SSA Cuts Wait Times, Claims Backlog Through Tech Modernization

The Social Security Administration said modernization efforts across its operations and technology have driven what Commissioner Frank Bisignano called historic improvements in customer service, such as reducing wait times, cutting disability backlogs and expanding automation across the agency.

“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. In the last year, SSA has achieved historic results. We are delivering on the promise of Social Security for the more than 330 million Americans we serve,” Bisignano said in a statement.

In a letter to the chairs of the House and Senate Appropriations Committees, Bisignano highlighted customer service improvements the agency has made over the past year, including:

• Reducing the national 800 number’s average answer speed from 34 minutes in 2024 to 8 minutes, a 75% reduction.
• Processing 385 million online transactions in fiscal 2026 to date, up 37% from 2024.
• Cutting field office wait times by 30%.
• Reducing the initial disability claims backlog by more than 30%, from nearly 1.3 million claims in 2024 to 853,000.
• Saving $16 billion through stronger financial controls.

Bisignano said the improvements saved the public nearly 40 million hours that otherwise would have been spent waiting for service in fiscal year 2024.

“We have invested in our workforce and engaged employees at all levels to transform how we deliver for the American people so that we provide better, faster and higher quality service. Importantly, service is better than ever for our most vulnerable clients, including those applying for and receiving disability insurance and receiving Supplemental Security Income benefits,” Bisignano told Congress.

Technology Driving Service Improvements

The customer service gains were supported by several technology initiatives designed to automate routine work and improve operational efficiency.

Among the agency’s largest modernization efforts is Straight Through Processing, which automates Medicare claims from application through adjudication. SSA has processed more than 340,000 Medicare claims through the system and is expanding the capability to selected retirement claims.

The agency also said nearly 40% of incoming calls are now handled through its Interactive Voice Response system, allowing customers to receive immediate assistance without speaking to a representative.

Additional technology enhancements are helping employees improve program integrity, reduce improper payments and streamline Supplemental Security Income claims processing.

AI Builds on Years of Modernization

Beyond automation, SSA is increasingly deploying generative and agentic AI to improve both customer service and internal operations. Brian Peltier, SSA’s head of technology, customer data and AI, said the agency’s decade-long technology modernization laid the foundation for today’s AI initiatives. He said those capabilities are now reaching maturity and positioned for broader deployment.

“We’re on the cusp of really changing the way we operate, how we work, how we service our customers,” Peltier said last week at the ACT-IAC AI Forum.

Serving roughly 330 million people requires technology that can efficiently support both digital and in-person services, Peltier said.

He added that modernization extends beyond simply creating more online services. Instead, it encompasses improvements across the agency’s entire customer experience, from back-end IT systems to field office operations.

AI-powered digital services can help customers complete routine transactions online while allowing SSA employees to devote more time to individuals who require in-person assistance, Peltier said.

“That is the key critical element here — to bring that all together and deliver it, so that no matter where you engage with us, you get the best service possible,” Peltier said.