Social Security Administration Reduces Backlogs via Digital Innovation
Social Security Commissioner Frank J. Bisignano reported significant reductions in disability claim backlogs and office wait times following a transition to digital-first platforms.
Social Security Commissioner Frank J. Bisignano briefed the Social Security Advisory Board on January 7, 2026, detailing a series of operational and digital infrastructure improvements implemented throughout the previous year. The Social Security Administration transitioned to a digital-first platform, which now grants beneficiaries 24/7 access to personal accounts.
Fiscal year 2025 data shows a 65% increase in answered calls and a nearly 30% decrease in wait times at field offices. The agency also reduced the disability claims backlog by 33% from a peak of 1.26 million reported in June 2024.
Additionally, the administration completed over $17 billion in payments to 3.1 million beneficiaries eligible under the Social Security Fairness Act. These payments were processed five months ahead of the projected schedule.
