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Social Security performance

Strengthening Social Security for millions of Americans

More than 70 million people depend on Social Security benefits, and millions more reach out each year for other services like requesting a new Social Security card. At the same time, we’re experiencing an increasing number of customers, less operating funds per customer, and fewer employees. We’re working to provide our customers with the service they expect.

Key Challenges

  • 800 number performance

    Answer calls within an average of 12 minutes by the end of fiscal year 2025 while increasing the percentage of calls answered.
    See 800 number performance data

  • Processing time for benefits

    Process 83% of Retirement, Survivor, or Medicare claims in time for payment at the earliest point due (or within 2 weeks of filing for benefits if filed too late for payment at the earliest point due).
    See processing time for benefits data

  • Disability processing time

    Process initial disability claims within approximately 7 months (215 days) by the end of fiscal year 2025.
    See Disability processing time data

  • Disability appeals time

    Conduct disability determination appeals hearings and issue decisions within an end of year monthly (September) average processing time of 270 days in fiscal year 2025.
    See Disability appeals time data

Impact

As a result of these challenges, our current customer service performance doesn’t match our customer service goals.

Examples of current monthly average wait times include:

  • 23 minutes for our national 800 number, which is a decrease of about 15 minutes from the same time last fiscal year.
  • 231 days for an initial disability decision, which is an increase of about 3 days from the same time last fiscal year.
  • 236 days for a disability reconsideration decision, which is an increase of about 11 days from the same time last fiscal year.
  • 293 days for a hearing decision, which is a decrease of 71 days from the same time last fiscal year.