Bisignano Sets 75% SSA Wait-Time Cut For Congress Hearing — Ssa Bisignano Congress Hearing
Frank Bisignano is set for the ssa bisignano congress hearing on Wednesday with a message for lawmakers: the Social Security Administration says its phone wait times are down 75% under his leadership. He plans to tell the House Ways and Means Committee that service is improving as the agency faces questions about benefits, privacy and its internal operations.
The commissioner said the agency has also fixed website issues and served 50% more people. His pitch centers on a simple claim for beneficiaries: people can call, speak with someone on the phone, or visit a field office with or without an appointment.
Ways and Means questioning
Lawmakers are expected to press Bisignano on more than customer service. The hearing is set to cover the agency's ability to pay Americans their benefits, protect their privacy and handle the rest of the Social Security Administration's work without service breakdowns.
Bisignano said he is ready to tell Congress that things are getting a lot better at the agency. He also said, “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.”
SSA staffing cuts
The service gains come after years of strain inside the agency. The Social Security Administration cut 7,000 workers at the start of the Trump administration, and roughly 2,000 employees were reassigned last year into direct-service positions. Critics say the improvements are being driven by temporary staffing shifts, more reliance on online services and workforce reductions that could leave longer-term service risks.
Bisignano took over after chaotic customer service changes, leadership exits and false allegations by President Donald Trump and Elon Musk that millions of dead people were receiving benefits. The agency's latest semiannual report to Congress says it has made measurable progress in telephone service and in technology meant to speed disability claims processing.
Ironwood and other offices
The union representing SSA employees and field office workers says some offices are still severely understaffed. The American Federation of Government Employees Council 220 named Ironwood, Michigan; Decorah, Iowa; Havre, Montana; Big Spring, Texas; Sheridan, Wyoming; Glasgow, Montana; Pierre, South Dakota; Cedar City, Utah; and Cody, Wyoming.
Bisignano said no field offices have been closed, a point likely to draw scrutiny as the agency tries to show that better phone service and field access are holding up. He also serves as chief executive of the IRS in a role created by the Trump administration, adding another layer to the federal job he holds while he defends the Social Security Administration's performance.
The hearing gives lawmakers a chance to test whether the 75% decline in phone wait times reflects a durable shift or a temporary fix. For beneficiaries who rely on phone lines, field offices and disability-claim processing, the answer will help determine whether the agency's current service gains can survive the staffing changes already made.
