By Hillary Hatch, Social Security Public Affairs Specialist
For 91 years, the Social Security Administration (SSA) has been a cornerstone in every American’s retirement plan and provided support for survivors, families, people with disabilities, and our nation’s most vulnerable. SSA sends out approximately 75 million payments each month, totaling $1.6 trillion throughout the year.
In addition to paying benefits, the agency issues millions of Social Security numbers each year, maintains the wage records of workers, and more. The scope of what SSA does is enormous, and we are proud to serve the American people every day.
Over the past year, the agency has made historic progress in customer service, digital transformation, and fraud prevention, delivering on a promise to protect and strengthen Social Security for all Americans. Our service delivery improvements include:
- Reducing the National 800 Number average speed of answer from 34 minutes in 2024 to 8 minutes to date, a 75 percent reduction.
- Completing 385 million online transactions FY 2026 year to date (YTD), a 37 percent increase from 2024.
- Shortening field office wait times by 30 percent.
- Reducing the initial disability claims backlog by over 30 percent, from a high of nearly 1.3 million in 2024 to 853,000; and decreasing disability hearing wait times over 90 days to 266 days FY 2026 YTD, reaching historic lows.
- Saving $16 billion with a better control environment.
A core aspect of this transformation is the my Social Security online portal, which now boasts over 100 million accounts. This secure platform allows you with 24/7 access to your earnings records, benefit estimates, manage payments, update personal information, and more. All this can be accomplished without needing to call or visit an office. If you have not created your personal my Social Security account yet, get started today at www.ssa.gov/myaccount.
SSA also renewed its focus on the Supplemental Security Income (SSI) program, appointing a dedicated leader and launching an SSI Improvement Team to streamline processes, support recipients, and reduce improper payments. We invite you to learn how to apply for our SSI program at www.ssa.gov/ssi.
Social Security will continue to deliver better service, faster decisions on disability claims, and expanded digital access. Our commitment to protecting and preserving Social Security for generations to come is stronger than ever.
Please share this information with your friends and loved ones who may need it – and post it on social media.
Hillary Hatch is the Public Affairs Specialist for West Michigan. You can write her c/o Social Security Administration, 3045 Knapp NE, Grand Rapids MI 49525 or via email at hillary.hatch@ssa.gov