Social Security Delivers Historic Customer Service Improvements
SPECIAL FROM SSA COMMISSIONER FRANK J. BISIGNANO:
Under President Donald J. Trump, the Social Security Administration (SSA) is transforming into a model of excellence, one that meets and exceeds customer expectations for fast, accurate, and secure service. In 2026, SSA gave Americans back 200 million hours of time they previously would have spent waiting for service, equivalent to putting 100,000 work years back into the economy.
SSA is the nation's largest and most trusted government service provider, safeguarding information and delivering service to more than 330 million Americans with active Social Security numbers. Over the past year, we have accelerated our digital-first strategy, streamlined our operations, and focused our resources to improve your experience whether you choose to interact with us online, by phone, by video, or in person.
Fiscal year (FY) 2026 produced the best performance in the agency’s 91-year history. We reduced average wait times on our National 800 Number to under six minutes, an 80 percent improvement compared to FY 2024. We cut average field office wait times by more than 30 percent while serving nearly 30 million visitors in our over 1,200 field offices. Americans completed more than 571 million online transactions during the year, and more than 105 million people now have a personal my Social Security account. We also reduced disability processing times and backlogs, helping the most vulnerable receive decisions more quickly.
SSA will continue expanding digital access for customers and improving service across every channel. This administration is focused on delivering a great experience for every American.
Thank you for placing your trust in the Social Security Administration.
Frank J. Bisignano
Commissioner
Social Security Administration
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