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One Year of Leadership: Commissioner Bisignano

Date:

Dear Colleague,

Today marks one year since Frank J. Bisignano was sworn-in as the Social Security Administration’s 18th Senate-confirmed Commissioner. Over the past year, his digital-first approach has helped us deliver record-breaking customer service improvements, streamline agency operations, and tackle waste, fraud, and abuse. These achievements reinforce our mission to support the more than 330 million Americans we serve by ensuring they receive timely, secure, and reliable access to Social Security services.

Under Commissioner Bisignano’s leadership, we have made significant progress, including:

  • Reducing the average speed of answer on the National 800 Number to 6.6 minutes, reaching the lowest levels in a decade
  • Increasing online transactions by 20%, with nearly 90 million more transactions completed in FY 2025 compared to FY 2024
  • Shortening field office wait times by 30% while bringing new technology to the phone systems in more than 1,200 locations, enabling nearly 30% of calls to be resolved through self-service or convenient callbacks
  • Reducing the initial disability claims backlog by 33%
  • Decreasing disability hearing wait times by 40%, reaching historic lows
  • Sending over 3.1 million payments, totaling $17 billion, to eligible beneficiaries five months ahead of schedule under the Social Security Fairness Act
  • Strengthening data integrity and implementing enhanced controls to eliminate waste, fraud, and abuse

We also reached an important milestone with more than 100 million my Social Security accounts created, reflecting increased public trust in the agency’s digital services.

Commissioner Bisignano has also renewed focus on the Supplemental Security Income (SSI) program by appointing new leadership and a dedicated team to make SSI processing more efficient. This team is working to improve processes, technology, and policies that will help recipients comply with program requirements and reduce improper payments.

In addition, he established the Chief of Security and Resiliency and Chief Risk Officer roles to address pending audits and further strengthen accountability, oversight, and operational excellence.

Looking ahead, Commissioner Bisignano remains committed to delivering better service, expanding digital access, and upholding the promise to protect and preserve Social Security for future generations.

Please share this information with your members, colleagues, affiliates, and other interested parties.

Sincerely,

Nick Perrine
Chief Communications Officer