US Social Security Agency Reports Faster Service After Digital Overhaul

June 30, 2026
By Mintesinot Nigussie

The US Social Security Administration said it has improved customer service and expanded digital operations over the past year, reporting shorter wait times, lower disability claims backlogs and higher online transaction volumes following a series of operational and technology changes.

The agency said its national customer service line now answers calls in an average of eight minutes, down from 34 minutes in 2024, while wait times at field offices have fallen by 30 percent.

Online services also expanded, with the administration completing 385 million digital transactions so far in fiscal year 2026, a 37 percent increase compared with 2024.

The agency said it reduced its backlog of initial disability claims by more than 30 percent, from nearly 1.3 million cases in 2024 to 853,000. Average waiting times for disability hearings have also fallen to 266 days in fiscal year 2026 to date.

According to the administration, the service improvements have saved the public nearly 40 million hours that would otherwise have been spent waiting for assistance during fiscal year 2024.

The agency attributed part of the gains to new technology introduced to automate claims processing and improve operational efficiency. It said more than 340,000 Medicare claims have been processed through an end-to-end automated system, with plans to extend the technology to selected retirement claims.

The administration also said nearly 40 percent of telephone inquiries are now handled through its interactive voice response system. Additional technology upgrades have been introduced to strengthen programme integrity, reduce improper payments and improve processing of Supplemental Security Income claims.

Commissioner Frank J. Bisignano said the reforms followed a period of leadership changes at the agency and were intended to improve service delivery through a digital-first approach.

The Social Security Administration also reported savings of 16 billion US dollars from improvements to its internal control environment.

Source: FSX Business News