Drawing from recent Social Security Administration (SSA) updates, it appears that improving service delivery and customer service has been priority number one on the new commissioner’s agenda. Throughout the course of the year, the agency has come under scrutiny following the Department of Government Efficiency (DOGE) enacted cutbacks and its plans to reduced the agency workforce by 12% over the course of the fiscal year.
Subsequently, advocates and former SSA officials raised concerns that the low staffing rate could result in slower service delivery and could potentially result in delays with benefit payments for the most vulnerable of America’s citizens. However, despite the push back, under the leadership of its new commissioner, the SSA appears to making strides in its mission to improve customer service as per its recent updates.
Amongst the various changes and improvements that the agency has enacted, the SSA has now expanded online access to all my Social Security account holders. Here is everything you need to know about this online update.
Round the clock access to my Social Security accounts
Prior to this update, if a my Social Security account holder wished to utilize the services available on the online portal, they would have to work around the portal’s scheduled down times which totaled approximately 29 hours per week. As of August 22nd, however, this is no longer the case as the online portal now allows for 24/7 access, meaning that account holders can conduct their required business on the portal at their convenience.
Even though Social Security is a retirement benefit program, it can be quite useful to have a my Social Security account for tasks such as requesting a new Social Security card, or using the various retirement earnings calculators available through the portal. In the agency’s blog post outlining this update, it writes, “You don’t have to be retired, or even close to retirement, to take advantage of it. It is the most convenient way to do business with us, from anywhere and from any device.”
By the agency’s count, there are over 97 million account holders who are utilizing the growing list of services offered through the online portal. In addition to now allowing for round the clock access to existing features, the agency has also added the following new features that will also be available with 24/7 access:
- Request a replacement Social Security card online
- View your claim status
- Use the Retirement Calculator
- View your online Social Security Statement with age-based and earnings-based fact sheets
- View your Benefit Verification Letter
- View your form SSA-1099
Additionally, existing features available through my Social Security accounts that now have 24/7 access include:
- View your benefits and payment information
- View your voluntary tax withholding information
- Read messages in the Message Center
- View your direct deposit information
- View your current address information
- View and update your preference selection
- View and update special notice options
- Access the Upload Documents tool
- Access i454 for Continuing Disability Reviews
- View your appointed representative payee selection
What can you do with your my Social Security account?
As mentioned above, a my Social Security account is not just for retirees who are receiving benefits. If you are not receiving Social Security benefits just yet, you can still use the online portal to conduct the following types of tasks:
- Get personalized retirement benefit estimates
- Get estimates for spouse’s benefits
- Get proof that you do not receive benefits
- Check your application status
For retirees who are are actively receiving benefits, the following features are available through your online account:
- Set up or change direct deposit
- Get a Social Security 1099 (SSA-1099) form
- Print a benefit verification letter
- Change your address
“Our strategy is clear: serve customer needs quickly and completely, no matter how they contact us. We are empowering our workforce and embracing innovation to ensure Social Security properly supports the American people and remains strong for the next 90 years,” SSA Commissioner Frank Bisignano recently shared in a press release celebrating the program’s 90th anniversary.