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

WASHINGTON (AP) — After complaints about staffing cuts and long waits to get help at the Social Security Administration, its commissioner says he’s ready to make the case to Congress this week that things are getting a lot better at the embattled agency.

Frank Bisignano is expected to face pointed questions from lawmakers at a hearing on his agency’s customer service performance, its ability to pay Americans their benefits, protect their privacy, and other questions about the inner workings of the SSA.

He plans to tout shorter wait times and other customer service metrics to a House Ways and Means Committee hearing slated for Wednesday, and will slam his predecessor for requiring appointments for field office visits, according to his prepared testimony which was viewed by The Associated Press.

In a letter sent to lawmakers ahead of the hearing, Bisignano states that the SSA has cut phone wait times by 75% under his leadership, fixed frustrating website issues, and served 50% more people.

“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,” Bisignano told The Associated Press in an interview.

Critics argue those gains are being achieved through temporary staffing shifts, increased reliance on online services, and workforce reductions that have created longer-term service risks, shifting bottlenecks around rather than solving staffing problems.

Bisignano dismisses the criticism. “People boo at Yankee Stadium, even when they’re winning,” he said.

Bisignano took over the agency after a series of chaotic customer service changes, leadership exits, and false allegations made by President Donald Trump and Elon Musk — who ran the Department of Government Efficiency cost-cutting program — that millions of dead people were receiving benefits.

The SSA laid off 7,000 workers at the start of the Trump administration. Roughly 2,000 employees were reassigned last year into direct-service positions, including staff whose jobs don’t normally involve answering calls.

The SSA’s Inspector General — its internal watchdog — has identified ongoing errors in benefit administration and claims processing. But its latest semiannual report to Congress also shows the agency has made measurable progress in improving telephone service and deploying technology to speed disability claims processing.

The union representing SSA employees and field office workers says some offices are severely understaffed. That includes Ironwood, Michigan; Decorah, Iowa; Havre, Montana; Big Spring, Texas; Sheridan, Wyoming; Glasgow, Montana; Pierre, South Dakota; Cedar City, Utah; and Cody, Wyoming, according to the American Federation of Government Employees Council 220.

But Bisignano said no field offices have been closed and noted that the agency is committed to meeting clients where they prefer.

“What I’m trying to achieve is to have a better way for the American public to interact with the Social Security Administration,” Bisignano said.

Bisignano also serves as chief executive of the IRS, in a role that was created by the Trump administration. Asked about a new tax audit immunity deal for Trump and his family that was part of the controversial settlement crafted to resolve Trump’s $10 billion lawsuit against the IRS, Bisignano referred The Associated Press to Treasury Secretary Scott Bessent’s recent comments to a congressional committee, where he refused comment on ongoing litigation.