Key facts
- Social Security Administration Commissioner Frank Bisignano will testify before Congress regarding the agency's customer service performance.
- Bisignano claims phone wait times have been cut by 75% and the agency has served 50% more people.
- He plans to advocate for walk-in access to field offices, contrasting with his predecessor's appointment-only policy.
- Critics contend that service improvements are temporary and may pose long-term risks.
- The SSA's Inspector General's report indicates progress in telephone service and technology deployment for claims processing.
Social Security Administration Commissioner Frank Bisignano is preparing to defend his agency's performance before Congress, asserting that significant improvements have been made in customer service following widespread complaints about long waits and staffing issues.
Bisignano is scheduled to testify before the House Ways and Means Committee, where he plans to present data showing a 75% reduction in phone wait times and a 50% increase in the number of people served under his leadership. He intends to advocate for a consumer-centric approach, allowing walk-in appointments at field offices, a policy he contrasts with his predecessor Martin O’Malley's requirement for appointments.
However, critics argue that the reported gains are largely due to temporary staffing measures and a reduction in the overall workforce, potentially creating long-term service risks. O’Malley has disputed Bisignano's claims, stating that walk-in customers were never turned away during his tenure and accusing Bisignano of lying.
The SSA's Inspector General has acknowledged ongoing errors in benefit administration but also noted measurable progress in telephone service and the implementation of technology to expedite disability claims processing. Meanwhile, the union representing SSA employees reports severe understaffing in numerous field offices across the country.
Bisignano also holds the role of CEO of the IRS, a position created by the Trump administration. When questioned about a tax audit immunity deal for the Trump family, Bisignano deferred to Treasury Secretary Scott Bessent's previous comments, citing ongoing litigation.