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Social Security Administration Delivers Best Performance in History
All client-facing service metrics have seen double-digit improvements
Baltimore, MD – The Social Security Administration (SSA) delivered historic service improvements over the last year. Operational and technology improvements under Commissioner Frank J. Bisignano led to better, faster, higher-quality service for the American people.
“Before I arrived, SSA had four different leaders in five months and was an agency in turmoil. Customers endured a failed service model. Under President Trump’s leadership, we are protecting and strengthening Social Security,” said Commissioner Frank J. Bisignano. “We are transforming SSA into a model of excellence, a digital-first agency that meets and exceeds customer expectations for timely, accurate service wherever they want to be met. In the last year, SSA has achieved historic results. We are delivering on the promise of Social Security for the more than 330 million Americans we serve.”
In a recent letter Commissioner Bisignano sent to the Chairs of the House and Senate Appropriations Committees, SSA provided a 360-degree view on the agency’s performance and the historic improvements occurring across the agency.
Read the full letter and report here.
Highlighted in the letter are the double-digit improvements in service delivery SSA achieved for the American people under Commissioner Bisignano’s leadership:
- Reducing the National 800 Number average speed of answer from 34 minutes in 2024 to 8 minutes to date, a 75 percent reduction.
- Completing 385 million online transactions FY 2026 year to date (YTD), a 37 percent increase from 2024.
- Shortening field office wait times by 30 percent.
- Reducing the initial disability claims backlog by over 30 percent, from a high of nearly 1.3 million in 2024 to 853,000; and decreasing disability hearing wait times over 90 days to 266 days FY 2026 YTD, reaching historic lows.
- Saving $16 billion with a better control environment.
These customer service improvements have saved the public nearly 40 million hours in time that would have been spent waiting for service in fiscal year 2024.
Notable technology improvements to date include:
- Straight Through Processing: Automates end-to-end processing of Medicare claims from initial application through adjudication, improving service, speed, and accuracy for the public. SSA has processed over 340,000 Medicare claims to date with straight through processing and is now expanding to certain retirement claims.
- Telephone Support: Immediate service through Interactive Voice Response (IVR). Nearly 40 percent of calls are currently handled through IVR.
- Supporting SSA Staff: Technology enhancements have increased program integrity, reduced improper payments, and maximized operational efficiency for SSI claims processing.
For more information about Social Security’s services, visit www.ssa.gov.
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