Social Security in the United States has released a statement that meets the real needs of citizens. With a strategic transformation, SSA (Social Security Administration) is moving toward a more efficient service.
Now, there are more calls and shorter wait times, faster in-person visits, and benefits are accessible 24 hours a day, 7 days a week. This change has caused a wave of satisfaction among millions of Americans.
Social security takes a step forward: millions of citizens benefit
In its statement, SSA explains that they have modernized their phone system and field offices. According to the official announcement, they now handle 70% more calls on the national line compared to the same period last year.
At the same time, the average wait time to answer dropped from about 30 minutes (30 min) to just 6 minutes (6 min). That means more calls and less waiting for users.
In-person visits have also improved, with the wait time at local offices dropping to 23 minutes (23 min), compared to 30 minutes (30 min) last year. This represents a 23% reduction in delays. This way, citizens enjoy faster in-person visits, making it easier to solve procedures without long lines.
This step allows access to benefits 24 hours a day, 7 days a week
The online platform "My Social Security" now operates without interruptions, as the usual 29 hours (29 h) of weekly downtime no longer exist. Thanks to this, in just one week, 125,000 additional users were able to access their accounts without restrictions. This step allows access to benefits 24 hours a day, 7 days a week, without depending on traditional business hours.
The reason SSA has taken this step is part of its commitment to strategic transformation. With this, they aim to rebuild public trust and improve the service experience. In addition, in line with this commitment, SSA has already distributed more than 3.1 million retroactive payments, worth more than 17 billion euros (€17 billion), to people who benefited from the Social Security Fairness Act.
They did this five months ahead of schedule. They also reduced the disability claims backlog by 25%, adjusting processes that now take five days (5 d) less on average. The number of pending hearings has been reduced by about 60 days (60 d) since June 2024.
New SSA goals for the future
In its statement, they announce that they will continue to evaluate tools, technology, and processes to empower their staff. The goal is to keep a high level of service across all channels, whether by phone, in person, or online. They also plan to integrate artificial intelligence into their phone system to handle nearly 400,000 calls daily and continue to cut wait times.