The Social Security Administration reported historic service improvements on June 29, achieving a 75% reduction in phone wait times under Commissioner Frank J. Bisignano, bringing the average call wait from 34 minutes in 2024 to just 8 minutes.
The SSA’s performance metrics across all customer-facing services showed double-digit gains. The agency completed 385 million online transactions in fiscal year 2026 to date, a 37 percent increase from 2024, while shortening field office wait times by 30 percent.
These improvements reflect operational and technology upgrades rolled out since Bisignano took office in May 2025. The agency implemented automated processing for Medicare claims, interactive voice response systems to handle nearly 40 percent of calls without agent intervention, and technology enhancements to reduce improper payments and improve program integrity.
The wait-time reductions have delivered tangible benefits to the public. The SSA estimates that reducing wait times through May 2026 saved Americans nearly 40 million hours that would have been spent waiting for service.
Disability Claims Backlog Shrinks Sharply
The agency made substantial progress on its disability claims backlog, a longstanding challenge. The initial disability claims backlog fell by over 30 percent, from a high of nearly 1.3 million pending claims in June 2024 to 853,000, according to the SSA’s June 2026 report.
Disability hearing wait times also improved, dropping more than 90 days to 266 days in fiscal year 2026 to date, reaching what the agency describes as historic lows. The SSA is issuing initial disability claims decisions on average 42 days faster than in May 2025.
Before these improvements, the SSA faced severe service challenges. In 2024, phone wait times peaked at 60 minutes, and the disability claims backlog had reached an all-time high. Field office visitors endured 30-minute average waits, and disability applicants faced months-long processing delays.
The SSA also saved $16 billion through improved controls and program integrity measures, according to Bisignano’s letter to Congress. “We are transforming SSA into a model of excellence, a digital-first agency that meets and exceeds customer expectations for timely, accurate service,” Bisignano said in the announcement.
Sources
- Social Security Administration — Official press release on June 29, 2026, detailing all service metrics, wait time reductions, online transaction increases, disability backlog figures, and cost savings
- ASPPA — June 30, 2026 report confirming 75% phone wait time reduction and 37% increase in online transactions
- The Texas Insider — June 29, 2026 article citing 75% reduction in national 800 number wait times and 30% field office improvement
- CNBC — June 10, 2026 report on Bisignano’s statement that SSA now answers 90% of calls and reduced average wait time to five minutes
