The Social Security Administration (SSA) has announced significant improvements in operational performance and customer service, reporting record highs in claims processing and service efficiency. On January 7, 2026, SSA Commissioner Frank J. Bisignano presented these advancements during a meeting with the Social Security Advisory Board, highlighting how technological upgrades have transformed access to benefits for millions of Americans.
Key metrics indicate that the SSA’s digital modernization initiative has resulted in faster service and reduced wait times. According to Bisignano, the agency has enhanced customer access to their personal my Social Security accounts, which now operate with 24-hour availability compared to previous downtimes that reached 29 hours weekly. This shift has allowed the agency to respond more effectively to the needs of the public.
Improvements in Call Center Performance
The SSA’s call center operations have also seen notable enhancements. In fiscal year 2025, the agency reported a 65 percent increase in the number of calls answered compared to the previous year. The average response time on the national 800 number has dropped to single digits, a significant achievement for the agency. Notably, technology upgrades have enabled 90 percent of calls to be resolved through self-service options or scheduled callbacks, streamlining the process for callers.
Moreover, a revamped phone system supports field offices nationwide, allowing approximately 30 percent of all calls to be handled instantly through automated technology. This modernization reflects a broader commitment to improving operational efficiency across the organization.
Enhanced In-Person Services and Disability Claims Processing
In-person service metrics also reveal substantial improvements. Average wait times at field offices decreased by nearly 30 percent from fiscal year 2024 to fiscal year 2025. Visitors with scheduled appointments now experience an average wait time of just six minutes for assistance, enhancing the overall customer experience.
The processing of disability claims, in particular, has seen one of the most significant advancements. The backlog of initial disability claims has reduced by 33 percent from a record high of 1.26 million pending cases in June 2024. This reduction alleviates pressure on a system that has faced longstanding delays.
Additionally, the SSA has successfully completed over 3.1 million payments, totaling more than $17 billion, to beneficiaries eligible under the Social Security Fairness Act, achieving this goal five months ahead of schedule. Bisignano emphasized that the SSA is committed to maintaining payment accuracy, reinforcing measures to prevent waste, fraud, and abuse.
Chair of the Social Security Advisory Board, Amy Shuart, acknowledged the improvements and expressed the board’s eagerness for continued updates as the agency builds on this momentum. The SSA’s recent progress represents a significant step towards operational excellence, combining workforce investments with cutting-edge technology to enhance one of the federal government’s most complex benefit systems.
These advancements not only reflect the SSA’s commitment to serving the public better but also signal a positive trend towards more efficient and accessible social welfare services in the United States.
