Improving Services: SSA Commissioner Defends Agency’s Progress

Frank Bisignano, the commissioner of the Social Security Administration (SSA), plans to address Congress this week about improvements in agency service. Critics complain about staff shortages and long waits, but Bisignano aims to show progress with specific metrics.

At an upcoming House Ways and Means Committee hearing, Bisignano will discuss better customer service at the SSA. Challenges include timely benefit distribution, privacy protection, and overall agency efficiency. He intends to highlight shorter wait times and improved services. In a letter to lawmakers, he notes a 75% reduction in phone wait times and fixes for website issues, leading to a 50% increase in the number of people served.

Bisignano criticized his predecessor, Martin O’Malley, for mandating appointments at field offices. He stated that the SSA now offers more flexibility. Clients can reach out via phone or visit field offices with or without appointments. O’Malley, however, disagrees with these claims, maintaining that walk-ins weren’t turned away during his tenure.

“People boo at Yankee Stadium, even when they’re winning,” Bisignano remarked, addressing critics.

Staff restructuring and increased online services have sparked criticism. Opponents warn of potential long-term risks despite recent achievements. Bisignano counters these concerns, emphasizing a goal of client-focused interaction with the SSA.

The SSA inspector general continues to report errors in benefits and claims processing but acknowledges improvements in phone service and quicker disability claims processing. Unions point out understaffing in specific field offices across the country.

Bisignano also holds a dual role as chief executive of the IRS, established by the Trump administration. On a separate note, during inquiries about a tax audit immunity deal for Trump, he referred to Treasury Secretary Scott Bessent’s comments as ongoing litigation prevents disclosure.