The Social Security Administration (SSA) has announced significant improvements in customer service and operational efficiency, leading to record levels of claims processed. On January 7, 2026, SSA Commissioner Frank J. Bisignano presented these advancements to the Social Security Advisory Board, attributing the successes to a comprehensive technology-driven overhaul initiated under the administration of Donald J. Trump.
The agency reports notable enhancements resulting from digital modernization and strategic process engineering. These changes have enabled the SSA to serve a larger number of Americans with greater efficiency, while also improving oversight of benefit payments. According to SSA, individuals now have 24-hour access to their personal my Social Security accounts, a significant upgrade from a previous system that suffered up to 29 hours of downtime each week.
Improvements in call center operations have been particularly striking. In fiscal year 2025, the SSA answered 65 percent more calls compared to the previous year, with the average response time on the national 800 number significantly reduced to single digits. Enhanced technology has allowed approximately 90 percent of calls to be resolved through self-service options or scheduled callbacks, while a modernized phone system now supports field offices nationwide, facilitating instantaneous handling of about 30 percent of calls through automated solutions.
Significant Gains in Disability Claims Processing
The SSA’s in-person service metrics also reflect substantial improvements. Average wait times at field offices decreased by nearly 30 percent from fiscal year 2024 to fiscal year 2025. Visitors with scheduled appointments now wait an average of just six minutes for assistance, a considerable enhancement for those seeking in-person support.
One of the most notable achievements is in the processing of disability claims. The inventory of pending initial disability claims has dramatically decreased by 33 percent, falling from a record high of 1.26 million pending cases in June 2024. This reduction alleviates pressure on a system that has long faced delays.
The SSA also reported completing over 3.1 million payments totaling more than $17 billion to beneficiaries eligible under the Social Security Fairness Act, achieving this milestone five months ahead of schedule. Bisignano emphasized the agency’s commitment to payment accuracy, enhancing controls to prevent waste, fraud, and abuse, and ensuring that benefits are only provided to eligible individuals.
Looking Ahead: Continued Progress Expected
Chair of the Social Security Advisory Board, Amy Shuart, expressed appreciation for the ongoing improvements in customer service. She noted that the board has consistently advocated for enhancements and looks forward to further updates as the SSA builds on this momentum.
SSA officials indicated that these advancements reflect a broader commitment to operational excellence, combining investments in workforce development with modern technological solutions to revamp one of the federal government’s largest and most complex benefit systems. The agency’s ability to serve Americans effectively continues to evolve, ensuring that those in need of assistance receive timely and efficient support.
