BALTIMORE, MD — The Social Security Administration (SSA) has announced significant improvements in customer service and operational efficiency, marking a transformative period for the agency. On January 7, 2026, SSA Commissioner Frank J. Bisignano presented an overview of advancements made under the leadership of President Donald J. Trump during a meeting with the Social Security Advisory Board. The commissioner highlighted the impact of a technology-driven overhaul that has expedited access to benefits for millions of Americans.
Key metrics illustrate the success of these improvements. The SSA reported a substantial reduction in wait times and a decrease in backlogs across various programs. The agency has made strides in digital modernization, enabling 24-hour access to personal my Social Security accounts, a significant upgrade from a system that faced up to 29 hours of downtime each week. This modernization also extends to call center operations, which saw a remarkable 65 percent increase in calls answered during fiscal year 2025 compared to the previous year.
Enhanced Service Delivery and Efficiency
The average response time for calls to the national 800 number has now dropped to single digits. Technology improvements mean that approximately 90 percent of calls are resolved via self-service options or scheduled callbacks, while a revamped phone system allows roughly 30 percent of all calls to be handled immediately using automated technology.
In-person service has also improved, with average wait times at field offices decreasing nearly 30 percent from fiscal year 2024 to fiscal year 2025. For visitors with scheduled appointments, the average wait time for assistance is now just six minutes.
A notable achievement for the SSA is the processing of initial disability claims. The pending inventory has plummeted by 33 percent from a record high of 1.26 million cases in June 2024. This reduction alleviates long-standing pressures on a system that has been historically plagued by delays.
Financial Impact and Future Goals
In addition to processing claims more efficiently, the SSA completed over 3.1 million payments totaling more than $17 billion to beneficiaries under the Social Security Fairness Act, accomplishing this task five months ahead of schedule.
Commissioner Bisignano emphasized the agency’s commitment to payment accuracy, reinforcing controls to combat waste, fraud, and abuse. This ensures that benefits are awarded only to eligible individuals, a critical aspect of maintaining the integrity of the system.
Amy Shuart, Chair of the Social Security Advisory Board, expressed support for the advancements made, stating that the board has consistently advocated for improved customer service. She looks forward to further updates as the SSA continues to build on this momentum.
The SSA’s recent improvements reflect a concerted effort towards operational excellence, merging workforce investments with cutting-edge technology to revamp one of the federal government’s largest benefit systems. As these changes take effect, the agency aims to provide timely and accurate support to millions of Americans relying on social security benefits.
