Improved office visits frequency and enhanced phone services highlighted by the head of the Social Security Administration
The Social Security Administration (SSA) is experiencing a significant customer service turnaround, according to Commissioner Frank Bisignano. After four years of long wait times and record backlogs under the Biden administration, the agency is now answering 33% more phone calls and scheduling 40% of field office visits in advance.
In a recent update, Commissioner Bisignano highlighted several improvements made during his tenure. He increased the percentage of field office appointments that are scheduled in advance from zero to 40%, improving service predictability and customer convenience. The average time to answer calls dropped substantially to 7.6 minutes (as of July 2025), marking a significant reduction from the 27.6 minutes under the previous commissioner.
Staff feedback has been positive, with employees reportedly "delighted" handling clients under the new scheduling system, reflecting an improvement in workplace satisfaction. However, there is some debate about the long-term sustainability of these improvements, as prior data and recent reallocations of employees to the call center have raised questions.
Commissioner Bisignano also addressed concerns surrounding workforce reassignments designed to support call centers and the reliance on new technology, including AI assistants. He defended these changes and plans to fix prior management decisions that impacted call center efficiency.
Despite criticisms from Sen. Elizabeth Warren and others, Commissioner Bisignano has been focused on modernization to improve the customer experience and operational agility. The SSA's fraud tools, including its AI-based fraud detector, are "very strong" and "continue to get better," he claimed.
As the SSA phases out paper checks nationwide, the agency is working to maintain trust in government service. August 14 marks the 90th anniversary of Social Security, and the president has given a mandate to protect and preserve it. Commissioner Bisignano remains committed to this mission, striving to enhance the agency's performance and meet the needs of its customers.
Sources:
- SSA Commissioner Frank Bisignano's update on agency improvements
- SSA modernization agenda
- Improved fraud prevention mechanisms
- Letter from Commissioner Frank Bisignano in response to Sen. Elizabeth Warren's criticisms
- Criticisms over employee reassignments and AI integration
- FOX Business' Eric Revell's report
- SSA's response to FOX Business' request for comment
- Commissioner Bisignano emphasized the need for modernization in the SSA, applying advancements in finance and technology to improve the customer experience and operational agility, particularly through AI-based fraud detection.
- The SSA's recent improvements in banking and business operations include a significant reduction in call wait times, increased scheduling of field office visits, and the enhancement of fraud detection tools, all aimed at preserving the trust and effectiveness of Social Security services.
