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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Aung S.
I didn’t receive any letter in myanmar.stop my benefits.i am Cancer man .how to help me.i didn’t receive banking account SSA.1199.i can’t walking always in bed.Thanks for your help.
Tommy M.
All I C is 7 people that don’t care when I get to the individual offices SSI offices I see more because of the attitude that we receive the non service oh we ain’t got enough people to do that It makes it so we don’t want to use the SSI the technology new that y’all say y’all provide It might be easier for you but not for us Make it more easier for us!
Ann J.
On 8/13/24 I received a letter from SSA asking me to contact them to make an appointment as I was eligible for additional benefits due to the death of my ex-husband. I called that day and they told me there were no appointments available. I’ve been calling monthly to try to make an appointment and I am repeatedly told there are no appointments available and to wait 10 days and then call the local office. The local office tells me they can’t help me and to call the central number.
Paula D.
Fri 08/08/25
Thank you for everything you are doing to help all of us. Please note, on this website, the “Did you find this information helpful?” buttons “YES”/”NO” do not work.
So, YES, I found this information helpful. Stay awesome SSA.
Judson J.
Ask your public and employees what the issues are as both are stakeholders. I will be repeating myself when I suggest the rule of working part of the year that retirement takes place and not being FRA will cost the citizen. Overpayment occurs since there is not a clear way to “communicate changes” that affect the amount the person is paid that same year. In other words, the income limit needs to be clarified and no monthly payments scheduled if income has already exceeded the max allowed. To find out 19 months later and have income reduced after only 2 months notice is wrong. A reconsideration was approved and reduction of income went from 50% to 10% for 2 years.
Lisa C.
Please ask the Commissioner, to read and respond to my comment regarding senior’s inability to navigate the automated systems and the extraneous hours spent on telephone hold. These citizens are not equipped to wait several hours on hold only to be disconnected from the queue upon close of business. Further, many do not have access to online services. Our seniors need and require in office service and/or.local office telephone service.
Lisa C.
Please define the systems changes and operational procedures set to support the Commissioner’s initiative to verify identity via telephone and online.
Most importantly, how are the aged, non computer literate supported by these changes? Many of the aged population cannot navigate through the miriad of telephonic voice prompts and are severely disadvantaged by the new i.d. verification process.
Since the majority of SSA eligible individuals are uncomfortable with the online process and cannot wait 6+ hours on hold for telephonic assistance, please Commissioner, explain how you will service the continually aging baby boomer population.
N. O.
If you are doing so great, why have I been waiting over a year to receive my first SSDI check?
Kim T.
I find I am getting much Blog information. But no direct information on my case! Even when asking for it. At the end of this month I will have reached the longest time it should take( I was told on the website and phone and office)to know about my appeal. I have received no info yet. Will information on communicating about individual cases be getting better soon?
Donald S.
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