Frank Bisignano Defends Social Security Administration Amid Calls for Accountability

Commissioner Frank Bisignano will appear before the House Ways and Means Committee on Wednesday to address the Social Security Administration’s (SSA) customer-service performance, benefit-payment reliability, privacy safeguards, and internal operations. In a letter to lawmakers, Bisignano highlights a 75 % reduction in phone wait times, resolution of major website issues, and a 50 % increase in the number of people served since he assumed leadership.

After long waits at the Social Security Administration, its chief says things are getting better

Bisignano took charge after a series of leadership exits, chaotic service changes, and public accusations—made by former President Donald Trump and Elon Musk—that millions of deceased individuals were still receiving benefits. The agency laid off roughly 7,000 workers at the start of the Trump administration. In the past year, about 2,000 employees were reassigned to direct-service roles, many of which traditionally did not involve answering calls. The SSA’s Inspector General continues to flag errors in benefit administration and claims processing, though its latest semiannual report notes measurable progress in telephone service and disability-claim technology.

After long waits at the Social Security Administration, its chief says things are getting betterAssociated Press

• Phone-wait times down 75 %

Associated Press

• Service volume up 50 %

Associated Press

• 7,000 staff reductions (initial Trump-era layoffs)

After long waits at the Social Security Administration, its chief says things are getting better

• 2,000 staff reassigned to front-line positions

After long waits at the Social Security Administration, its chief says things are getting better

Bisignano emphasizes a “meet-clients-where-they-want-to-be-met” approach, promising phone and in-person assistance with or without appointments. He asserts no field offices have closed and the agency remains committed to expanding public interaction options.

After long waits at the Social Security Administration, its chief says things are getting better

The American Federation of Government Employees Council 220 reports severe understaffing at nine field offices: Ironwood, Michigan; Decorah, Iowa; Havre, Montana; Big Spring, Texas; Sheridan, Wyoming; Glasgow, Montana; Pierre, South Dakota; Cedar City, Utah; and Cody, Wyoming. Union officials contend that staffing cuts have compromised service quality and increased wait times for in-person assistance.

Associated Press

• “I’ve been very clear. We will meet clients where they want to be met. You want to call us on a phone, we’ll have technology on the phone, or you can talk to somebody on the phone. You want to come to a field office, you can come with an appointment, or without,” — Frank Bisignano, SSA Commissioner

After long waits at the Social Security Administration, its chief says things are getting better

• “People boo at Yankee Stadium, even when they’re winning,” — Frank Bisignano, SSA Commissioner

After long waits at the Social Security Administration, its chief says things are getting better

• “What I’m trying to achieve is to have a better way for the American public to interact with the Social Security Administration,” — Frank Bisignano, SSA Commissioner

After long waits at the Social Security Administration, its chief says things are getting better

• “The union representing SSA employees and field office workers says some offices are severely understaffed.” — American Federation of Government Employees Council 220

After long waits at the Social Security Administration, its chief says things are getting better

Improved telephone and digital services could speed benefit delivery for millions, but staffing gaps risk longer wait times, claim-processing errors, and reduced public confidence in the nation’s safety-net agency.

After long waits at the Social Security Administration, its chief says things are getting better

The hearing on Wednesday will let lawmakers examine the durability of reported gains, the effect of temporary staffing, and plans to address understaffed field offices. Outcomes may shape budget allocations, oversight and legislative reforms for the SSA.

After long waits at the Social Security Administration, its chief says things are getting better