Story perspectives

SSA Reports Sub-7-Minute Waits, Critics Call Metric Manipulation

5/8/2026

Summary

Story summary

SSA reported under-seven-minute 1-800 wait times in April 2026, but scores show holds and metric manipulation, prompting Administrator Chris Bisignano to add automation.
An employee answered calls, causing errors like telling a claimant she was ‘dead’.
Disability-rights groups reported a 30% drop in pending claims and faster processing.
Kathleen Romig and Jen Burdick criticized the agency for counting callback wait times as zero and using prompts that force hang-ups.

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Story summary

SSA reported under-seven-minute 1-800 wait times in April 2026, but scores show holds and metric manipulation, prompting Administrator Chris Bisignano to add automation.
An employee answered calls, causing errors like telling a claimant she was ‘dead’.
Disability-rights groups reported a 30% drop in pending claims and faster processing.
Kathleen Romig and Jen Burdick criticized the agency for counting callback wait times as zero and using prompts that force hang-ups.