The report released by the IG confirms that call wait times, as well as in-person waits for assistance with SSA, were significantly reduced in 2025.
The Social Security Administration (SSA) Office of the Inspector General (OIG) released an audit of the administration’s telephone service metrics for the year 2025. The report, which was the result of an agreement with Senator Elizabeth Warren of Massachusetts, showed significant improvements in SSA’s customer service due to technology enhancements and other strategic staffing decisions.
The audit determined that phone service wait times declined from 30 minutes to 7 minutes. It also found that SSA served 65 percent more callers in 2025 than it did the previous year. Other findings included the fact that average wait times for those who visited field offices decreased by almost 30 percent, with the average wait time for those with an appointment being just 6 minutes.
SSA Commissioner Frank Bisignano stated, “We are serving more Americans at significantly faster speeds than ever before… We are determined to continue improving customer service online, on the phone, and in person at field offices.”
As the Lord Leads, Pray with Us…
- For Commissioner Bisignano as he oversees the ongoing customer service enhancements at SSA.
- For members of Inspector General Offices as they assess the efficiency of federal agencies.
- For members of the House and Senate as they deliberate legislation for the funding of the federal government for the remainder of 2026.
Sources: Social Security Administration,
