The Social Security program is nearing a century of existence and during this time, the program has been providing vulnerable Americans with a stable income in the form of a monthly benefit check. The Social Security Administration (SSA) is the agency tasked with ensuring the program runs smoothly and payments roll out each month. In May of this year, the SSA welcomed Frank Bisignano — who had been nominated for the role in the beginning of the year by President Donald Trump — as its new Commissioner. Commissioner Bisignano has shared that he hopes to make the SSA a “digital first organization”.
Previously, following the DOGE-enacted cutbacks, the number of customer service and SSA website crash complaints rose significantly, however, it now appears that the agency is working towards bettering its technology and services to better aid its beneficiaries. Amongst the more notable milestones reached by the agency as of late is the latest upgrade that has been made to the my Social Security portal. Here is all you need to know.
Social Security online portal gets an upgrade
After previously having scheduled downtimes in place, as of mid-July, the my Social Security online portal will now be available to access at any hour of the day — giving beneficiaries an additional sense of flexibility when it comes to addressing any issues they may be having with their accounts. By allowing for unlimited access to the online portal, web traffic will likely be reduced and as a result, the likelihood of the website crashing due to overloading will also be reduced.
With this unfettered access to the online portal, both beneficiaries and non-beneficiaries alike can now “request replacement Social Security cards, upload documents, submit online forms, and manage critical features such as direct deposit information, tax forms, and benefit verification letters. Non-beneficiaries can also check application statuses and access personalized estimates of their or their spouse’s benefits,” as per the agency.
Whilst the agency is upgrading its technology and customer service, the Social Security program is also currently facing growing financial strain with a shortfall to the trust funds estimated to occur as soon as 2034 according to the latest annual report from the Social Security Board of Trustees. If lawmakers do not take action soon, the program at large may no longer be able to sustain itself or pay out 100% of its benefits as the non-trust fund revenue is not enough to carry the program alone.
Other milestones achieved by the SSA
In addition to upgrading the online portal to allow for uninterrupted access 24/7, a July 7th press release from the SSA has revealed several other notable achievements made by the agency recently.
The agency began making Social Security Fairness Act (SSFA) payments in February and despite initial estimates shooting for early November as a timeline for completion, the SSA has successfully processed all SSFA related cases as of July 7th — five months ahead of schedule.
The agency will also continue to upgrade its telephone services and technology with the new platform already deployed at around 70% of field offices across the country. The SSA has also shared that it has reduced “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.” Furthermore, it is also “implementing a new service model in field offices that has reduced wait times about 10 percent for all customers year-over-year.”
“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,” Commissioner Bisignano asserted in the July 7th press release. “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.”