Social Security Deploys New Technology to Better Serve You
Reading Time: 2 MinutesLast Updated: August 7, 2025
At the Social Security Administration (SSA), our mission is to provide you with the best possible service, whether you call us, visit a field office, or manage your benefits online. We are always listening to your feedback and the suggestions of our dedicated employees to find new ways to improve your experience.
Listening and Acting on Employee Feedback
Since his confirmation, Commissioner Bisignano has been visiting field offices across the country, meeting with staff and hearing firsthand about the opportunities they see while serving the public. For example, during a visit to our Staten Island, New York office this week with Congresswoman Malliotakis, the Commissioner spent time discussing how technology and process enhancements have improved the office’s ability to serve customers both by phone and in person.
During another visit on August 1 to our New Brunswick, New Jersey field office, employees shared a specific challenge: sometimes, when answering calls from outside their office’s traditional service area, they were unable to fully assist a very small percentage of customers due to system constraints. We recognized that, to serve you better, we needed to ensure our employees had the tools to help every caller, no matter where they are located.
A Fast, Effective Solution
We took decisive and immediate action. Last night, we rolled out an important update to our key workload processing systems. These updates now allow our employees to meet your needs, regardless of which office you call or where your case is located. This means that when you reach out to us by phone, you can expect even more consistent and complete service, no matter who answers your call or which office they work in. This rapid response under Commissioner Bisignano’s leadership is just one example of how we are working to transform SSA into a digital-first agency that puts your needs first. We are committed to making it easier for you to get the help you need.
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Christopher H.
You folks do an unbelievable job! Thank you for all your efforts and dedication.
Roberto P.
Is it true that ALL Social Security Numbers are going to be updated real soon ?
Larry J.
You’re diverting everyone in field offices to answer call center calls. Who is left to see walk-ins, let alone process claims? Tech is rarely a solution to human service work. Tech tends to serve tech, not people.
MARIO E.
This is really great news. It becomes extremely difficult to request help with important matters and control what you say as well as scary. There might not be any bad intent but have to be careful of the proper information or process. It’s difficult because we don’t have a direct interaction and with so many questions and concerns you need this information to start checking off pending issues. We will benefit greatly, we already feel like we are being observed with a magnifying glass. Being unable to perform certain tasks because of software, hardware. We have already been through so much and are exhausted. We still love where we live and love who’s around us. It is us up to me to demonstrate the proper performance, space to organize and execute duties with confidence, and avoid any unnecessary problems that arise.
Jerry
I’m very happy & relieved to get updates & information directly from SSA because most of these scare tactic clickbait Youtubes are exhausting for us elderly that can’t put up with them anymore, I wish they’d stop doing these and wish for big signs to only go here for “straight from the horse’s mouth”.
Tom J.
What were the actual improvements?
RH
What was the New Technology deployed?
Patricia
Thanks for improving your system.
Dan G.
Utilizing a feedback loop to improve a system is a time honored method to be used. Propaganda extolling the current bosses virtues, makes me think of Communist, socialist and Fascist country. Your misinformation on the OBBBA message, that has been widely panned, is another usage of the current propaganda tactic.
T. R.
Great! We need knowledgeable people and the best technology for the large and important group for all seniors.
When we call, we want the best help with fast response time.
I also hope the technology to pull from records so that people don’t have to dig up old divorce or marriage records when it’s an obvious fact of former marriage, to take care of this online instead of a trip into an office, as well. TY for making it better!!