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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Lacey
Someone needs to look into the Social Security workers. I have called all week and have been on hold for over 4 hours or more. Then, my call disconnects once it turns 7pm. This is absurd and sad. What is going on they are working from home and refusing to take calls. It can’t be the times. I have called in the morning and been on hold all day.
Rob
Starting 2025 in Spokane WA
It is now taking over 3 hours to get an appointment for an appointment!
Why are you doing this?
It is taking sometimes 5 hours on the phone to set an appointment!!!
Pamela
I’m sitting here on hold right now and I’ve been on hold for almost 3 hours just to get an appointment. !!!
Tanya
1/8/2025 – On hold so far 3 hours and 6 minutes. Any other business that pulled this would be out of business. It’s frustrating there is no recourse for us. Government agencies count on people giving up. My son hasn’t received his January 2025 payment. SSA made the error, but we pay the price in more ways than one.
Angie P.
Is there anyway to talk to a live person?
I’m am not able to get a appointment with the member’s listed. I could almost repeat verbatim the repeated messages..pause for music…repeat message. I knew before calling it may be 2+ hours so I waited and listened.
This I have done 4 times and never once did it connect to a agent. This is
why I am going to the local office and if it takes a long wait only to be told make a appointment? You mean the ssa workers on site can’t then and there make me a appointment? All I need is a willing person to listen to my issue and fix it! At least try. It is not to much to ask since you are here to help!
The ironic thing about the long phone wait time’s is the one where she ask me to stay on the line to take a survey after the agent hangs up! That’s funny he/she never ansewers…Lord all mighty
Tammy F.
Experiences with SS is why government employees and systems have such a bad reputation. It’s truly pathetic
Jo J.
Seriously. I waited on hold for over 3 hours just to have the system hang up on me. I called the local office. After 18 minutes on hold, it hung up on me as well. Second attempt was successful after being on hold for an additional 15 minutes. Then while trying to explain the issues I have with the process – she hung up on me! Half of my day wasted just trying to get a human on the phone because there are no other options available in my situation. I read here that mine is not even remotely an isolated incident. You people really need to get a heavy dose of the D.O.G.E.! I, and I’m sure that many others, will be certain to tip that department about the SSA and their fictitious stats and efficiencies.
J W.
I totally agree with you. This is nothing but lies with this article. We all need to contact our Reps issue and DOGE needs to look into their processes and operation. We all know what the problem is here and why they are back logged more now than ever before. For one it is teleworking and second it is the people allowed to be in there when they should be coming in from all over Countries. A joke.