The Social Security Administration (SSA) has made significant strides in improving its services for millions of Americans, as reported in a recent update. In a bid to reduce backlogs, shorten wait times, and enhance online accessibility, the SSA is focused on making critical changes. These updates, led by Commissioner Frank Bisignano, are aimed at increasing efficiency and providing better support to beneficiaries. According to Newsweek, these advancements are already showing substantial progress.
Faster Payments and Backlog Reduction
One of the most notable improvements is the speed at which the SSA is processing payments. In an update to Congress, Social Security Commissioner Frank Bisignano emphasized the success of the Social Security Fairness Act (SSFA), which passed in January 2025. This legislation repealed provisions that had previously reduced retirement benefits for certain workers, including teachers, firefighters, and police officers, as well as some federal employees and their spouses. In light of this, the SSA sent over 3.1 million payments, totaling more than $17 billion, to eligible beneficiaries. This massive distribution was completed five months ahead of schedule, providing crucial financial relief to those impacted by the changes under the SSFA.
At the same time, the SSA has made impressive strides in tackling the long-standing issue of the disability claims backlog. As of mid-2024, the backlog reached an all-time high, with over 1.26 million claims pending. However, through dedicated efforts, the agency has reduced this number by over 25 percent, bringing it down to 865,000 by the end of 2025. This improvement marks a level not seen since 2022. The average processing time for initial claims has also decreased by 13 percent, from 240 days in January 2025 to 209 days, providing quicker decisions for those waiting for benefits.
Revolutionizing Online Access for Beneficiaries
In the era of digital services, access to timely information is critical for Social Security beneficiaries. Under Commissioner Bisignano’s leadership, the SSA has drastically improved its online service offerings. Prior to his tenure, the SSA’s online portal, “my Social Security,” was plagued by significant downtime, often being offline for as much as 29 hours a week, making it difficult for users to access their benefit information. Bisignano noted this issue early on and took swift action to resolve it.
As a result, the SSA now offers 24/7 access to Social Security services online. This means beneficiaries can check their information, update their details, and track their payments at any time, improving convenience and reducing frustration. Bisignano proudly announced,
“As a result of the quick actions taken by my leadership team this past summer, Americans now have 24/7 access to their Social Security information online.”
This significant upgrade ensures that millions of people can now access their critical benefit information whenever needed, a major step toward modernizing the SSA’s services.
Shorter Wait Times for Calls and In-Person Visits
Another area of improvement the SSA has focused on is reducing the long wait times that have historically plagued the agency’s phone lines and office visits. The improvements are evident in both areas, reflecting the SSA’s focus on better customer service through technology and resource allocation.
For instance, the average wait time for phone calls has dropped significantly, from 28 minutes in Fiscal Year 2024 to 15 minutes in Fiscal Year 2025. This improvement comes as a result of better use of technology, which allows the SSA to handle 65 percent more callers than the previous year. Additionally, nearly 90 percent of calls are now resolved through self-service options or convenient callbacks, methods that many Americans prefer when dealing with public or private organizations. Bisignano highlighted the efficiency of these changes, noting,
“Through the use of technology and proper allocation of resources, we have been able to reduce the year-over-year average speed of answer from 28 minutes in Fiscal Year 2024 to 15 minutes in Fiscal Year 2025, while serving 65 percent more callers than the previous year.”
In-person office visits have also seen substantial improvements. According to the latest figures, in-office wait times have decreased by nearly 27 percent, from 30 minutes at the end of last year to 22 minutes. For individuals with scheduled appointments, the average wait time is now just 6 minutes. This has been made possible by changes to the SSA’s field office phone systems, which now allow nearly 30 percent of calls to be handled instantaneously by technology, giving staff more time to assist visitors in person. These changes have dramatically improved the experience for those visiting SSA offices, reducing frustration and providing more efficient service.
