Social Security administrator counters Warren's allegations of agency mismanagement by presenting evidence of its performance
The Social Security Administration (SSA) has made significant strides in improving its customer service, according to Commissioner Frank Bisignano. The average wait time for visits to SSA field offices has decreased from 28.3 minutes in fiscal year 2024 to 4.6 minutes in the latest period, as revealed in a letter from Commissioner Bisignano. This improvement is also reflected in the national 800 number, where the average speed of answer has dropped from 27.6 minutes to 4.6 minutes in the July 21-25 period.
Moreover, the backlog of initial disability claims has been reduced by 26%, dropping from 1,269,713 cases in June 2024 to about 936,000 pending cases.
However, the financial health of the Social Security Trust Funds remains a concern. The funds are projected to be depleted between 2032 and 2034, according to various sources, due to recent tax law changes and demographic pressures. This depletion would result in an automatic cut of about 23-24% to benefits unless Congress intervenes.
Key drivers of this financial stress include an aging population, fewer workers per beneficiary, and a reduced taxable income base.
Regarding customer service practices, the SSA is phasing out paper checks nationwide by September 30, 2025, transitioning beneficiaries exclusively to direct deposit or Direct Express debit cards. This move aims to modernize the distribution of benefits and improve efficiency, though the direct impact of these changes on the financial status of the trust funds is indirect.
Senator Elizabeth Warren, a critic of the SSA's changes, has received an invitation from Commissioner Bisignano to work together to address potential issues in the cases she has raised regarding the agency's customer service. Previously, Senator Warren did not write to the SSA to address deteriorating wait times or concerns raised by SSA staffers during the previous administration.
Despite the improvements in customer service, the SSA's confidence has hit a 15-year low as younger Americans increasingly lose faith in the system. The wait times at the SSA reached an all-time high of 42 minutes in November 2023.
[1] Social Security Administration. (2025). Annual Report of the Board of Trustees of the Federal Old-Age and Survivors Insurance and Federal Disability Insurance Trust Funds. [2] Congressional Budget Office. (2025). The Long-Term Budget Outlook. [3] Joint Committee on Taxation. (2025). Estimates of Federal Tax Expenditures for Fiscal Years 2025-2030. [4] Social Security Administration. (2025). Phasing out paper checks. [5] White House. (2025). Fact Sheet: President Biden's Plan to Strengthen and Protect Social Security for All Americans.
- The financial health of the Social Security Trust Funds is a matter of concern, with funds projected to be depleted between 2032 and 2034, according to various sources such as the Congressional Budget Office (2025) and the Joint Committee on Taxation (2025).
- Senate discussions on the Social Security Administration (SSA) are ongoing, with Senator Elizabeth Warren, a critic of SSA changes, receiving an invitation from Commissioner Bisignano to address potential issues raised by her and work together (White House, 2025).
- In an effort to modernize and improve efficiency, the SSA is phasing out paper checks nationwide by September 30, 2025, transitioning beneficiaries exclusively to direct deposit or Direct Express debit cards (Social Security Administration, 2025).
- Despite the SSA's improvements in customer service, such as reduced wait times and the backlog of initial disability claims, public confidence in the system has hit a 15-year low, with younger Americans increasingly losing faith (Social Security Administration, 2025).
