Blond-haired man speaking in front of a microphone with social security cards in the foreground

A historic change in United States Social Security is confirmed: this is how it will affect

Major transformations that promise to improve the experience and access to Social Security for millions of people

12/08/2025 11:43:00h

The Social Security Administration (SSA) announced an unprecedented technological change that will transform the experience of millions of Americans. These improvements are part of a plan to modernize the agency, make it more accessible, and more efficient.

Technological modernization across the nation

Commissioner Frank Bisignano has driven a project to renew SSA's phone system and online services. More than 70% of local offices already have this technology, and in one month, 100% is expected to be reached.

This update aims to reduce wait times and offer new self-service options for users. In addition, employees can now answer calls from any office, improving the flexibility and speed of the service.

A man in a suit displays Social Security cards while an elderly couple watches in the background in a modern kitchen.

SSA renews its telephone and digital system to improve service | Getty Images Signature, Getty Images de Zinkevych

Reduced wait times and better phone service

One of the most notable changes is the reduction in the average phone wait time, which has gone from 18 minutes to just 6 minutes. SSA has also handled 1.3 million calls in the last period, 70% more than the previous year. 90% of calls are completed without waiting, thanks to automated self-service and callbacks.

In addition, in 2025, the in-person wait time is expected to decrease from 30 to 23 minutes, making access faster for everyone.

Online portal available 24 hours and more accessible

The "My Social Security" portal has also been updated to offer continuous, 24/7 access, eliminating previous frustrations due to downtime or technical difficulties. More than 125,000 users can now manage their benefits at any time from any device.

This improves autonomy and makes it easier to personally manage benefits without relying exclusively on phone or in-person contact.

A person operates a computer in the background, and in the foreground, a man with a worried look puts his hand to his head

Users access their benefits at any time and on any device | Getty Images, Pexels

Progress in reducing delays and support for public servants

SSA has managed to reduce initial disability claim delays by 25%. It has also shortened the pending hearing times by 60 days, reaching historic lows. The processing of applications is also faster, with an average of 5 days less since Bisignano took office.

An important step forward was the early implementation of the Social Security Fairness Act (SSFA).

Thanks to this measure, more than 17 billion euros were paid to public servants such as police officers, teachers, and firefighters. These workers had seen their benefits affected by previous regulations. This measure has been key to recognizing and restoring rights that were pending.

➡️ Hype