AMAC Magazine Exclusive – By SSA Commissioner Frank J. Bisignano
As Commissioner of the Social Security Administration (SSA), I have the honor of leading one of the most consequential institutions in American life. For 90 years, Social Security has stood as a pillar of economic security, dignity, and hope for millions of Americans. Today, under the leadership of President Donald J. Trump, we are not only protecting and preserving Social Security but also transforming the agency to meet the needs of the 21st century.
Our mission is clear: deliver world-class service to every American, whether they walk into a field office, call our 800 number, or log in from home. That’s why we are embracing a bold vision of a digital-first agency—one that is faster, smarter, and more accessible than ever before.
A Digital-First Future
When I arrived at the SSA, I found an agency with dedicated public servants but outdated systems. We’ve changed that. Today, Americans can access their Social Security information 24/7 through safe, secure “my Social Security” online accounts. These individualized accounts empower users to track earnings, estimate future benefits, request replacement cards, and manage their benefits, all without stepping foot in an office.
We’ve already seen a nearly 20 percent increase in online transactions this past year, and we’ve set an ambitious goal of 200 million my Social Security account holders by the end of 2026. I encourage every American 18 and over to create an account at ssa.gov/myaccount. It’s the best way to stay informed and in control of your benefits.
Customer Service that Delivers
While digital access is critical, we know that great service must be available across all channels. That’s why we’ve made historic improvements to our National 800 Number. As a result, we have also been able to maintain an average speed of answer on the National 800 Number in the single digits over the last five months. Nearly 90 percent of calls are now resolved through self-service or convenient callbacks.
In our over 1,200 field offices, we’ve reduced in-person wait times by 27 percent, and those with appointments wait just five minutes on average. We’ve achieved this by modernizing our phone systems, streamlining processes, and empowering our employees with better tools and training.
We’ve further reduced the disability claims backlog by over 25 percent, cut processing times by 13 percent, and maintained historic lows in hearing wait times. We’ve also launched a renewed focus on the Supplemental Security Income (SSI) program, aimed at reducing complexity and improving payment accuracy for our most vulnerable citizens.
Additionally, we’ve successfully implemented the Social Security Fairness Act, delivering over $17 billion in payments to more than 3.1 million beneficiaries five months ahead of schedule. These beneficiaries include firefighters, teachers, and police officers whose benefits were previously reduced by outdated provisions. We’re fixing that, and we’re doing it fast.
Protecting and Preserving Social Security
Our commitment to service is matched only by our resolve to protect and preserve Social Security for future generations. President Trump has made it clear: Social Security is a sacred promise.
That’s why I was proud to support the president as he signed the historic One Big Beautiful Bill into law. This legislation delivers meaningful tax relief with a tax deduction that effectively eliminates federal income taxes on Social Security benefits for the vast majority of seniors. It’s a long-overdue step to ensure that seniors keep more of what they’ve earned.
A Legacy of Adaptation, a Future of Innovation
Social Security has always evolved to meet the needs of the American people, from retirement to disability, from survivors to dependents. Today, we are honoring that legacy by building an agency that is agile, efficient, and ready for tomorrow.
None of this would be possible without the extraordinary men and women of the SSA. I’ve visited field offices, hearing centers, and processing hubs across the country to listen to our frontline employees and act on their insights. Together, we are building a culture of excellence and accountability.
Looking Ahead
The road ahead is clear. With continued support from Congress and the American people, we will build on this momentum. We will modernize our systems, expand digital access, and deliver the kind of service every American deserves.
Social Security is more than a program; it’s a promise. Under this administration, that promise is stronger than ever.
All of this progress is nice, but Congress also needs work together to fix the solvency problem too – and quickly – vs. the political partisan bickering.