Recently, the Social Security Administration (SSA) took important service indicators off of its public dashboard. These metrics included wait times for its 1-800 number, callback wait times, benefit processing delays, and the performance of local field offices.
Policymakers, advocates, and beneficiaries see this action as a crisis of transparency. But according to the SSA, the action aims to promote and modernize the use of online resources.
What Was Removed and Why It’s a Concern
The SSA removed service metrics from its website, including data showing wait times for its 1-800 number. Other data included callback delays, local field office performance, and benefit processing times.
The real-time data enabled beneficiaries to have a clear view of service delays. The removal of these metrics is a concern because it creates a transparency crisis. In June 2025, Senator Elizabeth Warren’s office reported that the actual average wait time was 102 minutes, not the 13 minutes that the agency had publicly claimed. This misinformation raised alarms.
Who Will Be Most Impacted
Given that older folks and those with disabilities often find digital systems challenging or inaccessible, they are predicted to be disproportionately impacted.
People with limited or unreliable internet access will also face challenges when the digital route becomes the default. Beneficiaries in areas with limited internet coverage relied on walk-in field offices. Additionally, beneficiaries in urgent need of help from the SSA will also face challenges without insights since they will not be able to know how much they will have to wait.
How the SSA Defends Its New Service Approach
SSA officials argue that removing live metrics will help reduce confusion and prevent discouraging people from trying to access services. They claim that updating metrics is intended to provide a more accurate reflection of users’ real experiences and to outline clearer, more user-friendly paths to services.
The SSA also reports improvements, where callers are using callback options and automated tools. Some data, although limited, indicates that calls are now getting answered faster than in previous weeks or months.
Commissioner Frank Bisignano reiterated that the SSA is focused on becoming a “digital-first agency,” allowing beneficiaries to access services through the “My Social Security” accounts online. Through the online portal, users will be able to manage benefits, request replacement cards, and check their verification without delays.
Critics Slam SSA for Hiding Data and Demand Complete Transparency
Advocacy groups assert that transparency serves as a check on performance. When wait times increase, the public pressures lawmakers and administrators to take action. Without clear metrics, it’s difficult to determine if there are any improvements.
Senator Maggie Hassan and other officials have urged the SSA to restore full metrics. They argue that metrics are essential, especially given that they have coincided with major cuts instigated by the Department of Government Efficiency (DOGE).
Inside the Growing Crisis at the SSA
The SSA operates with reduced staff, outdated infrastructure, and rising demand. It plans to cut thousands of jobs and close many field offices. Currently, the agency is understaffed. These cuts have led to site overloads, causing the website to crash.
The Center on Budget and Policy Priorities warned that the reduction of staff from 57,000 to 50,000 employees would leave the agency with less experienced staff, resulting in poor service delivery.
How the SSA Can Fix Its Transparency Crisis
To rebuild public trust and improve service delivery, advocates and lawmakers have outlined the following priorities for the SSA:
- Restore full transparency: Publish all routine public metrics again by call wait, callback, processing, field office waits, and busy/disconnect rates.
- Provide context with data: Show historical trends and explain fluctuations (e.g., seasonal surges, tech outages, staffing changes).
- Protect vulnerable populations: Ensure non-digital services remain robust. Don’t force everyone into systems that many can’t use well.
- Commit resources: Fix staffing shortages, upgrade IT infrastructure, and maintain field office operations.
Conclusion
The SSA’s decision to remove key wait-time and processing metrics eliminates a critical measure of accountability for millions who rely on these services. Instead of enhancing transparency, the move hides critical data.