The Social Security Administration (SSA) has achieved its “best performance in history” in terms of customer service, with the average speed of answer while calling the national 800 number slashed by 75 percent, the agency said in a June 29 statement.
The speed has been cut down to eight minutes in fiscal year (FY) 2026 from 34 minutes in FY 2024, Commissioner Frank J. Bisignano said in a June 9 letter to Sen. Susan Collins (R-Maine), chair of the Committee on Appropriations. Meanwhile, the quantity of 800 number calls handled by agents and self-service jumped by almost 13 million during this period.
SSA is currently serving almost 19 percent more callers at its local field offices. In addition to call wait times, other customer service metrics have shown a considerable improvement….