The Social Security Administration announced historic operational improvements that cut phone wait times by 75 percent and boosted online service capacity, marking the agency’s best performance in recent history. The SSA reduced the National 800 Number average speed of answer from 34 minutes in 2024 to 8 minutes to date, according to a June 29 press release from Commissioner Frank J. Bisignano.
The improvements span all major service channels. The agency completed 385 million online transactions in fiscal year 2026 year to date, a 37 percent increase from 2024, and shortened field office wait times by 30 percent for nearly 20 million visitors.
Phone service gains came through technology upgrades and staffing changes. Nearly 40 percent of calls are now handled through Interactive Voice Response (IVR) systems, allowing the agency to resolve routine inquiries without human agents. The improvements saved the public nearly 40 million hours in time that would have been spent waiting for service in fiscal year 2024 alone, according to the SSA.
Disability claims processing saw substantial gains. The SSA reduced the initial disability claims backlog by over 30 percent, from a high of nearly 1.3 million in 2024 to 853,000. Disability hearing wait times over 90 days reached historic lows at 266 days in fiscal year 2026 year to date, and the agency is now issuing initial disability claims decisions on average 42 days faster than in May 2025.
Technology improvements extended beyond call centers. The agency deployed Straight Through Processing, which automates end-to-end processing of Medicare claims from initial application through adjudication. The SSA has processed over 340,000 Medicare claims to date with this system and is expanding it to certain retirement claims. Enhanced technology also increased program integrity and reduced improper payments for Supplemental Security Income claims processing.
Commissioner Bisignano attributed the gains to operational and technology improvements. “We are transforming SSA into a model of excellence, a digital-first agency that meets and exceeds customer expectations for timely, accurate service wherever they want to be met,” he said in the announcement. The agency also reported saving $16 billion with improved controls.
These operational changes represent the culmination of efforts to modernize a system that had faced persistent backlogs and long wait times. When the Veterans Administration tackled a similar challenge in 2013, it cut a 600,000-case backlog by 84 percent and reduced waiting times by nearly two-thirds, providing a precedent for how sustained focus on process improvement can yield dramatic results.
Sources
- Social Security Administration — Official press release announcing historic performance improvements, June 29, 2026
- CNBC — Reporting on Commissioner Bisignano’s announcement of 8-minute average wait times on the 800 number, June 10, 2026
- Social Security Administration — Performance metrics dashboard showing field office wait time reductions and online transaction increases
- Brookings Institution — Historical precedent on Veterans Administration backlog reduction efforts, 2016
