OPINION:
The recent Democratic-led shutdown held many federal services, agencies and workers hostage. The longest government shutdown in American history, however, could not undermine Social Security’s promise to the American people. The Social Security Administration’s purpose stood firm, and our workforce — including more than 45,500 excepted employees across the country who worked without pay for 43 days — continued to meet the needs of the millions of retirees, survivors, families and the most vulnerable who rely on Social Security payments for their livelihood.
SSA’s federal employees did tremendous work to continue to serve the approximately 75 million Americans who receive monthly payments and 330 million Americans with Social Security numbers. At the SSA, we not only met the needs of the American people but also improved our efficiency while we did it.
We have reduced the average wait time on our national 800 number by 80% since January. At the same time, more calls are being answered than at any other point over the past year. We achieved these improvements in customer service by deploying new technology that allows about a third of calls to be handled through self-service options. The technology also allows callers the convenience of a callback if they need to speak with an agent but prefer not to wait on hold.
Beyond call wait times, retirement, survivor and Medicare claims were processed faster during the shutdown, with 88% of claims processed in a timely manner. The average wait times in offices have dropped significantly thanks to the tireless work of the SSA workforce. Compared with fiscal year 2024, the wait time has been nearly cut in half. With the website now available 24/7, there has been a nearly 20% increase in online transactions. Enhanced my Social Security accounts and website efficiency are making it easier than ever for Americans to get access to their benefits.
Even during the government shutdown, we have made it a priority to improve access for Americans. I visited the Social Security field office in West Nyack, New York, with Rep. Michael Lawler, New York Republican, to tour the new disability hearings space that will allow Social Security to conduct in-person disability hearings for local claimants, improve access to critical services and reduce the need for long-distance travel.
Our comprehensive work at SSA has driven down the initial disability claims backlog by more than 25% from last year’s all-time high under the Biden administration. Disability claimants now receive decisions on their claims a month faster than they did at the start of the year. Those who request a hearing before an administrative law judge get decisions nearly two months faster.
Social Security staff go above and beyond to support the community. In the wake of a tsunami that swept across the coast of Alaska in the middle of a government shutdown, SSA field offices opened their doors to ensure that evacuees got the support they needed. SSA staff were able to act quickly to prevent disruption of essential benefits for Alaskans.
As commissioner of SSA, I am grateful to the federal employees who continued to show up, rain, shine or storm. Their dedication amid the lapse in federal funding is one of the many reasons I am proud to be at the helm of this agency. My vision is straightforward: a Social Security Administration that is easier to access, faster to respond and better prepared to meet the challenges of tomorrow. We will face many historic challenges ahead, but we are improving the agency to do what’s needed to serve Americans today and in the future.
Democrats made history by shutting down the federal government for 43 days. Their stunt tactics will not shake our resolve to uphold President Trump’s pledge to protect and preserve Social Security for generations to come. As commissioner, I remain dedicated to lifting up SSA and making the agency perform better than it ever has before.
• Frank J. Bisignano serves as the 18th commissioner of the U.S. Social Security Administration.
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