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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Sherrie D.
sadly, I tried to reach the 800 number and did that 4 times with wait times of over l.5 hours which twice I did and finally gave up totally. They announce on that number that the call back feature is no longer an option for them. So this article needs updating. When huge issues involving SS come to light, people need to know they can reach someone to help. Elderly people and others find online difficult to maneuver and usually a total mess. Please help us to either walk in to see you or at least get thru to you by phone/ get a call back. thank you for any assistance
Gloria H.
I have been on hold over 3 hours for many days with no luck. Yesterday the survey came up and no one had even answered my call. my application is 4 months old and in step 2 of 3 since Oct1st with no way to get an update
Tunica F.
Going on 3 hours on hold to make an appointment to clarify that parental income does not belong to my 8 year old. But this happens every single month. SSA seems to ignore those that can’t voice their needs without assistance.
Terrie K.
This has been a joke! Call your local office for an appointment time? I have been trying for 5 days, 4 times a day to get through to the Omaha office. Once again, the Social Security Administration has made things even more difficult for folks. My issue cannot be resolved with their online services. I would rather go stand in line for 2 hours.
T.Y.
Hello, Terrie. Thank you for reading our blog. We apologize for the call wait times you’ve experienced and understand how frustrating that can be. 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.
Cindy
On hold for 3 hours, didn’t get a call back option. Finally hung up, couldn’t take it anymore. Get it together.
T.Y.
Hello, Cindy. Thank you for reading our blog. We apologize for the call wait times you’ve experienced and understand how frustrating that can be. 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.
Dianne
I was on HOLD for over 2 1/2 hours and no one answered the call. It was definitely a waste of my time.
T.Y.
Hello, Dianne. Thank you for reading our blog. We apologize for the call wait times you’ve experienced and understand how frustrating that can be. 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.
Dani J.
Been on hold 2hrs. Wasn’t offered the call back feature as described in this article! Would much rather wait in line!
T.Y.
Hello, Dani. Thank you for reading our blog. We apologize for the call wait times you’ve experienced and understand how frustrating that can be. 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.
Amanda C.
I applied for diability for my daughter. I gave them all the info in person, she even said “we have everything we need”. I get a letter with a denial stating that its because they didn’t get all the info, but didn’t list WHAT info! I called this morning to talk to someone and got excited when I heard “wait time is 8 minutes”. Here I am, 1 hour and 39 minutes later! I can’t go in person either, because the office here in Cherry Hill, New Jersey will turn you away if you don’t have an appointment. I can’t even drop off paperwork without an Appointment. But I also can’t call to get one either. This is rediculous.
T.Y.
Hello, Amanda. Thank you for reading our blog. We apologize for the call wait times you’ve experienced and understand how frustrating that can be. 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.
Nancy H.
I would love to be able to make an appointment, but how can you get one when the offices do not ever answer their phone. I have received a letter that is incorrect and must be addressed, and need to go in and speak to someone, and I simply cannot get anyone to even answer the phone. I guess my ONLY choice is to go there and wait hours. This is hardly improvement in services if you can never even make an appointment to be seen.
T.Y.
Hello, Nancy. Thank you for reading our blog. We apologize for the call wait times you’ve experienced and understand how frustrating that can be. 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.
Sierra
Was on hold over 3 hrs with Social Security today and no one ever picked up. Insane!
Joy b.
The same here! I’m guessing that means I need to hang-up? It is 3:13 West Coast time. What a waste of our time
T.Y.
Hello, Sierra. Thank you for reading our blog. We apologize for the call wait times you’ve experienced and understand how frustrating that can be. 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.