Overview
- Commissioner Frank Bisignano’s late-November letter details FY2025 improvements, including National 800 Number average waits cut to 15 minutes from 28 while handling 65% more callers, and field office waits reduced to 22 minutes.
- The my Social Security portal now provides round-the-clock access after eliminating 29 hours of weekly downtime, which the agency says helped drive nearly a 20% increase in online transactions.
- The pending disability claims backlog dropped by more than 25% to about 865,000, with initial claim processing times reduced to 209 days and average disability hearing waits trimmed by nearly 60 days.
- SSA reports completing over 3.1 million Social Security Fairness Act payments totaling more than $17 billion five months ahead of schedule for workers and families affected by WEP and GPO.
- An acting inspector general review of call center performance is underway following concerns raised by Sen. Elizabeth Warren, and media accounts note the figures come from SSA’s letter rather than independent audits.