More Time for What Matters: How We’re Delivering Better Service
Less Waiting. More Living.
Life is busy enough.
Whether it's cheering from the stands at your grandchild's basketball game, catching up with friends over coffee, finally taking that weekend trip, or simply enjoying a quiet afternoon, your time matters.
When you need Social Security, you shouldn't have to spend more time than necessary waiting for help, tracking down information, or wondering when you'll get an answer.
That's why we're focused on one thing: delivering better service.
And this year, that focus translated into real results for the millions of people who count on us every day.
Service When It Works for You
Life doesn't always happen between 9 and 5.
Sometimes you're paying bills after dinner. Sometimes you're planning for retirement on a Sunday morning. Sometimes you remember something you need to do at 10 p.m.
That's why online access matters.
This year, our website was available 24/7 with no scheduled downtime and people completed 571 million transactions at ssa.gov.
Whether you're checking your information, managing benefits, or applying for services, you can do it when it's convenient for you, not when it's convenient for us.
Less Time Listening to Hold Music
Let's start with something nobody enjoys: waiting on hold.
Just two years ago, callers to our National 800 Number waited an average of 27.6 minutes. Today, that average wait time is 5.6 minutes.
Think about that for a moment. That's enough time to finish a walk around the neighborhood, have breakfast with your spouse, help a grandchild with homework, or cross a few more items off your to-do list.
It's not just a better number. It's time back in your day.
Need us? Call 1-800-772-1213.
Faster Decisions on Important Matters
Some waits matter more than others.
For people seeking disability benefits, waiting for a decision can be one of the most stressful periods in their lives.
This year, initial disability decisions were made an average of 40 days faster than in 2024. Hearing decisions were issued an average of 72 days sooner.
For someone waiting on an answer, that's not just a number on a chart. It's weeks of uncertainty removed from the process.
And that's meaningful.
Learn more about disability benefits.
Faster Help When You Visit Us
When you walk into a Social Security office, you're often looking for answers about an important life event: retirement, disability benefits, marriage, or support for a loved one.
This year, average office wait times fell 31 percent to 20.6 minutes. Customers with appointments waited an average of just 5.8 minutes before being served.
That's less time in a waiting room and more time getting the help you came for.
The Bigger Picture
Last year, Social Security delivered $1.7 trillion in benefits to more than 75 million people.
We also continued the shift toward faster, more secure service, with more than 99.5 percent of monthly payments delivered electronically.
But the real story isn't found in the numbers alone.
It's found in the retiree who spent less time on hold and more time with family.
It's found in the worker who got an answer sooner.
It's found in the person who handled what they needed online and got on with their day.
Every improvement has the same goal: making it easier for Americans to get the service they need and get back to living their lives.
Visit our 2026 Year in Review page to learn more about the progress we've made and the results we're delivering for the American people.
Because the best measure of our success isn't how quickly we move people through a process.
It's how well we serve them and how much time we give back.
Note: Unless otherwise noted, all years referenced in this article are federal fiscal years.
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