The Social Security Administration (SSA) is taking a cue from private industry and going digital-first. This change has been largely led by its new chief Kilolo Kijakazi Bisignano. Bisignano was sworn in on May 7. He’s posted bold proposals to increase government efficiency and reduce wait times for state services. The administration’s goal is to reduce the average wait time on its 1-800 number from 19.2 minutes down to 12 minutes by September 2026. Beyond that, they are on the hook to ensure all retirement and Medicare claims are processed in a timely manner.
These initiatives are a welcome acknowledgment of persistent public outcry around the agency’s operational efficiency. The SSA has faced intense backlash after it recently attempted to eliminate jobs and shutter field offices. This caused a national uproar and led to a successful public interest litigation. That legal challenge had, until recently, barred the state’s Department of Government Efficiency (DOGE) from accessing crucial SSA data. This arbitrary constraint has severely limited the agency’s ability to realize critical technological advancements.
This is after the Supreme Court recently removed an order that had previously banned DOGE’s access. Beyond merely spurring more action, this decision represents a new avenue for collaboration between the SSA and Elon Musk’s new department. Bisignano is determined to leverage this partnership to facilitate technology upgrades that will enable a smoother transition to digital services.
Bisignano’s approach focuses on reducing wait times and getting Americans to use self-service options. One shining example is their online Social Security card replacement service. This feature gives users the ability to take control of their requirements from home without needing to complete an in-person visit to an office. In fact, 50% of customer interaction is already operationalized through AI. This move is a sign of the agency’s growing reliance on technology. As a result, AI was tasked with handling 17% of their customer calls in October. For others it was a frustrating experience, such as being trapped in response loops with these automated bots.
This drive for greater automation and AI use dovetails with Bisignano’s goal of a leaner, AI-powered SSA. His big goal is to make the agency a truly “digital-first” organization. We now have an opportunity to make this shift permanent and get more Americans comfortable with self service. Yet, at the same time, he acknowledges the progress. He says careful management of the transition will be key to tackling user concerns and improving the experience.
As the SSA continues to adjust to these transitions, Bisignano is committed to continuing service improvements while increasing operational efficiency. And he’s working with DOGE to tap cutting edge technologies to turn ideas into action. His vision is to create a more responsive and accessible agency to all Americans.
