The Social Security Administration said it cut its phone wait times, reduced its disability backlog, and handled more transactions online — figures the agency reported in a letter to Congress
The Social Security Administration said it delivered significant service improvements over the past year, reporting shorter wait times and faster processing across several of its customer-facing operations.
According to the agency, the figures were detailed in a letter Commissioner Frank J. Bisignano sent to the chairs of the House and Senate Appropriations Committees. The agency said the improvements followed operational and technology changes under Bisignano’s leadership. “We are transforming SSA into a model of excellence, a digital-first agency that meets and exceeds customer expectations,” Bisignano said, crediting President Trump’s leadership and saying the agency is delivering for the more than 330 million Americans it serves.
The Reported Improvements
The agency, which provided the following self-reported figures, said it has:
Cut the average wait time on its National 800 Number from 34 minutes in 2024 to 8 minutes, a 75% reduction. Completed 385 million online transactions so far in fiscal year 2026, a 37% increase from 2024. Shortened field office wait times by 30%. Reduced its initial disability claims backlog by more than 30%, from nearly 1.3 million in 2024 to 853,000, and lowered disability hearing wait times to 266 days so far this fiscal year. Saved $16 billion through what it called a better control environment.
SSA said these improvements have saved the public nearly 40 million hours that would otherwise have been spent waiting for service.
Technology Changes
The agency also pointed to several technology updates. It said it has begun automating end-to-end processing of Medicare claims — a system it calls Straight Through Processing — and has handled more than 340,000 Medicare claims that way so far, with plans to expand to certain retirement claims. SSA said nearly 40% of calls are now handled through its automated phone system, and that other enhancements have reduced improper payments and improved efficiency in processing Supplemental Security Income claims.
What It Means for Texans
For the millions of Texans who rely on Social Security — retirees, people with disabilities, and their families — the practical takeaway is that the agency says reaching it by phone and resolving claims should be faster than it was a year ago. Anyone needing to check benefits, apply, or manage an account can do so online at ssa.gov, which the agency is encouraging people to use as its primary service channel.
