Since being appointed to the role of Commissioner at the Social Security Administration (SSA), Frank J. Bisignano has been travelling around the country, visiting various SSA field offices in order to oversee the recently implemented customer service updates and discussing any other issues faced by the field office staff. According to a Monday press release from the SSA, Commissioner Bisignano recently visited the Social Security field office in Bridgewater, New Jersey, accompanied by Representative Thomas Kean, Jr.
Commissioner Bisignano previously stated that he hopes to turn the SSA into a “digital first organization” and recent updates from the SSA are proof of this. One instance of this is the automated telephone system on the agency phone line that is alleged to have dropped phone wait times to single digits. As such, Commissioner Bisignano visited the New Jersey field office to assess the impact of new technology on customer service. Here is what you need to know.
Technology push at Social Security
In addition to the updated technology on the SSA’s phone line, the agency has also recently removed the scheduled down times on its online portal. Previously, the online portal was said to be unavailable for around 29 hours each week due to the scheduled down times and as a result, my Social Security account holders would have to work around these times when trying to conduct routine tasks. Now, the online portal offers users 24/7 access, as well as a number of new features.
During the tour of the Bridgewater field office, the staff “demonstrated how new technology and updated processes are improving service for New Jersey residents and Americans nationwide.” According to the SSA, the average in-person wait time at the Bridgewater field office was 23 minutes, while the average wait time on the phone was less than 7 minutes.
“Our mission at SSA is to provide Americans with the world-class service they deserve. In Bridgewater, we saw how our staff has been empowered through new technology and enhanced workflows to provide customers—visiting in-person or calling in over the phone—with a streamlined customer experience,” Commissioner Bisignano stated in the September 15th press release.
Representative Kean also stated the following: “Visiting the Bridgewater Social Security Administration Field Office with Commissioner Frank Bisignano was a great opportunity to meet staff and see firsthand how they’re helping our neighbors across New Jersey. Social Security is a vital lifeline for nearly 1.7 million New Jersey residents, including retirees, seniors, families coping with loss, and individuals living with disabilities. In the legislature and now in Congress, I have always been committed to protecting and strengthening Social Security. One of my earliest actions in the 118th Congress was co-leading a resolution to safeguard Social Security and Medicare.
This year, as Social Security celebrates its 90th anniversary, I introduced legislation to honor its legacy and reaffirm our commitment to keeping it strong for everyone who depends on it today, as well as the hardworking Americans who have contributed throughout their lives. My casework team and I are always here for our neighbors, ready to answer questions and help people access the Social Security benefits they’ve earned.”
Sen. Warren questions accuracy of SSA metrics
According to the SSA, “recent telephone-platform upgrades and process engineering had expanded capacity, with the National 800 Number handling nearly 1.3 million calls in one recent week and reducing the average speed of answer to six minutes.” Additionally, the agency also claims that the 24/7 access to the online portal has now allowed 125,000 more users to access their accounts in week one following the change.
Sen. Elizabeth Warren, however, has questioned the accuracy of these metrics since the SSA is currently facing a 7,000 employee staffing cut. As such, Sen. Warren wrote the following in a post on social media platform, X: “The Trump administration is LYING about how long people are stuck waiting for help with their Social Security benefits. I pressed the Social Security Commissioner and got him to agree to an independent investigation.”