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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Cherie P.
It’s been interesting the past few days when reading how our SS checks will increase for one reason or another. It’s a shame I don’t qualify for any increases! Nope, January 1 my SS benefit DECREASED. Here’s how:! Medicare increased the monthly premium we HAVE TO pay for to get Plan B. I didn’t even benefit from COLA! I thought ANY AND EVERY PERSON who qualifies for COLA would see their benefit increase. Not only did Medicare’s increased Plan B premium WIPE OUT my COLA, but it was such a high hit that it also DECREASED the benefit I was already receiving! GONE GONE GONE
THIS doesn’t pass the smell taste.
Debbie
I have called my local office every day and after 18 minutes they hang up… i keep calling every 21 minutes for days and never got through… I have spent hours calling the main SS office number and have been on hold for hours…this is really bad customer service.. i am just trying to make an appointment because there are no linger walk ins..
Molly
I need to print out my parent’s SSA 1099 forms from 2024. They both passed away at the end of 2024 and we haven’t received their 1099 forms in the mail. Can I log in to their accounts to print out their 1099 forms? I don’t think they have ever used the on-line platform, so I would need to create accounts for each of them. Is this a legal step to take? Thank you
Meredith H.
I need to do this too! Why did they not come in the mail?!
Allen K.
The Social Security is not being used for the purpose it was established for, these funds are being used to fund many other programs and policies instead of what it was intended to fund. It is also being borrowed against in many cases and never paid back the funds borrowed. Many people are faced with this being their only source of income, and now many are being informed that it will end or have to be reduced by 50% of their current income to pay for their basic living needs.
Milly
Why don’t you make an online scheduling system? It’s 2025 not 1965
C.B.
Hi, Milly. Thank you for using our blog. And thanks for your suggestion about scheduling appointments online. You can submit your suggestion by visiting our Contact Us page. Once there, select the “Email Us” link. This will take you to the “Email A Question to our Support Team” form, where you can submit your suggestion. You can also 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.
Pam T.
Still waiting on the phone after 3 hours! Can’t walk in anymore, and I can’t make an appointment online- wth
T.Y.
Thank you for reading our blog, Pam. 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.
A S.
Who has time to wait on hold for over 3 hours. We are trying to make an appointment to change a kiddo’s social security name after adoption quickly so that he doesn’t have a discrepancy as he’s applying for jobs and can change the name on his bank account. We can’t walking and the only appointment available is when we are out of town on vacation so they are advising us to wait another 3 hours on hold to make an appointment. Frankly this is ridiculous!
C.B.
Thank you for reading our blog, A Sommer. 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. If you still need to contact us, wait times to speak to a representative are typically shorter in the morning, later in the week, and later in the month. 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.
John
The wait time for the call is always 2 hours or longer. Appointment scheduling should be done online easily instead of having to call!
C.B.
Hi, John. Thank you for using our blog. And thanks for your suggestion about scheduling appointments online. You can submit your suggestion by visiting our Contact Us page. Once there, select the “Email Us” link. This will take you to the “Email A Question to our Support Team” form, where you can submit your suggestion. You can also 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.
Marcie
I rather be waiting in line 3 hour and have it done than been waiting hour and days to make an appointment. This totally ridiculous!!!
I’m still waiting to get hold an agent to make an appointment. What I need is not in the online service.
Please someone help me!!!!
C.B.
Hi, Marcie. 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. If you still need to contact us, wait times to speak to a representative are typically shorter in the morning, later in the week, and later in the month. 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.