Overview
- Personal my Social Security accounts now offer 24/7 access after previously being offline about 29 hours each week.
- Phone performance improved with 65% more calls answered in fiscal 2025 than 2024, single-digit average waits on the National 800 Number, and 90% of inquiries handled through self-service or scheduled callbacks.
- A modernized phone system now routes about 30% of calls for instant handling through automated technology at field offices.
- In-person service improved as average field-office waits fell nearly 30% year over year, and customers with appointments now wait about six minutes for assistance.
- The pending inventory of initial disability claims is down roughly 33% from the June 2024 peak of 1.26 million, and more than 3.1 million Fairness Act payments totaling about $17 billion were delivered five months early.