Modernized systems and processes deliver faster service, but questions linger on long-term sustainability.
The Social Security Administration (SSA) has slashed call wait times by 80% and field office delays by 23%, leveraging new telephone systems and process engineering, the agency announced Thursday.
Under Commissioner Frank J. Bisignano, SSA handled 1.3 million calls last week, up 70% from last year, with average response times dropping from 30 minutes to six.
Online access expanded, eliminating 29 hours of scheduled downtime weekly, serving 125,000 more users.
SSA also cleared 3.1 million payments worth $17 billion under the Social Security Fairness Act five months early, aiding public servants like firefighters.
Disability claim backlogs fell 25%, with faster processing.
Bisignano’s tech-driven agenda aims to rebuild trust, but experts question if funding and staffing can sustain gains.
These improvements, centered on customer experience, signal a bold shift for a critical agency serving millions.
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