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SSA Reports Improved Service Amid Criticism and Audit Findings

12/23/2025

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Summary

Story summary

The Social Security Administration (SSA) reported improved phone service metrics for fiscal year 2025, serving 68 million callers.
An audit by the Office of the Inspector General confirmed average wait times decreased from 30 minutes in January to about 7 minutes by September.
Improvements resulted from a new cloud-based telecommunications platform and staffing adjustments.
Senator Elizabeth Warren criticized the findings, asserting that actual wait times were higher and many callers did not receive assistance.
SSA Commissioner Frank J. Bisignano reaffirmed the agency's commitment to enhancing service quality and transparency.

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Story summary

The Social Security Administration (SSA) reported improved phone service metrics for fiscal year 2025, serving 68 million callers.
An audit by the Office of the Inspector General confirmed average wait times decreased from 30 minutes in January to about 7 minutes by September.
Improvements resulted from a new cloud-based telecommunications platform and staffing adjustments.
Senator Elizabeth Warren criticized the findings, asserting that actual wait times were higher and many callers did not receive assistance.
SSA Commissioner Frank J. Bisignano reaffirmed the agency's commitment to enhancing service quality and transparency.