WASHINGTON — The Social Security Administration has implemented a nationwide system update aimed at improving customer service for callers, following suggestions from front-line employees.
Commissioner Martin O’Malley Bisignano has been traveling to SSA field offices across the country since his confirmation, meeting with staff to identify ways to streamline services. This week, during visits to offices in Staten Island, New York, and New Brunswick, New Jersey, employees shared both successes and challenges in assisting the public.
One issue raised in New Brunswick involved phone calls from outside the office’s typical service area. In rare cases, staff were unable to fully assist those callers because of system limitations.
In response, SSA updated its workload processing systems Wednesday night, allowing employees to provide complete service regardless of the caller’s location or the office they reach.
The change is part of the agency’s broader effort to modernize operations and adopt a “digital-first” approach, SSA officials said. The update is expected to ensure more consistent assistance for the public by phone, whether they contact a local office or a location across the country.
