Social Security Administration's Telephone Service Metrics Verified as Accurate by Inspector General

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According to the Social Security Administration (SSA), a recent audit by its Office of the Inspector General (OIG) has confirmed the accuracy of the agency’s publicly reported telephone service metrics for Fiscal Year 2025 and highlighted significant improvements in customer service. The OIG report found that the SSA’s published performance data for its national 800 number was accurate and that the agency experienced a notable enhancement in its overall telephone service during FY 2025, attributing these gains to technological advancements and strategic workforce adjustments.

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The OIG’s findings indicate that the SSA’s average wait time for callers to its national 800 number decreased from 30 minutes in January 2025 to 7 minutes by September 2025. Concurrently, the agency successfully handled 65 percent more calls in FY 2025 compared to the preceding fiscal year. The audit also noted that the SSA’s implementation of technology, accessible self-service options, and process improvements played a crucial role in achieving these enhanced service levels. This independent review was initiated following discussions between SSA Commissioner Frank J. Bisignano and Senator Elizabeth Warren concerning the agency’s reported performance data.

Beyond telephone services, the SSA has reported broader customer service enhancements. The average speed of answer for the National 800 Number has reportedly remained in the single digits for the last five months. In addition to the increased call volume handled, field office visitors have also experienced reduced wait times, with an average decrease of nearly 30 percent from FY 2024 to FY 2025. Individuals with appointments at field offices now wait an average of just six minutes to be assisted.

Furthermore, the agency has made progress in reducing the backlog of pending initial disability claims, reporting a 33% decrease from its peak of 1.26 million pending claims in June 2024. Americans can now access their personal my Social Security accounts 24 hours a day, seven days a week. Previously, the website experienced approximately 29 hours of downtime per week. Additional details on how the SSA is improving its service channels are available on the agency’s website.

Article by Mel Anara, based upon information from the Social Security Administration

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