A high-stakes challenge to the Social Security Administration’s reported performance has been decisively resolved. An internal audit, prompted by Senator Elizabeth Warren’s concerns, has confirmed the agency’s publicly stated improvements in phone service during fiscal year 2025 were, in fact, accurate.
The Office of the Inspector General meticulously reviewed the SSA’s national 800-number metrics, finding no discrepancies. The data released to the public held up under intense scrutiny, revealing a significant turnaround in service levels throughout the year.
The audit was launched after Senator Warren questioned the reliability of the SSA’s data, citing reports of excessively long wait times. Commissioner Frank J. Bisignano agreed to the independent review, confident the agency’s progress would be validated.
The results were striking. The SSA handled a staggering 68 million calls – a 65% increase from the previous year – through both live agents and automated systems. This surge in volume occurred while wait times were steadily decreasing.
Early in the fiscal year, wait times peaked around 30 minutes in January. However, by September, the average caller was connected in roughly seven minutes, a dramatic improvement. This key metric, known as Average Speed of Answer, measures only active hold time, not callback waits.
Commissioner Bisignano emphasized the scale of the transformation. “Last year, people waited 40 minutes on the phone, and now they’re in single digits. We’re doing twice as many calls,” he stated, highlighting the agency’s success in handling increased demand.
The audit directly refuted Senator Warren’s assertions, confirming the accuracy of the SSA’s reported metrics. Bisignano welcomed the scrutiny, believing it would demonstrate the agency’s commitment to transparency and improvement.
The improvements weren’t accidental. The SSA implemented a new cloud-based telecommunications platform in August 2024, significantly increasing call capacity and enabling real-time performance monitoring. Expanded automation and strategic staffing realignments also played a crucial role.
The agency’s internal data verification process further ensured accuracy, comparing raw data with reported metrics and collaborating with vendors to resolve any inconsistencies. No evidence of misrepresented performance was found.
A confluence of factors drove the positive changes: technology upgrades, streamlined processes, and adjustments to the workforce. The SSA successfully leveraged these elements to overcome significant challenges.
Between January and March 2025, call volumes spiked due to Medicare and tax-related inquiries, as well as the implementation of the Social Security Fairness Act of 2023, impacting over 3.2 million beneficiaries. Despite this surge, wait times continued to fall.
It’s important to note that approximately 25 million calls ended without reaching a live agent, due to callers disconnecting, unanswered callbacks, or busy signals. These calls are not factored into the agency’s wait-time calculations.
Automation became a powerful tool in managing the increased demand. Automated systems handled nearly 2.9 million calls per month in fiscal year 2025, a substantial increase from approximately 300,000 the previous year, freeing up live agents for more complex issues.
The audit clarified the methodology behind the Average Speed of Answer metric, explaining that callers who opt for a callback are recorded as having zero active wait time. While this reduces the average, it doesn’t include the total time callers spend waiting for assistance.
Bisignano stressed the importance of transparency in how these numbers are calculated, emphasizing the agency’s commitment to providing clear and accurate information to the public.
Strategic staffing changes also contributed to the turnaround. Initially, the number of employees available to answer national calls decreased by about 13%. However, beginning in July, the SSA began assigning roughly 1,000 field office employees daily to assist with the national call volume.
This staffing shift coincided with a dramatic improvement in wait times, with the Average Speed of Answer dropping from around 13 minutes in June to approximately 7.5 minutes in July.
Beyond wait times, the audit revealed consistently high service quality. Approximately 87% of callers who responded to post-call surveys reported that their issue was resolved during the first contact.
Bisignano underscored the importance of these improvements for seniors and beneficiaries who depend on Social Security services. “We’re investing in Social Security and servicing the American public at a level they’ve never been serviced before,” he said.
He believes many people would be surprised by the positive changes if they contacted the agency today. “What would surprise them the most is how quickly they can get their phone call answered,” he added.
Looking forward, the SSA plans to continue expanding digital services, reducing backlogs – including in disability claims – and maintaining accountability through ongoing oversight. Bisignano anticipates continued double-digit improvements across all key metrics.
“This is just the beginning,” he declared, signaling a sustained commitment to enhancing service and delivering for the American public.
