Online Services

Social Security’s Plan to Better Serve You

July 16, 2020 • By

We are committed to improving service to the millions of Americans who expect and deserve timely and accurate help from us.  This effort requires that we modernize our technology so we can provide our employees with effective, easy-to-use tools that help them do their job well.  As the COVID-19 pandemic has also underscored, we must offer additional online, remote service, and self-service options that you expect from organizations today.

While such service options depend on modern technology, many of our systems are more than 30 years old.  Thus, nearly two years ago, we initiated a multi-year Information Technology (IT) Modernization Plan to replace our outdated systems with updated technology that enhances our service capabilities.  We have updated this plan to build on the tremendous progress we have made over the past two years and to reflect input from public and private technology experts, our frontline employees, and most importantly, from our interactions with you.

This update enhances our focus on improving our services online, over the telephone, and in our local offices.  We are also committed to ensuring that the service options we offer are both secure and easily accessible.  Currently, it is too hard for many people to prove who they are to access our online services, which is why we have made improving our my Social Security account registration process a foundation of our modernization efforts.

We will continue to review our IT Modernization plans to make sure that they are flexible enough to keep up with rapid technology change and future customer needs so that we deliver on your expectations. I invite you to read our IT Modernization plan and the 2020 Update.

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About the Author

Andrew Saul, Commissioner, Social Security Administration

Andrew Saul, Commissioner, Social Security Administration

Commissioner of Social Security Administration


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  1. Barbara Pespisa

    SSA missed my Oct. payment due to a clerical error. It has been a nightmare trying to get this resolved. Called the national # twice and the local office 3X, they all say they will look into it, nothing happens. Now I have my rep’s office looking into it, still nothing. Have to wait another 15-20 business days. My problem is, NO accountability at SSA. No way to speak with anyone above the “answers the phone” level. No one ever calls you back. I foresee a future of me bugging the SSA for years trying to get this resolved. It’s a simple problem – was supposed to get a check (deposit), it never showed up. No gray area. I got November’s payment just fine.

    • Vonda

      Hi Barbara, thanks for using our blog. We are sorry to hear about your experience. You can submit feedback by visiting our Contact Social Security page. Once there, select the “Email Us” link. This will take you to the “Email A Question to our Support Team” form, where you can complete and submit a compliment, complaint, or suggestion. We hope this helps.

      • Alex

        “Email Us” works fine! Here is the typical answer – a lot of useful information:

        Thank you for contacting the Social Security Administration.

        We apologize for the delay in answering your inquiry. We regret any inconvenience this may have caused.

        Internet e-mail is not secure enough to transmit your personal information. For this reason, we do not use e-mail to discuss information involving Social Security claims, payments, or other Social Security-number related issues.

        If you have confidential questions or if your inquiry requires access to your personal information, you must contact our toll-free number, 1-800-772-1213, or your local Social Security office.

        You can speak to an 800-number representative from 8 a.m. to 5:30 p.m. on business days. Telephones generally are less busy during the early morning from 8 a.m. to 9 a.m. and in the late afternoon and evening from 5 p.m. to 5:30 p.m. We encourage people to call during these times to avoid busy signals and extended wait times.

        Our phone lines are also busiest early in the week and early in the month. Call volumes are also highest during the first three months of the year. However, if you’re planning to file for benefits, you should call us as soon as possible.

        If you call, we can serve you better if you have the following handy:

        –Your Social Security number;

        –A list of questions you want to ask;

        –Any recent correspondence you have received from us; and

        –A pencil and paper to make a note of the information we provide.

        People who are hearing-impaired may call our “TTY” number, 1-800-325-0778, between 8 a.m. and 5:30 p.m. on business days.

        Callers from Alaska, Hawaii, American Samoa, Guam, Northern na Islands, Puerto Rico, and U.S. Virgin Islands may receive different “live” service hours. However, they will continue to have automated services 24 hours a day, 7 days a week.

        You can obtain the address and directions to the nearest Social Security Office on our Web site at the following Internet address:

        • Roger

          A BS answer. The phone number is clogged, with waits of several hours at times. They cannot fix anything, either. sorry.

    • Roger

      Perhaps there’s a postal thief. Some people follow the postal delivery guy and take social security checks (2 crimes, there). Was a real problem at some locations in California for a fair period of time, and may still be).

  2. Kimberly A Moriconi

    I have been trying for seven months to get a detailed statement of my employment history to finish up my retirement paperwork from my State sponsored retirement plan. I submitted the required document (SSA-7050) along with payment on July 12, 2020, and SSA signed for the document on July 15, 2020. I patiently waited the 120 days noted on the form and started making phone calls to the 1-800 number on the form only to sit on hold for over an hour (this is an average wait time for each time I call). If I am able to get someone on the phone I am told that they will put in an inquiry on by behalf and when someone has time they will call. I am literally told when someone has time I will get a call. I guess no one has had time since November 2020 because no one has returned my calls. I have asked for help from my Senator and the President. Unfortunately, SSA’s response to both these inquires is to resubmit my request coupled with a description of how difficult is it to honor my request. I have sent numerous emails through your “Contact Us” email only to get a response that no one is able to provide me any information at this time. I have even faxed the request to a number provided in the response my Senator’s office received.
    As a result of me not getting this paperwork by December 2020 I am not able to start drawing my retirement pay as planned. Everyday the SSA prolongs fulfilling my request I am losing money.

    I would appreciate it if someone would take the initiative to find my paperwork and honor my request. As a life-long educator and U.S. Army Veteran, I am disappointed in the quality of service I have experienced with your organization.

    Side note – the following statement appears on this website which I find interesting since I seem to be contributing to the financial well-being of the SSA but cannot get the service it should be providing.

    “Paid for at U.S. taxpayer expense”



    • Vonda

      For your security, Kimberly, we do not have access to private information in this venue. We ask that members in our Blog community work with our offices with specific questions. You can call us at 1-800-772-1213 for assistance or you can call your local Social Security office. Please look for the general inquiry telephone number at the Social Security Office Locator. The number may appear under Show Additional Office Information. Please be aware that our call wait times are longer than normal. We hope this information helps.

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  5. Cheryl

    I have been trying to help a friend who is deaf change his address and his direct deposit to a different bank. He recently moved and is now closer to the Chase Bank. I have tried to change his address and the direct deposit to his current location, but I have been having a bit of difficulty helping him with Social Security for too long. I became his power of attorney when he became hospitalized earlier this year, but Social Security said they don’t recognize power of attorneys. How can I help him get his Social Security benefit and his new address registered into the Social Security Administration? Your 800 772-1213 agent said her supervisor would call me, but I have heard nothing from her/him.

    • Vonda

      Hi Cheryl, thanks for using our blog. Check out this Frequently Asked Question for details on how your friend can change his address. Check out this Frequently Asked Question for details on how your friend can change direct deposit.

      You may also want to check our If You Are Deaf or Hard of Hearing web page for details on how to request a reasonable accommodation. You can call your local Social Security office for assistance. Look for the general inquiry telephone number at the Social Security Office Locator. The number may appear under Show Additional Office Information. Please be aware that our call wait times are longer than normal. We hope this information helps.


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