The Social Security Administration (SSA), now under the leadership of Frank Bisignano, is making bold claims about “historic” improvements in customer service. From updates to the national 1-800 hotline and the implementation of the Social Security Fairness Act to the revamped website, the SSA is presenting an optimistic outlook.
Bisignano emphasized in his messages that the SSA is committed to providing technology and better work management to help its employees work smarter and more efficiently.
SSA Faces Challenges with Staff Reductions and Increased Workload
However, these positive updates are at odds with the reality on the ground. At a time when the SSA is reporting an increase in workload, it plans to eliminate approximately 7,000 employees this year. Many employees working in local offices are expressing concerns over the disconnect between the official message and their daily experience.
Despite the SSA’s claims of reducing wait times by 35% on the 1-800 line, this improvement has come at a cost. The agency has had to temporarily pull staff from local offices to handle the overwhelming call volume, creating a strain on already limited resources.
The Unexpected Reassignments: Employees Left in Limbo
In a surprising move last week, about 500 customer service representatives from local offices were reassigned to work on the national 1-800 hotline. Within days, this number had increased to 1,000.
Many of these employees had no prior warning or clear details about how long this reassignment would last. Some union leaders are calling this decision unsustainable, arguing that the SSA’s reliance on temporary solutions rather than hiring more staff will not resolve the underlying issues.
Jessica LaPointe, president of Council 220 of the American Federation of Government Employees (AFGE), voiced concerns that the SSA’s approach might not solve its customer service problems.
The SSA, however, has defended these actions as a sign of progress. According to the agency, these reassignments are made possible by the improvements to its telephone system, which is intended to streamline and speed up call handling.
The SSA also claimed that the temporary reassignment of up to 4% of field office staff would improve service. However, some employees were informed that as many as 2,000 workers might be permanently reassigned, raising questions about the temporary nature of these changes.
The Future of Social Security: Potential Risks Ahead
A recent report from the 2025 Old-Age, Survivors, and Disability Insurance (OASDI) Trustees highlighted some concerning financial projections for the Social Security program.
According to the report, the Old-Age and Survivors Insurance (OASI) Trust Fund, which pays Social Security benefits, will only be able to pay out full scheduled benefits until 2033.
After that, beneficiaries can expect to receive only 77% of their benefits, meaning someone receiving $1,000 per month could see their payout reduced to about $770 after 2033, unless legislative changes are made.
On a brighter note, the Disability Insurance (SSDI) program is projected to remain fully funded until at least 2099, highlighting a key distinction between the solvency of different components of Social Security.
However, the report also noted that the Medicare Hospital Insurance Trust Fund (HI) will be depleted by 2033, potentially reducing hospital benefit coverage to 89% of scheduled costs.
Social Security’s Role in Retirement for Federal Employees
Social Security plays a significant role for federal retirees, especially those under the Federal Employees Retirement System (FERS). For these retirees, Social Security serves as a critical supplement to their FERS Basic Retirement Benefit and savings from the Thrift Savings Plan (TSP).
In fact, according to 2022 Census Bureau data, Social Security accounted for at least half of the total personal income for 38.3 million Americans, and for 16.4 million, it was their only source of income.
For federal employees under FERS, Social Security could represent approximately one-third of their total income in retirement, making its long-term stability especially important.
The Current State of Social Security Benefits
In 2025, the average monthly retirement benefit is $1,976, or about $23,712 annually. This amount is about 150% of the federal poverty level in the 48 contiguous states. A significant portion of Social Security benefits goes to retired workers and their immediate dependents.
According to a Pew Research Center analysis, around 75% of Social Security benefits are directed toward retired workers and their spouses, with the remaining 25% allocated to surviving family members and people with disabilities.
The 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: 193,000 (0.3%)
Disability Benefits:
Disabled workers: 7.2 million (10.3%)
Spouses of disabled workers: 86,000 (0.1%)
Children of disabled workers: 1 million (1.4%)
Overall, 69.4 million Americans rely on Social Security benefits.
While the SSA under Frank Bisignano has taken steps to improve its customer service, the agency faces significant challenges. Staff reductions, temporary reassignments, and increased workloads paint a different picture than the optimistic vision shared by the SSA’s leadership.
Meanwhile, projections regarding the solvency of the Social Security program highlight a looming issue with the funding of benefits after 2033. As the system continues to evolve, it’s clear that further changes and solutions will be necessary to ensure that Social Security can continue to serve its millions of beneficiaries in the future.
