BALTIMORE, MD — The Social Security Administration (SSA) has announced significant advancements in customer service and operational efficiency, reflecting a comprehensive technology-driven overhaul. On January 7, 2026, Commissioner Frank J. Bisignano shared these developments with the Social Security Advisory Board, highlighting improvements in service delivery and reduced wait times.
The SSA’s modernization efforts have resulted in faster processing times and a marked decrease in backlogs. Bisignano noted that the agency’s digital transformation allows for more efficient service to millions of Americans. He emphasized that advancements in technology and strategic process engineering have reshaped SSA operations.
Access to personal accounts has been enhanced, with Americans now enjoying 24-hour access to their my Social Security accounts. This improvement replaces a previous system that experienced as much as 29 hours of downtime weekly. Furthermore, call center performance has surged, with the agency reporting a 65 percent increase in calls answered during fiscal year 2025 compared to the previous year. The average speed of answering calls on the national 800 number has dropped to single-digit wait times.
Improvements in Call Handling and In-Person Services
Technology upgrades have transformed customer interactions, enabling 90 percent of calls to be resolved through self-service options or scheduled callbacks. A newly modernized phone system supports field offices nationwide, facilitating approximately 30 percent of calls to be handled instantly through automated technology.
In-person service metrics have also shown positive trends. Average wait times at SSA field offices decreased nearly 30 percent from fiscal year 2024 to fiscal year 2025. For individuals with scheduled appointments, the average wait time for assistance is now just six minutes.
The processing of disability claims has seen one of the most significant improvements. The pending inventory of initial disability claims has dropped by 33 percent from a record high of 1.26 million cases in June 2024, alleviating longstanding delays.
The agency also reported completing over 3.1 million payments, totaling more than $17 billion to beneficiaries eligible under the Social Security Fairness Act, finishing this initiative five months ahead of schedule. Bisignano remarked that SSA has prioritized payment accuracy, implementing tighter controls to prevent waste, fraud, and abuse while ensuring benefits reach only eligible individuals.
Amy Shuart, Chair of the Social Security Advisory Board, expressed support for the improvements, stating that the board has consistently urged enhancements in customer service. She welcomed the progress highlighted during the briefing and looked forward to further updates as the agency continues to build on recent momentum.
SSA officials assert that these advancements reflect a larger commitment to operational excellence, combining workforce investments with modern technology to reform one of the federal government’s largest and most complex benefit systems. As these improvements take shape, millions of Americans are expected to benefit from a more efficient and responsive Social Security system.
