Social Security reports three major service upgrades, while experts caution about underlying risks

Social Security helps keep about 22 million adults and children in the United States above the poverty line, including roughly 16.3 million people age 65 and older.

The entitlement program provides dependable, guaranteed income to help cover essential living costs. For millions who depend on it, the system has to work smoothly and efficiently.

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The Social Security Administration recently said it had introduced major improvements aimed at making it easier for Americans to receive benefits. In its news release, the agency said those efforts had led to the “Best Performance in Agency History.”

Still, some insiders and experts are raising concerns, particularly about whether the changes could create risks for some beneficiaries.

Social Security says its changes are making benefits easier to access

According to the agency, its recent improvements include:

Insiders and experts say there are serious concerns

Although the agency’s figures appear strong, Federal News Network reports that the American Federation of Government Employees is warning about deeper problems within the system. The federal workers’ union represents more than 35,000 SSA employees.

The union argues that:

• The numbers do not appear trustworthy based on what employees are seeing inside the agency

• There are fewer qualified employees because of DOGE-related terminations, which the union described as staffing being “stripped to the bone”

• About 2,000 workers have been reassigned to answering phone calls instead of handling claims or in-person appointments at field offices. Those workers may answer quickly, but they do not always have the right information to help

The Social Security Administration’s Office of the Inspector General also released a report on 2025 operations that pointed to problems including aging digital infrastructure. In addition, the ACSI® Federal Government Study 2026 showed a drop in public satisfaction with government services, including a 3% decline in call center satisfaction.

The move toward digital-first service may improve efficiency, but some experts worry it could leave older Americans behind if they are not comfortable with technology.

“I think it’s great that Social Security is embracing technology; however, it comes with the risk of leaving some of our most vulnerable citizens behind if we don’t also provide alternatives,” Christina Bremner, founder of Purple Door Finders, an online database of senior living facilities, told Moneywise.

“We can’t forget that millions of seniors struggle with technology and lack access to internet devices,” Bremner said. “They may have vision or hearing impairments, or experience cognitive decline.

“Remembering a password, verifying identity, and navigating a government website could be extremely overwhelming. Digital convenience for the government should not come at the expense of accessibility, especially for those who depend on Social Security as their primary source of income.”

Jennifer Szakaly, founder and CEO of Caregiving Corner, also agreed that a digital-first approach can be difficult for older adults who are not highly comfortable with technology.

“Many seniors are perfectly capable of managing their own affairs but struggle with online accounts, passwords, verification codes and websites that aren’t always easy to navigate. Even making an appointment online can be intimidating,” she told Moneywise.

Szakaly also pointed to another major risk: scams. Older adults are already frequent targets for fraudsters posing as Social Security or other government agencies, and the problem has only grown in the age of AI.

“Someone who is confused about a new online process may be more likely to trust a fake email, text message or website that appears to come from Social Security,” says Szakaly.

As concerns about online fraud rise, older Americans are being urged to stay alert when using the internet. The FBI offers several tips for protecting yourself online. When in doubt, it is always wise to call and confirm with an agent before assuming a message or website is legitimate.