THE Social Security Administration has spoken out on the implications of a recent change, which has already significantly impacted and improved the customer experience for millions of Americans.
The switch-up to one of the agency’s automated systems has lessened the time it takes to receive assistance, collectively saving beneficiaries 43 million hours.
Over 70 million Americans rely on Social Security benefits, and the SSA serves more than 300 million people who have an active Social Security number.
The sheer volume of people that the agency provides services to naturally results in lengthy wait times to get help, with the SSA struggling in recent months to address Americans’ needs quickly.
However, under the direction of the new Social Security commissioner Frank Bisignano, the agency has been making strategic updates to its systems to boost its customer service and wait time stats.
“Our vision is centered on providing outstanding service that works for everyone we serve – whether they call, walk into a field office, or choose to manage their benefits online,” said Bisignano in a July press release.
“We are transforming the customer experience, investing in technology to build frontline capacity, and using real-time data to monitor performance across the board. We are delivering higher levels of customer service – and this will continue.”
The series of adjustments has proven effective, per a Monday blog post from the SSA revealing how the agency is delivering faster service to beneficiaries, whether in person, online, or on the phone.
The SSA is taking care of more beneficiary requests than ever, all while providing shorter wait times and more convenient service options, according to its latest performance metrics.
“By improving customer service across all our service channels, we estimate that, due to the reduction in wait times, we have saved Americans 43 million hours over the last year,” says the blog post.
An increasing number of Americans are opting to address their Social Security needs online via their my Social Security account, where they can check their benefits, update their records, apply for benefits, and more.
Because more beneficiaries are turning to online transactions, this helps to save them save time and avoid in-person office visits.
Not to mention, the agency recently improved its online platform by eliminating the weekly 29 hours of scheduled downtime for my Social Security, per the July press release.
“This enhancement has already enabled 125,000 more customers to access their online accounts in the first week,” said the release.
The SSA will also make more services available 24/7 soon, per the recent blog post.
Not only are the online services faster, but also customer service via the phone, where beneficiaries can verify their benefits, check their claim status, change their address, request tax forms, and more.
Saving time
Compared to service levels last July, the SSA estimated that its reduction in wait times through July 2025 is saving Americans 43 million hours:
- Online Services: saves customers 27 million hours
- National 800 Number: saves customers 12 million hours
- Field Offices: saves customers 4 million hours
Source: SSA
Approximately 90% of callers now use the SSA’s automated phone services, per the blog post.
“For those who need an agent, average wait times have dropped from 24 minutes in July 2024 to just 8 minutes in July 2025, and our answer rate has increased to 78%,” said the post.
The agency also has improved its wait time for in-person services, with an average wait of just six minutes for customers with an appointment.
“We’re also processing retirement and survivors claims faster than before,” said the post.
SERVICE REWORK
The SSA has recently had trouble keeping up with its millions of beneficiaries, especially due to its significant staffing shortages.
The agency receives around 400,000 calls each day, per Social Security data, with wait times suffering due to high customer volume and low available staff.
The average wait time via phone was 112 minutes in January and 68 minutes in April, for example, which has since dropped to under 10 minutes.
As part of a larger effort to modernize the agency’s customer service and improve its overall efficiency, the SSA has been focused on improving its automated phone services.
HOW TO SUPPLEMENT YOUR SOCIAL SECURITY
Here’s how to supplement your Social Security:
Given the uncertainty surrounding Social Security’s long-term future, it’s essential for workers to consider ways to supplement their retirement income.
Senior Citizens League executive director, Shannon Benton recommends starting early with savings and investing in retirement accounts like 401(k)s or IRAs.
- 401(k) Plans
- A 401(k) is a retirement account offered through employers, where contributions are tax-deferred.
- Many employers also match employee contributions, typically between 2% and 4% of salary, making it a valuable tool for building retirement savings.
- Maxing out your 401(k) contributions, especially if your employer offers a match, should be a priority.
- IRAs
- An Individual Retirement Account (IRA) offers another avenue for retirement savings.
- Unlike a 401(k), an IRA isn’t tied to your employer, giving you more flexibility in your investment choices.
- Contributions to traditional IRAs are tax-deductible, and the funds grow tax-free until they are withdrawn, at which point they are taxed as income.
For example, the agency is offering more self-service options as well as convenient callbacks to minimize wait times, and the phone line is now running 24/7 rather than only open during regular business hours.
The SSA is also working to integrate AI into its phone line to help better serve Social Security beneficiaries’ needs, Bisignano previously told CBS News.
“We’re bringing a massive technology effort to transform the servicing agenda. We’re gonna bring AI into the phone system. I intend it to be completed this year,” he said.
Check out these other changes in the works at the SSA.
Social Security’s little-known “family” rule change may slash benefits for nearly 400,000 needy seniors.
Meanwhile, young workers could be hit with a $100,000 tax nightmare to save Social Security.
