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.
Did you find this Information helpful?
About the Author
Social Security Administration
Social Security Administration
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.
Ann E.
When will we see a refund of the duplicate Medicare premiums for those of us that were having them deducted from our CSC benefits and started getting SSA benefits? I have been waiting since March.
Juris D.
I received my retroactive payment for the year 2024 ,social security fairness act, in February,but my regular social security payment was last made in January. What makes it take so long? My guess is that in view of the elimination of the elimination of the reduction because of windfall profits, my payments have to be readjusted-but you write that all changes have been completed. Please advise
Juris D.
It would seem to me that I state the problem and you do the replying,not vice versa.
Sidney W.
When will the over payments made to Medicare that were withheld from SS be refunded. Because of WEP/GPO monthly SS was not enough to cover premiums so entire benefit was withheld and I paid a lump sum difference. Wife now qualifies for spousal benefits that covers about 3/4 of Medicare premiums. She paid full premiums out of pocket. The retroactive payments did not include the monies already paid for Medicare for either of us. When will refund be processed?
KLB
Your supposedly enhanced efficiency due to cuts from DOGE don’t impress us. Cutting people off from their benefits don’t impress us. Your propaganda newsletter doesn’t impress us.
janet p.
I wish this had been in place years ago
My hearing impaired son was denied Ss disability becausevI insisted he get a part-time job
After 30 job applications he finally got a job. Meanwhile all of the other kids in his class got Medicaid and Ssi disability
We worked hard with our incomes totaling $2000 over max when he was young. It was a disgusting system at the time
Congratulations on the changes
Madeline L.
Thank you Commissioner Frank J. Bisignano! Your leadership is changing the direction of SSA for the benefit of us all!
In the past, I’ve been on hold for almost 3 hours when calling! Wait times at the branch have also been very long. I really appreciate the attention improvements that have long been needed. Wonderful to see good things happening for the American people. Thank you!
Married2paisano
Oh my gosh. You are saying something positive. Thank you.
Linda N.
I wish this Agency would be more receptive/helpful to Retirees living outside of the US. Even though you list a telephone number in Virginia, no one ever answers and no one returns overseas calls. Being outside the US you are aware that the 800 numbers are not available to us. We should not be ignored! We worked many years and paid into the system and should be afforded the same customer service as anyone else. In our household we have not been able to access your online system since it was upgraded.
Metin E.
Please adjust the form for creating ” my social security” account, for citizens are living abroad. When sign in SSA through Login how. Form can not be filled because system doesn’t accept foreign address and phone number because it is for USA . Thank You.
Robert s.
I have notified S.S.A four times in 3 years to please pay my childrens benefits. But you keep ignoring me. I paid into social security since i was 14 years old. You left us in poverty. The congress approved payments were to keep families from going into poverty. You failed badly. You did not do your reponsibility under the law.
Susan F.
I did not receive “Key Milestones in Customer Service Transformation” when I tried to create a legitimate account on login.gov. While trying to download my driver’s licence I received numerous error messages that there were system problems and retry. I tried with the assistance of a very ernest, professional and informative gentleman CSR for a total of 25 minutes with no success.
Tyler D.
If you are trying to upload a document (like your ID and have issues with the process, I could most likely be fixed by adjusting your screen to the desktop view , if you’re attempting to do this on a mobile/cellular device). I had the issue when trying to provide ROI to the SSA and my I couldn’t get a uploaded . Then I changed to the desktop view and the camera and tools opened up to a much more cleaner and fully functional Environment, took just one snap for both front and back each upload was immediate and the submission was effortless after. I did leave this feedback with the SSA after the my submitted docs , this was around February, explaining the bug in the UI and suggested they at least provide this detail so people can submit on time. I guess the feedback isn’t worth time and energy?
Anyways. The 3 dots , if using a chrome in the top right corner (browser settings menu) scroll down to Desktop View and Check the box. Then try using the camera within the SSA platform and see if that works.