At Social Security, our mission is to meet people where they are—online, by phone, or in person. We’re focused on making every interaction faster, easier, and more convenient. By enhancing all our service channels, we’re improving how people connect with us and ensuring they receive the support they need, when they need it.
Delivering Results That Save Americans Time
Our latest performance metrics show remarkable progress. We’re handling more customer requests than ever before, with significantly shorter wait times and expanded service options. Thanks to these improvements, we estimate that Americans saved a combined 43 million hours over the past year—time that can now be spent on what matters most.
The Future Is Digital: 24/7 Online Services
More Americans than ever are choosing to do business with Social Security online. With a personal my Social Security account, you can:
- Check your benefits and update your records
- Apply for benefits securely online
- Request a replacement Social Security card
Online services are growing rapidly, helping people save time and avoid unnecessary office visits. Even better, more features are being made available 24 hours a day, seven days a week, so you can access your information whenever it’s convenient for you.
Why Online Access Matters
By expanding digital services, Social Security empowers individuals to take control of their benefits with ease. The online portal offers secure, instant access to your most important information—without the need to wait in line or call for assistance. This modern approach reflects our ongoing commitment to innovation and customer satisfaction.
Help by Phone: Quicker and More Efficient
For those who prefer speaking with us directly, our automated phone system continues to deliver quick and reliable service. Callers can:
- Verify benefits and payment details
- Check the status of a claim
- Change an address
- Request tax or Medicare forms
Nearly 90% of callers now use these automated options, allowing them to resolve issues quickly without waiting for an agent.
Better Service When You Need an Agent
When callers need to speak to a representative, wait times have dropped dramatically. In July 2024, the average hold time was 24 minutes. By July 2025, it fell to just 8 minutes, with an answer rate of 78%. These improvements mean faster, more efficient service for everyone, whether using automation or live assistance.
In-Person Visits: Shorter Waits, Better Experiences
While most Social Security services can be completed online or by phone, we understand that some matters are best handled in person. Visiting a local office is now easier than ever—especially if you schedule an appointment in advance.
Appointment holders wait an average of only 6 minutes, compared to much longer walk-in wait times in years past.
Faster Claims and Processing
We’re also processing retirement and survivors claims more quickly, helping people access their benefits without unnecessary delays. Our commitment to improving in-person service is part of a broader effort to make every aspect of the Social Security experience more efficient and customer-focused.
Disability Services: Streamlined for Speed and Convenience
People applying for or appealing disability benefits are experiencing shorter waits, too. We’ve expanded staffing, streamlined case processing, and upgraded technology to improve response times. These steps help ensure that those who need support receive decisions faster and with greater clarity.
Hearings Made Easier with Virtual Options
More people are now choosing virtual hearings, which provide flexibility and convenience. Instead of traveling to an office, participants can attend hearings remotely from their home or another secure location. This not only shortens wait times but also helps reduce travel-related costs and stress for applicants.
Serving People the Way They Prefer
Whether you prefer managing your account online, calling for help, or visiting in person, Social Security is adapting to your needs. We’re committed to delivering responsive, reliable service across every channel, ensuring that you have multiple ways to access the assistance you deserve.
Innovation That Improves Lives
Social Security’s modernization efforts are about more than technology—they’re about people. By improving speed, accessibility, and convenience, we’re making it easier for millions of Americans to get the benefits they rely on. These changes help strengthen trust in the programs that serve our nation’s retirees, workers, and families.
Looking Ahead
Our work doesn’t stop here. We’ll continue investing in digital tools, phone enhancements, and in-person services to make your experience even better. By prioritizing customer service and efficiency, Social Security is building a modern system that meets today’s expectations and tomorrow’s needs.
How You Can Stay Connected
For the latest updates on service improvements, visit www.ssa.gov. You can also create your my Social Security account to access secure, 24/7 online services or call 1-800-772-1213 for phone assistance. However you choose to connect, we’re here to help—on your schedule, in your way.
FAQs
How is Social Security improving customer service?
Social Security is enhancing customer service across all channels—online, by phone, and in person. By expanding 24/7 online access, improving phone automation, and reducing in-office wait times, the agency has saved Americans an estimated 43 million hours over the past year.
What can I do with my Social Security account online?
With a personal my Social Security account, you can check your benefits, update your records, apply for benefits, and request a replacement Social Security card. Many services are available 24/7, giving you access whenever it’s most convenient for you.
How long are phone wait times at Social Security?
Social Security has reduced average wait times for phone calls from 24 minutes in July 2024 to just 8 minutes in July 2025. Nearly 90% of callers now use automated services, which makes getting answers faster and easier than ever before.
Do I still need to visit a Social Security office in person?
Most Social Security services can be completed online or by phone, but in-person visits are available for those who need them. Scheduling an appointment can reduce your wait time to about 6 minutes on average, ensuring a faster, more efficient experience.
Are disability and hearing decisions being processed faster?
Yes. Social Security is streamlining disability claims and hearing processes, leading to shorter wait times and quicker decisions. Many people are also choosing virtual hearings for added convenience and flexibility.
