United States Social Security Administration (SSA) is going through a period of deep transformation. Its new commissioner, Frank Bisignano, has announced key changes that will shape the future of this important institution. The decisions affect both employees and millions of citizens who depend on the system.
Artificial intelligence arrives at social security
One of the most important changes is the integration of artificial intelligence (AI) into SSA's daily operations.
Since April, the agency has started using AI to detect fraud in phone claims. Although this has slightly slowed down the process, the goal is clear: to offer more security and efficiency.
Bisignano's vision is for AI not only to support repetitive tasks, but also to enable better service for citizens. Imagine your call being solved in minutes thanks to well-designed automated systems. That's the goal.
"We're not going to prioritize the customer if we don't prioritize digital," he said. He's right: the world has changed, and institutions must adapt.
There won't be layoffs, but there will be more demands
Many feared staff cuts. But the commissioner was direct: there won't be mass layoffs.
However, he does expect employees to be more productive. SSA offered incentives for early retirement and moved staff from regional offices to other areas. All of this is aimed at reorganizing and optimizing the team.
"We're going to get the job done without firing anyone," he said. He also made it clear that he wants results: more efficiency, better service, and commitment.
Total digital transformation
SSA wants to become a modern, agile, and primarily digital agency. That means redesigning its website, automating services, and reducing the need for calls or in-person visits.
"People compare their experience to Amazon. If they can do something there in minutes, why not here?" Bisignano commented.
This new approach aims to make procedures easier for retirees, people with disabilities, and any citizen who needs Social Security services. It will be faster, clearer, and with fewer obstacles.
A change for employees too
It's not all about technology. Bisignano knows SSA employees aren't satisfied. In fact, in 2024, the agency had one of the lowest job satisfaction rates among federal agencies.
"My job is to improve that," he said. He was clear: he won't do it with parties or cookies, but by giving work meaning. He will invest in technology and training, so workers can focus on meaningful tasks and don't feel trapped in slow or bureaucratic processes.