Social Security Administration Commissioner Testifies on Improved Service Amid Criticism The Social Security Administration (SSA) commissioner, Frank Bisignano, is set to appear before the House Ways and Means Committee on June 10 to defend the agency’s recent efforts to address long-standing issues such as staffing shortages and long wait times for customer service. The hearing, which will focus on the SSA’s performance, comes after years of public complaints and internal challenges, including allegations of mismanagement and data errors under previous leadership. Bisignano, who took over the agency in 2021, has emphasized significant improvements in service metrics. In a letter to lawmakers reviewed by The Associated Press, he highlighted a 75% reduction in phone wait times under his leadership and a 50% increase in the number of people served. He also cited fixes to website issues and the expansion of online services to meet public demand. Bisignano argued that the agency is adapting to modern expectations, stating, “We will meet clients where they want to be met,” whether through phone calls, online platforms, or in-person visits with appointments. However, critics argue that these gains are largely the result of temporary measures, such as shifting staff to call centers and reducing workforce size, which may have created new bottlenecks rather than solving systemic staffing problems. The American Federation of Government Employees (AFGE) union has raised concerns that some field offices remain severely understaffed, listing locations such as Ironwood, Michigan, and Cody, Wyoming, as examples. The union claims these shortages compromise the ability to provide timely in-person assistance.#social_security_administration #american_federation_of_government_employees #house_ways_and_means_committee #frank_bisignano #ironwood_michigan
Social Security Helpline Wait Times Reach Record Low Under Commissioner Bisignano The Social Security Administration (SSA) reported a significant reduction in wait times for its toll-free helpline, with Commissioner Frank Bisignano attributing the improvement to operational changes under his leadership. During a House Ways and Means Subcommittee on Social Security hearing on June 10, 2026, Bisignano highlighted that the agency has achieved its lowest average "speed of answer" in a decade, reducing wait times from an all-time high of 42 minutes in fiscal year 2024 to under five minutes in May 2026. This marks an 89% decrease in average wait times and a 75% improvement from previous benchmarks. Bisignano emphasized that the agency now answers 90% of calls to its 800 number, a critical metric for the SSA, which serves over 300 million Americans. The agency’s performance has also led to more than 800 million customer interactions in 2026, a record for the organization. The improvements were achieved through a combination of technological upgrades, staff realignments, and the implementation of a new telecommunications platform, according to the SSA Office of the Inspector General (OIG). The OIG report, released in December 2025 in response to an audit request from Senator Elizabeth Warren, confirmed that the SSA’s phone service performance improved by 65% compared to the previous fiscal year. The report noted that the agency served 68 million callers in fiscal year 2025, either directly or through automation. However, the report also highlighted concerns about the accuracy of metrics, particularly for callers who opted for callbacks.#social_security_administration #center_on_budget_and_policy_priorities #frank_bisignano #house_ways_and_means_subcommittee #department_of_government_efficiency
