Bisignano says Social Security Administration's phone helpline wait times have reached a record low
Long waits when calling the Social Security Administration's 800 number have been a legacy issue. Commissioner Frank Bisignano said he's changing that.
TL;DR
- Social Security Administration (SSA) Commissioner Frank Bisignano announced a significant reduction in phone wait times for the agency's toll-free helpline.
- The average 'speed of answer' is now under five minutes, the lowest in a decade, with 90% of calls being answered.
- This represents an 89% reduction from a high of 42 minutes in fiscal year 2024.
- Despite these improvements, concerns persist among some lawmakers and advocates regarding the impact of recent staff losses on service quality.
- Questions were raised about the methodology for calculating wait times, specifically for callers who opt for a callback.
- Bisignano defended the agency's data, stating that callback wait times are under 30 minutes and that the reported metrics are accurate according to an SSA Office of the Inspector General report.