The Social Security Administration (SSA), under the leadership of its new commissioner, Frank Bisignano, has proclaimed “historic” improvements in customer service.
In a press release and email to staff, the agency noted that the implementation of the Social Security Fairness Act, updates to its national 1-800 hotline, and improvements to its website are indicators of a positive direction. “We will provide you with the technology you need to succeed.
And we will innovate in work management so we can work smarter,” Bisignano stated in the internal message.
What’s happening with the Social Security program
These statements contrast with the operational reality described by employees in the local offices. In parallel with this optimistic message, the SSA plans to eliminate approximately 7,000 employees this year. This staff reduction occurs at a time when local offices are reporting a significant increase in workload and greater pressure on remaining employees.
For many of these workers, the official narrative does not align with their daily experience, creating the perception of false expectations. The SSA maintains that wait times on its main 1-800 line have decreased by 35% compared to the previous year. However, this reduction has entailed an internal operating cost.
To handle the call volume, the agency has resorted to removing staff from their regular duties in local offices and temporarily reassigning them to national telephone support.
The SSA is changing customer service for beneficiaries
Last week, around 500 customer service representatives from local offices were abruptly reassigned to the national 1-800 hotline. Within days, this number had risen to 1,000 displaced employees.
According to accounts from affected staff, there was no advance warning or clear information about the duration of this suspension from their regular duties. This action has been perceived as a desperate measure to address the lack of sufficient human resources.
Jessica LaPointe, president of Council 220 of the American Federation of Government Employees (AFGE), the organization that represents SSA field office workers, called the move unsustainable. “They’re robbing Peter to pay Paul,” LaPointe said. “
And this really invalidates [Bisignano’s] entire theory and vision that the SSA doesn’t need more staff and that AI, or other technology, will solve customer service problems at the agency and at the 1-800 number.” The union leader emphasized that the move highlights a critical need for more hiring, not just new technological tools.
The SSA’s official position differs markedly. An agency spokesperson argued that these staff reassignments are, in fact, an indicator of progress. The spokesperson attributed the possibility of such moves to the agency’s improved telephone system, which, according to the administration, allows for faster and more efficient call handling.
The SSA indicated that up to 4% of field office staff could be temporarily reassigned to the hotline to improve service. However, union sources mentioned that some representatives were informed that up to 2,000 employees could be transferred, possibly permanently, contradicting the notion of temporary nature.
The Social Security might be at risk: just a few years away from the problems
The 2025 Old-Age, Survivors, and Disability Insurance (OASDI) Trustees’ Report, released last month, showed few significant changes from the 2024 report.
The analysis confirms that for the Old-Age and Survivors Insurance (OASI) Trust Fund, which pays Social Security cash benefits, full scheduled benefits will only be available through 2033. After that, projections indicate that only 77% of scheduled benefits will be available.
This implies that a beneficiary currently receiving $1,000 per month would receive approximately $770 after 2033, absent legislative changes.
One positive aspect of the report is the status of Disability Insurance (SSDI), whose benefits are projected to remain fully funded until at least 2099. The long-term solvency of this specific component contrasts with the challenges of the OASI fund.
The Medicare situation also presents funding challenges. The Hospital Insurance Trust Fund (HI, or Medicare Part A) is projected to be depleted by 2033. From that point on, only 89% of scheduled hospital benefit costs could be paid.
It is crucial to differentiate that Medicare Parts B (ambulatory health insurance) and D (prescription drug coverage) are funded through a combination of premiums paid by enrollees and contributions from general Treasury revenues, allowing for their continued funding.
In fact, data indicate that approximately 73% of total Supplemental Medical Insurance (SMI, which funds Parts B and D) revenues come from general government revenues.
For federal retirees under the Federal Employees Retirement System (FERS), Social Security is a fundamental pillar of their retirement income, complementing the FERS Basic Retirement Benefit and accumulated savings in the Retirement Savings Plan (TSP).
Census Bureau data for 2022 reveal the program’s critical importance: Social Security accounted for at least half of total personal income for 38.3 million Americans, equivalent to 63.2% of adult beneficiaries. For 16.4 million people (27% of adult beneficiaries), it was their sole source of income. For career federal employees under FERS, specifically, it is estimated that Social Security could represent approximately one-third of their total income in retirement.
What’s the average retirement in 2025?
One of the founding purposes of Social Security, established during the Franklin D. Roosevelt administration, was to provide basic protection against poverty in old age for the average citizen. In January 2025, the average monthly retirement benefit was $1,976 (approximately $23,712 annually), roughly 150% of the federal poverty level applicable in the 48 contiguous states.
According to analysis by the Pew Research Center, approximately 75% of total Social Security benefits go to retired workers and their immediate dependents. The remaining 25% supports the families of deceased workers (surviving beneficiaries) and people with disabilities and their families. The detailed breakdown of beneficiaries is as follows:
- Retirement Benefits:
- Retired workers: 52.6 million (75.8%)
- Retired spouses: 2 million (2.8%)
- Children of retirees: 734,000 (1.1%)
- Survivor Benefits:
- Children of deceased workers: 2.1 million (3%)
- Widowed parents: 98,000 (0.1%)
- Widows without disabilities: 3.5 million (5%)
- Disabled widows/widows: 193,000 (0.3%)
- Disability Benefits:
- Disabled workers: 7.2 million (10.3%)
- Spouses of disabled people: 86,000 (0.1%)
- Children of disabled people: 1 million (1.4%)
- Total Beneficiaries: 69.4 million