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Letter sent to Congress by
Social Security Administration Commissioner
--- 11-21-2025 - Excerpts from an End of Fiscal Year Update letter sent to Congress by Social Security Administration Commissioner Frank J. Bisignano
“In July, we announced that we completed sending over 3.1 million payments, totaling over $17 billion, to beneficiaries eligible under the Social Security Fairness Act (SSFA), 5 months ahead of schedule.”
“Following my confirmation in early May, I learned that SSA’s online portal, my Social Security, had scheduled downtime of 29 hours a week, leaving Americans without instant access to their benefit information. As a result of the quick actions taken by my leadership team this past summer, Americans now have 24/7 access to their Social Security information online...The growth in new account holders, combined with our increased engagement on the value of doing business online, enabled a nearly 20% increase in online transactions in Fiscal Year 2025 compared to the prior year.”
“Through the use of technology and proper allocation of resources, we have been able to reduce the year-over-year average speed of answer from 28 minutes in Fiscal Year 2024 to 15 minutes in Fiscal Year 2025, while serving 65% more callers than the previous year. In addition, nearly 90% of calls are now resolved via self-service or convenient callbacks, methods Americans frequently use when contacting organizations in both the public and private sector.”
“In-office wait times are down almost 27% to 22 minutes from 30 minutes at the end of last year. Visitors who had a scheduled appointment only waited around 6 minutes on average to receive assistance. This has been made possible with changes to the field office phone systems now allowing for nearly 30% of calls to be handled instantaneously through technology, which gives our teams more time to focus on customers needing help in-person.”
“The disability claims backlog was at an all-time high in June of 2024 with over 1.26 million pending claims. I am proud to share that we have reduced the backlog this year by over 25% to 865,000, a level that hasn’t been seen since 2022. We also decreased the initial claim average processing time by 13% to 209 days, down from 240 days in January 2025, and maintained historic lows of disability hearings pending, with average wait times reduced by nearly 60 days since the last fiscal year.”