In pursuit of bettering its service delivery, the Social Security Administration (SSA) recently implemented various technologically driven changes to its systems. At the beginning of the year, the agency faced some criticism regarding its February announcement to downsize the SSA workforce from 57,000 to 50,000 employees over the course of the 2025 fiscal year. Concerns of service delivery roll outs were also further exacerbated by the presence of the Department of Government Efficiency (DOGE) at the SSA.
Subsequently, in May when Frank J. Bisignano was officially appointed to the roll of SSA Commissioner, he shared a goal and desire to make the SSA a “digital first organization”. Recent updates from the agency have revealed improvements to services and systems already available at the agency such as 24/7 access to online services and shorter wait times when calling the SSA phone line.
Social Security Commissioner visits field office
Included amongst the new improvements to service delivery and customer service at the agency is:
- 24/7 access to all online services through the beneficiary’s my Social Security account which previously had scheduled down times
- An automated phone system that allows callers to verify their benefits, check claim status, change their address, or request tax or Medicare forms
- Shorter wait times for in-person services
- Fast decisions and more options regarding disability and hearings
Recently, as per an August 21st press release, SSA Commissioner Frank Bisignano visited a field office in West Virginia to witness the new improvements first-hand. Since being appointed to the commissioner role, Bisignano has been visiting field offices across the country, “meeting with staff and hearing firsthand about the opportunities they see while serving the public.”
“We serve more than 300 million Americans with Social Security numbers, and when any one of them visits or calls an SSA office, they deserve world-class customer service,” Bisignano shared in the August 21st press release. “The SSA customer service transformation is exactly what I saw today in West Virginia. Since my confirmation, I have visited field offices each week and the feedback I’ve received directly from employees has been instrumental to the progress Social Security has made to serve more people at faster speeds.”
Joining Bisignano in his visit to the field office was Republican Senator Shelley Moore Capito of West Virginia who stated the following: “I was thrilled to welcome Commissioner Bisignano to West Virginia and show him firsthand the dedication of our Social Security staff. During our visit, we were able to see how recent improvements are helping to strengthen customer service and better meet the needs of West Virginians. I will continue working with Commissioner Bisignano and the Social Security Administration to ensure our field offices have the resources and support they need to provide timely, high-quality service to those who rely on them.”
Other achievements at the SSA
The press release also goes on to list four notable accomplishments held by Bisignano in his first 100 days as SSA commissioner. These include:
- Drove Down Field Office Wait Times 30 Percent: SSA lowered the average wait time in field offices from about 30 minutes last year to just over 20 minutes so far this year, or a nearly 30 percent reduction. In West Virginia, the average wait time is less than 20 minutes, which is below the national average.
- Reduced Call Wait Times While Serving Twice as Many Customers: SSA drove down the average speed of answer on the National 800 Number from 24 minutes in July 2024 to an average of 8 minutes in July 2025. In West Virginia, the average wait time is just under 6 minutes for customers who call a field office.
- Provided 24/7 Access to Online Services: SSA eliminated 29 hours of scheduled downtime each week for its online portal, my Social Security.
- Reduced Initial Disability Claims Backlog to the Lowest Levels in Four Years: This is a 26 percent reduction from the all-time high reached in June 2024 under the Biden Administration. SSA has also maintained historic lows of disability hearings pending, with average wait times reduced by nearly 60 days since June 2024.