On Wednesday, the Social Security Administration (SSA) revealed significant advancements in its technology, part of a broader effort led by the new Commissioner, Frank Bisignano, to update the agency.
Bisignano expressed the SSA’s commitment: “Our focus is on delivering exceptional service to all, whether people choose to contact us via phone, visit a local office, or manage their benefits online. We’re working hard to enhance customer experience, boost technological capabilities, and use real-time data for performance assessment across the board. We’re dedicated to raising our customer service standards, and this effort will run continuously.”
Newsweek reached out to the SSA by email for additional insights.
Importance of the Updates
There are around 69 million people who depend on Social Security benefits each month.
With the re-election of President Donald Trump, the SSA has been through significant restructuring, resulting in thousands of job losses due to cost-saving measures implemented by the Department of Government Efficiency (DOGE).
Key Information to Consider
In its latest announcement, the SSA introduced new phone technologies for its nationwide 800 call center and local offices, leading to a reported improvement in service to American citizens.
A few key points: the number of calls handled by the SSA surged to nearly 1.3 million just last week, marking a 70% increase compared to the same week last fiscal year. The average wait time for responses significantly declined from 30 minutes last year to just 6 minutes now.
Moreover, in-person office wait times are also reduced; down from 30 minutes earlier to an average of 23 minutes today.
Additionally, the agency has done away with its previous downtime schedule of 29 hours each week for access to the my Social Security portal, enabling an extra 125,000 users to log into their online accounts during the first week of the change.
Despite these advancements, some experts have raised concerns. The SSA is struggling with a funding dilemma that is predicted to worsen by the early 2030s. Michael Ryan, a finance specialist and founder of MichaelRyanMoney.com, shared his perspective with Newsweek: “Modernization efforts come at a time when Social Security faces its most significant funding crisis in decades. The board has recently forecasted that trust funds for retirement and disability could possibly run out by 2035. It’s concerning to see funds channeled into new tech while being aware that the agency may pay only 83 cents on the dollar in a decade—it feels like renovating a kitchen while the house is ablaze.”
Recently, the SSA also announced it would expedite payments to 3.1 million beneficiaries who qualify under the Social Security Fairness Act. This act is meant to compensate public service employees, such as teachers and firefighters, who were previously deprived of earned payments due to the Windfall Elimination Provision (WEP) and the Government Pension Offset (GPO).
The words of the agency confirm that the backlog of disability claims has decreased to 940,000, down from over 1.2 million.
Reactions from Stakeholders
SSA Commissioner Frank Bisignano commented: “Our plan is straightforward: we aim to meet customer needs promptly and completely, regardless of their method of reaching us. We will keep assessing our tools and systems to empower our workforce in delivering top-tier service for the American public.”
Finance expert Michael Ryan remarked: “Beneficiaries should realize that technological ‘modernization’ often prioritizes cutting costs more than enhancing convenience. Those electronic signatures and file uploads are ultimately about lessening the workforce needed for paperwork. Expect more automated procedures, increased delays, and fewer real representatives to assist when issues arise.”
Financial literacy instructor Alex Beene noted: “From a beneficiary’s viewpoint, these improvements mean quicker support over the phone or online. However, for agency employees, it may lead to increased workloads amidst their already busy schedules. It’s crucial to strike a balance that benefits both sides in the long term.”
Drew Powers, founder of Powers Financial Group, expressed: “The updates to all service types—online, phone, and in-person—are incredibly overdue and greatly appreciated by seniors and their caregivers who rely on timely assistance.”
What’s coming next?
Looking ahead, the SSA has informed recipients of an important change occurring this fall. Starting September 30, the administration will cease sending out paper checks for benefit payments.
