Summary
The Social Security Administration (SSA) has announced updates to improve customer service using new technology. SSA Commissioner Frank Bisignano, along with Representative Thomas Kean Jr., visited the SSA office in Bridgewater, New Jersey, to highlight efforts that reduce wait times and improve service delivery. The changes involve enhancing online access and using real-time data to manage resources effectively.
Key Facts
- The SSA is implementing new technology to improve customer service, including shorter wait times on phone calls and at field offices.
- Commissioner Frank Bisignano emphasized technology's role in enhancing SSA's workflow and customer experience.
- The modernization efforts aim to meet customers' needs better and make service access quicker and easier.
- The Bridgewater SSA office has reduced in-person wait times to an average of 23 minutes and phone wait times to under seven minutes.
- Recent updates to phone and online services have increased the SSA's capacity to handle more inquiries efficiently.
- The SSA's "my Social Security" portal now has eliminated scheduled downtime, allowing more access to accounts.
- Massachusetts Senator Elizabeth Warren has questioned the reported improvements in efficiency amid staffing reductions at the SSA.
