Social Security Chief Reports Improvements Amid Long Waits

WHO:

AP News - Frank Bisignano, Commissioner of the Social Security Administration (SSA)

AP News - Martin O’Malley, Bisignano's predecessor

AP News - President Trump, Elon Musk, who ran the Department of Government Efficiency cost-cutting program

AP News - American Federation of Government Employees Council 220, representing SSA employees

WHAT:

AP News - Bisignano plans to present improvements in customer service at a House Ways and Means Committee hearing.

AP News - The SSA has cut phone wait times by 75% under Bisignano's leadership.

AP News - The SSA has served 50% more people since Bisignano took over.

AP News - The SSA cut 7,000 workers at the start of the Trump administration.

AP News - Approximately 2,000 employees were reassigned last year into direct-service positions.

WHERE:

AP News - The SSA offices mentioned as severely understaffed include locations in Ironwood, Michigan; Decorah, Iowa; Havre, Montana; Big Spring, Texas; Sheridan, Wyoming; Glasgow, Montana; Pierre, South Dakota; Cedar City, Utah; and Cody, Wyoming.

WHEN:

AP News - The House Ways and Means Committee hearing is scheduled for Wednesday.

WHY:

AP News - Bisignano aims to improve customer service and address complaints about staffing cuts and long waits at the SSA.

AP News - Critics argue that recent gains are achieved through temporary staffing shifts and increased reliance on online services.

HOW:

AP News - Bisignano states that the SSA will meet clients through various means, including phone calls and field office visits, with or without appointments.

AP News - The SSA's Inspector General has identified ongoing errors in benefit administration and claims processing, but the agency has made progress in improving telephone service and technology deployment for disability claims processing.

(UPDATED June 9, 2026 23:24 UTC)

Commissioner of the Social Security Administration, Frank Bisignano, is set to present improvements in customer service at a House Ways and Means Committee hearing on Wednesday. Under his leadership, the SSA has successfully cut phone wait times by 75% and served 50% more people, despite facing criticism over staffing cuts and long wait times. Bisignano plans to address these concerns by highlighting the agency's efforts to meet clients through various means, including phone calls and field office visits, while also acknowledging ongoing challenges in benefit administration and claims processing.