SSA Commissioner Frank Bisignano Defends Service Improvements Ahead of Congressional Hearing

On Wednesday, Social Security Administration (SSA) Commissioner Frank Bisignano will appear before the House Ways and Means Committee to address the agency’s ability to pay benefits, protect privacy, and deliver customer service. In a letter to lawmakers, Bisignano highlights a 75 % reduction in telephone-wait times, resolution of major website glitches, and a 50 % increase in the number of people served since he assumed leadership.

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Bisignano inherited an agency that shed roughly 7,000 workers at the start of the Trump administration and later reassigned about 2,000 employees into direct-service roles, many of whom had not previously handled calls. The SSA also faced false public claims—propagated by President Donald Trump and Elon Musk—that deceased individuals were still receiving benefits. An internal Inspector General report continues to flag errors in benefit administration and claims processing.

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

The agency’s latest semi-annual report to Congress notes measurable progress: phone-wait times have dropped dramatically, and new technology is being deployed to accelerate disability-claim processing. Bisignano’s office cites the 75 % cut in call-center queues and the 50 % rise in served constituents as evidence that the SSA is “meeting clients where they want to be met,” whether by phone, online, or in-person.

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

Labor representatives, including the American Federation of Government Employees Council 220, argue that the reported gains mask deeper staffing shortfalls. The union points to severe understaffing at field offices in Ironwood, Michigan; Decorah, Iowa; Havre, Montana; Big Spring, Texas; Sheridan, Wyoming; Glasgow, Montana; Pierre, South Dakota; Cedar City, Utah; and Cody, Wyoming. Critics contend that reliance on temporary staff and online services merely shifts bottlenecks rather than resolves the underlying workforce deficit.

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Bisignano reiterated that no field offices have been closed and emphasized the agency’s commitment to flexible service delivery. He also noted his concurrent role as chief executive of the Internal Revenue Service, a position created under the Trump administration. When pressed about a tax-audit immunity settlement involving former President Donald Trump, Bisignano redirected inquiries to Treasury Secretary Scott Bessent, who declined comment on ongoing litigation.

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• “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

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

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

The hearing will likely focus on the sustainability of the reported improvements, the impact of staffing reductions on service quality, and the agency’s plans to address the union’s understaffing concerns. Lawmakers may also probe the SSA’s coordination with the IRS on the contested audit-immunity settlement.

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