Social Security Chief Says Service Is Improving. Critics See a Different Reality
Summary
Social Security Commissioner Frank Bisignano told lawmakers that customer service at the Social Security Administration (SSA) has improved, with shorter wait times and fewer disability claim backlogs. However, some Democratic lawmakers and advocacy groups say many people still face difficulties accessing benefits, challenging these claims.Key Facts
- The SSA serves over 70 million Americans with retirement, survivor, and disability benefits.
- Commissioner Bisignano said the SSA reduced phone wait times to under 5 minutes in May 2026, down from 42 minutes in 2024.
- Field office wait times fell by about 30 percent, with 99% of offices open and no closures due to staffing cuts.
- Online transactions increased by 37%, and new online accounts rose by 21%.
- The backlog of initial disability claims dropped from 1.26 million in June 2024 to about 862,000 in 2026.
- Average processing time for initial disability claims decreased from 233 days to 184 days between May 2024 and May 2026.
- Disability hearing wait times fell by nearly 80 days since fiscal year 2024.
- Critics argue that agency changes, including staff cuts and office consolidations, have made it harder for some people to get help.
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