The agency is handling 70% more calls than last year, while lowering the average speed of answer by 80%, from 30 minutes to just six minutes.
Improved use of technology has enabled 90% of calls to the national line to be served via automated self-service options or callbacks, further minimizing hold times.
Average customer wait times at field offices have declined by 23%, while five times as many visitors have scheduled appointments compared to last year.
All field offices are fully staffed, with employees returning to the office five days a week for the first time in years to better serve the American people.
Social Security has made vast technology improvements.
Americans now have 24/7/365 access to their online accounts after reducing the longstanding scheduled downtime of 29 hours per week to zero — enabling over 280,000 more customers to access their online accounts in the first two weeks alone.
A new recording and transcription system to replace antiquated hardware is near full implementation — increasing accuracy and saving millions of dollars per year.
Innovative upgrades to phone technology have been deployed to 92% of field offices.
Social Security has driven down backlogs and delivered ahead of schedule.
There has been a 26% reduction in the backlog of initial disability claims from its all-time high last year, while the average processing time has been cut down by five days and the average wait time for a disability hearing has been cut by 60 days.
Over 3.1 million payments — totaling more than $17 billion — were sent to eligible beneficiaries under the Social Security Fairness Act five months ahead of schedule.
Social Security has dramatically increased accountability.
The agency has identified more than $1 billion in cost avoidance and efficiencies this fiscal year.
The agency has addressed billions of dollars in improper payments.
After years of delay, Social Security is rolling out a new payroll information exchange that will transmit information directly from payroll providers — saving billions of dollars in payments over the next decade.
