Facing criticism over slower customer service, the Social Security Administration (SSA) reported on Wednesday that wait times for customers calling its 800 number or visiting field offices have decreased compared to last year.
Why It Matters
The SSA, which oversees retirement and disability benefits, has come under fire for its slow customer service, with reports of long wait times on the phone and in field offices.
This has been compounded by thousands of employees leaving the agency, some of whom were incentivized to depart through DOGE incentives. To address these issues, the SSA has recently reassigned 1,000 employees to handle phone calls more efficiently.
Improvements in Phone and Field Office Wait Times
According to a press release, the SSA has made notable strides in reducing phone wait times. Last week, the agency handled nearly 1.3 million calls—a 70% increase compared to the same week in the previous fiscal year.
Additionally, the average speed of answering calls has improved. The SSA now reports an average wait time of 6 minutes, down from 18 minutes earlier this year and 30 minutes last year.
In field offices, wait times have also improved, with the average time reduced to 23 minutes, down from 30 minutes last year.
The Challenges of Assessing Wait Times
However, some concerns remain about the accuracy of the reported wait times. Critics have pointed out that the SSA has reduced the amount of historical data it reports to the public, making it harder to evaluate the full picture of its service.
Furthermore, it’s unclear if the reported phone wait times account for the time callers spend waiting for the SSA to return their calls. A relatively new feature allows callers to press a button to request a call back instead of staying on hold, but this waiting period is not always considered in the reported statistics.
Kathleen Romig, director of Social Security and Disability Policy at the Center on Budget and Policy Priorities, commented that while callers are no longer on hold for extended periods, they are essentially waiting in a different manner, which may skew the overall wait-time data.
SSA’s Performance Metrics
A spokesperson for the SSA explained that the agency’s reported metrics are based on data collected using traditional methodologies. Despite the new system for callback requests, these metrics are considered by the agency as accurate reflections of its service performance.
The Bigger Picture: Changes Under Frank Bisignano’s Leadership
The release of this data comes under the leadership of Frank Bisignano, who took over as head of the SSA in May. The announcement appears to be part of a broader effort to address ongoing criticisms and concerns about the White House’s changes to the agency.
Earlier this year, the SSA faced backlash after announcing cuts to phone services, a decision it ultimately reversed in April following public outcry.
