INDIANA — The Social Security Administration (SSA) is reporting improvements in customer service, including shorter telephone wait times, faster disability decisions, and expanded access to online services.
In a blog post published Friday, November 6, the agency highlighted several changes made during the 2026 federal fiscal year aimed at helping Americans access Social Security services more quickly and conveniently.
One of the most significant improvements involves the agency’s National 800 Number. According to the SSA, average telephone wait times have dropped from 27.6 minutes two years ago to 5.6 minutes today. Individuals who need assistance can reach the agency by calling 1-800-772-1213.
The agency has also expanded its online services, allowing individuals to access its website around the clock. The SSA reports that its website operated 24 hours a day, seven days a week, without scheduled downtime during the year. Users completed approximately 571 million transactions online, including checking personal information, managing benefits, and applying for services.
Individuals seeking disability benefits also experienced shorter processing times. Initial disability decisions were made an average of 40 days faster than in 2024, while decisions following disability hearings were issued an average of 72 days sooner.
In-person services have also improved, according to the agency. Average wait times at Social Security offices decreased by 31% to 20.6 minutes. Customers with scheduled appointments waited an average of 5.8 minutes before receiving assistance.
Beyond customer service improvements, the SSA reported distributing $1.7 trillion in benefits to more than 75 million people during the previous year. More than 99.5% of monthly payments were delivered electronically.
The agency says these improvements are part of an ongoing effort to make Social Security services more accessible while reducing the time individuals spend waiting for assistance.
Residents can access online services, manage their benefits, and find additional information by visiting SSA.gov. Individuals can also create or access their personal mySocial Security accounts through the website.
The full announcement, titled More Time for What Matters: How We’re Delivering Better Service, is available on the Social Security Administration’s website.
