The U.S. Social Security Administration (SSA) has reached a significant milestone — 90 years of providing vital financial support to retirees, individuals with disabilities, and families affected by the loss of a loved one. Established in 1935 under President Franklin D. Roosevelt, Social Security has become one of the most trusted institutions in the nation, delivering essential benefits to millions of Americans each month. This anniversary not only honors its past achievements but marks the beginning of an exciting new chapter for the agency.
A Historic Milestone with a Digital-First Approach
This year’s anniversary is not only a time to reflect on Social Security’s enduring legacy but also a time to look toward its future. Under the leadership of Commissioner Frank J. Bisignano, the SSA has embarked on a digital-first transformation, aimed at making services more efficient, accessible, and responsive to the needs of the American people.
Since taking office, Commissioner Bisignano has implemented a series of groundbreaking changes that are reshaping how Americans interact with Social Security. One of the most significant improvements is the move towards 24/7 access to personal accounts, enabling beneficiaries to manage their information and perform transactions at any time. This shift has been nothing short of revolutionary. In less than three weeks, over half a million transactions were processed — a dramatic improvement compared to the previous system, which was offline for 29 hours every week.
Advancements in Call Centers and Service Delivery
The SSA’s call centers have also seen extraordinary improvements under Bisignano’s leadership. Wait times for the SSA’s National 800 Number, once averaging 30 minutes, have been reduced to mere single digits. Additionally, 30% of all calls are now resolved instantly through advanced technology, while 90% of inquiries are handled via self-service or convenient callbacks. These advancements in customer service are a direct result of the agency’s commitment to efficiency and modernization.
Field offices, which have historically been known for long wait times, have also benefited from these changes. Appointment bookings are at record levels, and wait times have decreased by 30%. The SSA’s phone systems have been upgraded nationwide, ensuring that individuals seeking assistance receive timely responses. Furthermore, significant reductions in backlogs have been achieved, with disability claim processing times cut by 26% and hearing wait times shortened by 60 days.
Unprecedented Support for Beneficiaries
The SSA’s impact on American society cannot be overstated. In 2025, an estimated 72 million Americans will receive over $1.6 trillion in benefits, underscoring the agency’s critical role in providing financial security for individuals and families. Through the Social Security Fairness Act, the SSA accelerated over $17 billion in payments, delivering funds five months ahead of schedule to more than 3 million beneficiaries. This proactive approach to delivering financial relief demonstrates the agency’s dedication to meeting the needs of its diverse beneficiary base.
A Vision for the Future
Commissioner Bisignano’s modernization efforts focus on enhancing operational agility, leveraging data-driven decision-making, and bolstering security measures. By tightening safeguards against fraud, waste, and abuse, the SSA is reinforcing its commitment to protecting taxpayer dollars and ensuring the integrity of the program. Cybersecurity has also been strengthened in response to past breaches, safeguarding sensitive information and maintaining public trust.
“Our strategy is clear: meet people’s needs quickly and completely, no matter how they reach us,” said Commissioner Bisignano. “We are empowering our workforce, integrating cutting-edge technology, and ensuring Social Security remains strong for generations to come.”
As the SSA celebrates its 90th anniversary, the agency is focused on building a future where innovation, efficiency, and trust continue to serve as the foundation of America’s most enduring social program. With these transformative changes, the SSA is poised to remain a vital force for the American people for many years to come.
