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Call Wait Time Improvement: SSA’s average call wait time improved from 30 minutes in January to 12 minutes in May, with plans to reduce it further to "single digits" using AI tools.
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Performance Metrics: SSA’s average speed to answer calls is currently about 20 minutes, but less than half of calls are answered; 70% are now handled through callbacks.
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Backlog Management: Commissioner Frank Bisignano aims to address a backlog of over 6 million pending actions and plans to visit processing centers to investigate the issue.
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Legislative Impact: The Social Security Fairness Act, signed by former President Biden, mandates larger benefits for public sector employees and has added to SSA’s workload, prioritizing complex case processing.
- IT Modernization Commitment: Bisignano is committed to increasing IT modernization spending to enhance productivity, employee morale, and overall client experience at SSA.