In 2025, the Social Security Administration welcomed the new commissioner to the chair, Frank Bisignano, former CEO of Fiserv. After being nominated by President Donald Trump in January, Frank Bisignano was formally appointed as the Social Security Administration (SSA) Commissioner at the start of May.
Around the time of his appointment as a commissioner, he stated that he would prioritize turning SSA into a ‘digital first organization”. After he was appointed, the SSA has been making remarkable progress in speeding up the claims of the Social Security Fairness Act, and recent announcements are a clear indication of this.
Social Security Overhaul That Saves Americans Millions of Hours
As Commissioner of the SSA, Bisignano has been visiting several field offices of SSA to observe the progress with customer service firsthand. According to recent reports, Bisginnao recently visited the SSA field office in Charleston, West Virginia.
By aiming to improve service delivery, SSA recently updated several services, including its online portal, the telephone lines, and reduced waiting times when visiting a field office. Here is what you need to know.
Overview of Social Security Just Saved Americans Millions of Hours
| Article On | Government Announces Social Security Overhaul That Saves Americans Millions of Hours – Full List Inside |
| Country | United States |
| Department | Social Security Administration |
| Program Name | Social Security Benefits |
| Beneficiaries | Eligible U.S. citizens |
| Amount | As per the eligibility |
| Payment Frequency | Monthly |
| Category | Financial Aid |
| Official Website | ssa.gov |
Improved Social Security Service Delivery Saves Americans Hours
At the start of 2025, SSA faced criticism because of the announcement that stated the department would be reducing its workforce from 57,000 to 50,000 over the financial year. The SSA has already been facing criticism regarding their service delivery and wait time on the phone line, and many recipients felt that the situation would be worsened by these cutbacks.
Despite this, the SSA service delivery does appear to be improving. The agency confirmed that over 841 field offices were starting to operate new telephone technology. That is up to 70% of all the areas across the nation, and it is estimated that it would cover 100 of percent areas in a month. The new updated telephone technology will reduce the waiting times, offer extra self-service options, and also make it easy for the SSA’s employees to serve callers from any location.
According to the August update from the SSA saved Americans 43 million hours over the last year. The SSA department has upgraded its telephone system and online services across the nation, aiming to modernize the department to be more efficient, easier to access, and more responsible towards its recipients. The automated system allows callers to:
- Update your address
- Check your claim status
- Verify your benefits
- Request tax documents
According to the Social Security Administration’s national 800 number has reduced the average speed of answering the call. SSA notes that wait times reduced from 24 minutes in July 2024 to 8 minutes in July 2025. The holding time has also reduced because of automated self-service and convenient callbacks that have completed up to 90% of calls.
The agency also updated wait times for the person to visit the field office, as well as speedy decisions regarding disability claims and hearings. The agency also reduced the initial disability claims backlogs by up to 25%. The hearing times of disability have also down by 60 days, and it is analyzed that currently pending hearings are low in comparison to previous years. The processing times of disability have also been improved by 5 days on average, the changes made since Bisgnano took office as the commissioner.
24/7 Online Access Now Available
In the beginning, the downtime on the My Social Security used to irritate the beneficiaries as they had to wait for a long time. But currently, the department has updated its portal, which is offering uninterrupted 24/7 service and access. As a consequence, the SSA portal has enabled over 125,000 additional recipients to access their social security accounts and manage their monthly benefits early and efficiently. According to the recent SSA blog, starting this week, users can also do the following through their SSA accounts at any hour of the day.
- Check your claim status
- Request for tax documents
- View your benefit verification letter
- Request for a replacement of a Social Security Card through the online portal
- View your SSA-1099 form
- Use retirement calculator
In addition to the above-mentioned options, which are available online, the account holder will also have 24/7 access to all the existing features, including:
- Verify your payment information.
- View your direct deposit, current address, and voluntary tax withholding information.
- View and update your preference options and special notice options.
- You can access the uploaded documents tools.
- Access i454 for Continuing Disability Reviews.
In the August 21st press release, Commissioner Bisignano states that we serve more than 300 million US citizens with Social Security numbers, and when anyone visits the field office or calls an SSA office, they deserve world-class customer service. And after he was appointed as commissioner, the department rapidly improved its customer in-person and phone call services.
Frequently Asked Questions
What specific changes led to the time savings?
Improvements to the national 800 number reduced average wait times from 24 to 8 minutes. Better self-service options also helped people conduct business over the phone.
Did the SSA improve its online services?
Yes, the “my Social Security” portal now lets users view a secure, digital version of their SSN, reducing the need for card replacements.
Is there an app for Social Security now?
Yes, the new SSA app enables users to apply for benefits, view benefit statements, and update personal information directly from their mobile device.
Why are advocacy groups worried about the job cuts?
Groups warn that losing thousands of experienced employees trades institutional knowledge for digital efficiency, potentially harming retirees.
