urgent issues weeks, not hours to connect with federal government. Try get on a multi-line phone/ keep cell phone plugged in. Pray you get call answered on a lucky day hundreds more staff, fewer millions trying to reach them. Breathe deeply more. Practice your three short sentences, speak concisely about why they may help. Say Please and Thank you for their really good listening. (More things might be a changing after 2024 )
Sylvia H.
I went to the Medford, Or office. I was greeted by an armed officer who only recited what I was not to bring into the office. I confirmed and asked if I could enter. At entry there was just a small sign that said here is a kiosk. I went to the kiosk and got a number. I sat for a long while and watched both window employees leave (break?) when they returned one announced that if you are waiting without an appointment you need to leave an make an appointment. That goes against the information in this blog. I left and called the number and after a 6 minute advisory tried to state that I needed to make an appointment to the automated system. It didn’t understand and repeatedly told me how to appoint a representative and encouraged me to hang up. After I finally said a magic combo of city and appointment I was offered a 120 minute wait. I drive to a parking lot and waited 120 minutes. Never connected. I went home and I’m currently on hold for 60 minutes and counting. We should be able to make a local appointment online. I used to be able to reach the office directly and it was easy. What works in one state is not best for every city and state.
Jimmie R.
No comment at this time!!!
B W.
I am glad the appointment system works for some. My experience says it does not. I have called the Buffalo office in Las Vegas numerous times, listened to the spiel ask if I wanted to spaek to the next available rep and when you enter the appropriate number the recording says “all of our agents are currently busy. Try your call later. Good Bye” and disconnect the call. I have also received numerous calls from people trying to set up appointments that state they have call the national number, sat on hold for 2-3 hours just to have the call disconnect. There has to be a better way.
S.S.
Hello B W. 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 Nevada. We hope this helps.
donald m.
hes right you have to wait three hours to get through to make an appointment if you cant access your account washington becoming more full 9of malarky by the day
MajJohn
Your experience is typical, waiting in vain or for hours to make an appointment is hardly better than waiting in line. SSA tracks the # of hangups that happen because people can’t get through, but you’ll never see that figure.
Even this headline about some people applying for SSI is clickbait. Just try to find that blog. SSA’s services are never going to improve until they address staffing shortages.