The leader of the Social Security Administration is preparing to defend his agency’s recent performance improvements before Congress this week, following extensive criticism over service delays and workforce reductions.
Commissioner Frank Bisignano will appear at a House Ways and Means Committee hearing Wednesday, where lawmakers are expected to grill him about customer service quality, benefit payment capabilities, privacy protection, and other operational concerns at the SSA.
According to his prepared remarks obtained by The Associated Press, Bisignano plans to highlight reduced wait times and improved service statistics while criticizing his predecessor’s policy that mandated appointments for field office visits.
In correspondence to legislators before the hearing, Bisignano claims his leadership has resulted in a 75% reduction in telephone wait times, resolution of problematic website functions, and service to 50% more individuals.
“I’ve been very clear. We will meet clients where they want to be met. You want to call us on a phone, we’ll have technology on the phone, or you can talk to somebody on the phone. You want to come to a field office, you can come with an appointment, or without,” Bisignano told The Associated Press in an interview.
However, skeptics contend these improvements stem from temporary personnel reassignments, greater dependence on digital platforms, and staff reductions that may create future service vulnerabilities, essentially moving problems around instead of addressing fundamental staffing issues.
Bisignano rejects such criticism. “People boo at Yankee Stadium, even when they’re winning,” he said.
The commissioner assumed control of the agency following a period marked by disruptive service modifications, executive departures, and unfounded claims by President Donald Trump and Elon Musk — who led the Department of Government Efficiency cost-cutting initiative — alleging that millions of deceased individuals were collecting benefits.
The agency eliminated 7,000 positions at the beginning of the Trump administration. Approximately 2,000 workers were relocated last year to direct-service roles, including personnel whose regular duties don’t typically include handling phone calls.
While the SSA’s Inspector General — its internal oversight body — has documented continuing mistakes in benefit management and application processing, its most recent biannual congressional report also demonstrates measurable advancement in telephone service and technology implementation to expedite disability claim reviews.
The labor organization representing SSA staff and field office personnel reports that certain locations are critically understaffed. These include facilities in Ironwood, Michigan; Decorah, Iowa; Havre, Montana; Big Spring, Texas; Sheridan, Wyoming; Glasgow, Montana; Pierre, South Dakota; Cedar City, Utah; and Cody, Wyoming, according to the American Federation of Government Employees Council 220.
Nevertheless, Bisignano emphasized that no field locations have been shuttered and highlighted the agency’s dedication to accommodating clients’ preferred service methods.
“What I’m trying to achieve is to have a better way for the American public to interact with the Social Security Administration,” Bisignano said.
Bisignano additionally holds the position of chief executive at the IRS, a role established by the Trump administration. When questioned about a recent tax audit immunity agreement for Trump and his family that was included in the disputed settlement designed to resolve Trump’s $10 billion lawsuit against the IRS, Bisignano directed The Associated Press to Treasury Secretary Scott Bessent’s recent congressional testimony, where he declined to discuss pending litigation.
