Social Security reports major gains in customer service

Under President Donald J. Trump, the Social Security Administration has been reshaping itself into a model of strong customer service, with a focus on fast, accurate, and secure support. The agency said it gave Americans back 200 million hours that would otherwise have been spent waiting for service, equal to 100,000 work years returned to the economy.

The Social Security Administration is the country’s largest and most trusted government service provider, protecting information and serving more than 330 million Americans with active Social Security numbers. Over the past year, the agency said it has sped up its digital-first approach, simplified operations, and directed resources toward improving service for people online, by phone, by video, or in person.

The agency said the most recent fiscal year delivered the strongest performance in its 91-year history. Average wait time on the National 800 Number fell to under six minutes, an 80 percent improvement from FY 2024. Average field office wait times dropped by more than 30 percent as nearly 30 million visitors were served across more than 1,200 field offices. Americans also completed more than 571 million online transactions, and more than 105 million people now have a personal my Social Security account. In addition, disability processing times and backlogs were reduced, helping vulnerable applicants receive decisions sooner.

View the service improvements and results here.

The agency said it will keep expanding digital access and improving service across every channel. The administration said its goal is to provide a better experience for every American.

Thank you for placing your trust in the Social Security Administration.