Social Security Achieves Key Milestones in Customer Service Transformation
Reading Time: 2 MinutesLast Updated: July 8, 2025
The Social Security Administration (SSA) today announced significant progress in its ongoing efforts to improve customer service while handling record transaction volumes. Key milestones include:
- Completing over 3.1 million payments to all who were entitled under the Social Security Fairness Act (SSFA) five months ahead of schedule
- Continuing to upgrade SSA’s telephone technology nationwide, deploying the platform to 841 field offices, representing 70 percent of field offices nationwide
- Reducing the average speed of answer (ASA) on the 800 Number to 13 minutes, a 35 percent reduction compared to this time last year and over a 50 percent reduction compared to last year’s annual average
- Optimizing technology on the 800 Number so that 90 percent of calls handled are now served via automated self-service options or convenient callbacks, minimizing hold times
- Implementing a new service model in field offices that has reduced wait times about 10 percent for all customers year-over-year
- Decreasing the initial disability claims backlog by 25 percent, from a record high of 1.2 million cases pending last summer to 950,000 cases pending today
- Achieving a historic low of approximately 276,000 disability hearings pending, with customers experiencing wait times 60 days shorter than last summer
- Upgrading the my Social Security online portal to provide uninterrupted, 24/7 access to customers starting mid-July
These milestones come just two months after Commissioner Frank J. Bisignano was sworn in as SSA’s 18th Senate-confirmed leader, with a vision to transform the agency into a premier service organization. Since his appointment, Commissioner Bisignano has engaged directly with employees across the country to understand their challenges and drive immediate improvements.
“My top priority is to transform SSA into a model of excellence—an organization that operates at peak efficiency and delivers outstanding service to every American,” said Commissioner Bisignano. “The American people have waited long enough for better service, and they deserve the absolute best from their government. I am deeply grateful to our dedicated employees who are already making this turnaround a reality.”
SSA has faced significant challenges in recent years, including service backlogs, long wait times, and low employee morale. The agency has ranked last among large federal agencies in employee satisfaction for three consecutive years. Under Commissioner Bisignano’s leadership, SSA is working to reverse this trend by equipping employees with the tools and resources they need to improve performance across all operations. Central to this transformation is SSA’s commitment to becoming a digital-first, technology-driven organization.
For more information, please read our fact sheet on SSA accomplishments.
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Susan M.
I spent 25 minutes on a call with a very professional, informative & ernest gentleman. We both tried to download my driver’s licence picture to login.gov so I could have a legal, proper account to access. Frustratingly an error message was constantly coming up. I did not experience “Key Milestones in Customer Service Transformation” I believe your organization is trying to cut off my benefits with a technicality. How immoral you are.
Retrievermom
I think I would make an appointment and go in with your Driver’s license.
MARY A.
This article is not true. I moved recently and had to contact my congressman to change my address and phone number because I had no access to login.gov because I changed my phone number. I still cannot log in because they want me to take a picture of my new driver’s license and also to take a picture of myself. I am 80 and I am having a hard time. So, I have no access to Social Security. I have called five times and instead of answering the call they disconnect the call. I don’t know what to do.
Carol M.
This is self-serving garbage. Please show the stats on how many people actually got that “convenient callback” when they chose that option. And do the stats include the callers who just hang up after 30 minutes on hold? Or do they only count the callers who “are served”?
Sue
I can honestly say this is the first time in TWO YEARS that the Social Security Administration has replied to 6 urgent contact letters I sent over the same period of time. The past administration made repeated errors in THEIR calculations which cost me hundreds every month for over 9 months. There was no way to reach them by phone regarding their cryptic letters regarding “errors in THEIR calculations , and after 6 appeals, they just ghosted me and never corrected their errors. This week, it has been addressed and corrected, just like that! I could cry with relief and appreciate the changes and improvement in the new Administration in finally helping me. Sincerest Thank you!!
mrs
Yes indeed. It is working better.
commonsense
Kudos, Sue..I’m also grateful that it has improved under this administration, Commissioner Frank. When I applied for retirement at 70, I went in person, in 2023, I had to wait several minutes, then see one person who mumbled through a mask to me and I am hard of hearing. I was terrified because I could not hear him. He sent me to another window. I saw a nice man there. He mumbled more slowly and considerately through his mask. I asked to apply for my retirement. He said they did not do it in person but he would have someone call me on the phone two months later from that date to take my application on the phone. Remember I am hard of hearing . So this means that it took one office person who could have taken my application then and there, and another person who was “working from home” to call me two months later. That meant TWO employees to take the application of ONE little old lady. It was not efficiently working during the last administration. I agree it is better now.
Bob M.
Recently, I wanted 100 minutes on hold before my call was answered. I was inquiring into the status of my deceased sister’s final SS check for which I applied for 9 months ago. Their claims of improvement are bullshit.
Annie L.
I know a person who was suppose to start receiving Disability payments in November 2024 and each month he is told that he will get his next month and here it is 9 months and still he has not gotten his check. I made him an appointment and he went and still did not get his check. Something is wrong in Casa Grande, AZ Social Security.
Robert S.
You all are doing a really good job and service for the elderly and disabled.
Thank You
Michael
It would be more helpful to us and efficient if SSA Form 7162 (Foreign Enforcement Questionnaire) for Retirees Living Abroad could be accessed through MySocialSecurity online rather than sent via snail mail which could get lost in a very poor mailing system in some countries like the Philippines.
Leo
Completely Bull shit wait times are 3 hours and you reduced the easiest part by releasing payments early?? Go fuck yourself
greeklady
I noticed much shorter wait times when I called.
Rwjt
my wait time today was 110 minutes said give my number and they’ll call me back. They called me back three hours later which I’m sure is more than 110 minutes processing disability claims in the backlog still in the backlog two years later. What I did like were the weekly meetings that were on YouTube but they stopped them.
Greeklady
I agree on the YT meetings. I miss the YouTube weekly meetings. As to phone, I think the short wait I had was bc I called so early in the morning. it was 0 minutes…but I have had long waits before.