Social Security Administration

The Social Security Administration’s Office of Inspector General has completed an audit of the agency’s national 800-number, confirming that SSA’s publicly reported phone service metrics for fiscal year 2025 were accurate and that performance significantly improved after operational changes. Triggered by Sen. Elizabeth Warren’s concerns about long waits and data reliability, the review found SSA served about 68 million callers in FY 2025—65% more than the prior year—and cut average waits from around 30 minutes in January to about seven minutes in September, crediting a new cloud-based telecom platform, expanded automation and staffing shifts, and issuing no recommendations. Commissioner Frank Bisignano, appointed under President Trump, said the findings show Warren’s criticism was unfounded and validate the agency’s internal data-verification processes.