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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Conrad H.
Why is it when trying to get through all the Medicare options out there and available it seems so confusing?
Doug U.
There no substance to this announcement. What specifically was done to enhance service. A rollout of what? And how did this unknown rollout improve service?
Sherri M.
I can’t get into my account because my phone number changed and they couldn’t help me at all at SSI office!!!!!
Frances A.
Can I change my direct deposit bank account by calling my local branch
Greekmarried2paisano
Thank you. To Congresswoman Malliotakis, yassou. To Commissioner Bisignano, grazie. To SSA staff, you are excellent.
Im hoping that people who are on direct billing with Medicare premiums who switch to deductions from SSA benefits because they got Medicare before they got SSA retirement will be able to see a seamless transition. That’s the only suggestion I have ..so they won’t be paying double premiums which require refunds later. Is there any way to get CMS and SSA to work together on that ? Thanks
Manja Y.
You think that the technology you vaguely described is going to take the place of a field office where people can see an agent face-to-face? Closing the Newburgh, NY office causes people, many of whom depend on public transportation, to have to go to middletown (over 20 miles away). How does new technology help them?
Janice F.
I have called, visited an office in person and written a letter, all since March, and have had no help with my problem, or in some cases, no response at all..
Wanda T.
What is the new technology??? What rapid response??? We are still holding for two or more hours when calling for help!!! What exactly is the new technology??? This blog is about a commissioner visiting offices, there is no technology explanation merely that it was “deployed”???
Lonnie C.
What technology was implemented? We’re finding customer service suffers when AI replaces human CSRs. Any technology that actually does improve service is most appreciated!
Cynthia H.
I saw on YouTube Social Security Beneficiaries, SSI, SSDI, etc. banking accounts (if approved after vote) are going to be checked for balances, and if too high ($400 or higher), their monthly check will be decreased. This is disturbing because people have bill payments set up automatically, and a certain bill due date may be towards the end of the month, etc., which will reflect a higher balance in the bank account, plus my landlord has a terrible habit of holding rental/lease checks for sometimes three months or more(one has to allow that money to remain in checking to cover those checks. Thank you for allowing our input.