Among the various goals that the Social Security Administration (SSA) publicly announced for the 2025 year, an evident theme was their prioritization of customer service and transparency. Between the development of several technological enhancements and remaining transparent by updating their performance figures, ultimately the agency had communicated several initiatives dedicated to improving customer experience.

SSA published an announcement on increasing transparency and accountability in March, as well as what the agency saw as improvements under the first 100 days of the Trump Administration in April, which highlighted items from their agenda relevant to transparency and customer service. More perspectives on this announcement in relation to the disability benefits process can be found here.

Specifically, the improvements announced included technological advancements of the National 800 number and a recording device that would enforce efficiency for disability hearings. Additionally, a main agenda item that has been continuously stressed since the start of the new year, and presented in the announcement, is the reporting of the agency’s performance figures. In their 100-day announcement, the agency indicated how they would be routinely updating the data, allowing the public to regularly review their performance. Data points including disability processing times, the National 800 number call back times, and more were included in the report. However, disability representatives and the public have recently noticed SSA has discontinued the publication of many imperative data points.

Initially, the performance figures report displayed various tabs with information revealing disability determination processing times, and decision times at both the reconsideration and hearing levels. Many of the data points also included live statistics, especially related to the National 800 number, allowing those calling SSA to better understand the overall wait and call back times. SSA announced that updating these figures would enforce transparency, providing the opportunity to see how the processing times would progress and improve throughout the year. Currently, their performance figures website page only contains one tab with condensed information regarding the National 800 number and chart that references just the disability determination process, leaving off numerous other metrics they were originally committed to updating.

In addition to altering which data points are displayed and updated, there has been a clear emphasis on the utilization of online services. The agency’s performance figures website page now includes online metrics, highlighting a zero-minute wait time to access online services, among other data. Not only has SSA modified the performance report to emphasize online services, however they released two blogs throughout the month of June citing how to apply for disability benefits online and how using their online services creates an easier application process for the claimant. Using terms such as easy and convenient to describe online usage, it is clear the agency has shifted priorities, now encouraging customers to use online services and proclaiming this method of contact to be the most efficient.

Evidently changing direction with their transparency efforts, their actions are leaving Americans questioning the reasoning behind the sudden shift and wondering how SSA would address or communicate the purpose of their decisions. Not exactly disclosing their reasoning behind these changes, SSA released a statement on July 7^th describing their customer service transformation as an achievement, specifically stating that the agency has “significantly reduced wait times and cut disability backlogs.” Relevant to the National 800 number, SSA announced that their technological advancements have lowered times, and that 90% of calls are being conducted through callbacks or automated self-service, and as for disability hearings, the agency has accomplished a historic low. Although disability representatives and customers trying to reach SSA would likely be reluctant to consider these data points as achievements, it causes more questioning as to why the agency would withhold their performance figures if in their eyes, they have achieved such positive milestones with customer service and are remaining transparent.

Retracting much of the information, the new performance page ultimately provides a limited view, conflicting with the agency’s priorities aligned with transparency and enhancing customer service. Stressing the importance of both these factors earlier this year, and specifically their commitment to frequently publicizing performance figures, the changes without reason are not only concerning customers and disability representatives, however, the stoppage of updating their website has become instantly noticeable. The apparent focus on promoting the use of online services may result in the millions of people dependent on their services being left to wonder how customer service will further change, especially for those who may have difficulties navigating the online portal, or who have limited access to technology. Additionally, obtaining human assistance when contacting the National 800 number is already a struggle, even considering their most recent press release, and the doubt associated with improving these long wait times will likely persist.

Looking ahead, considering their previous set goals and most recent statement, the Olinsky Law Group team will observe how this continues to unfold, and if SSA either communicates the reasoning behind their changes with transparency or eventually decides to revert to how they were previously updating their performance data.

To visit the updated SSA performance figures website page, click here.