Press Release (En español)
For Immediate Release
press.office@ssa.gov
Social Security Commissioner Visits West Virginia Field Office to See Customer Service Improvements in Action
Social Security Administration (SSA) Commissioner Frank J. Bisignano today visited the Social Security field office in Charleston, West Virginia with Senator Shelley Moore Capito to observe the significant progress the agency has achieved in improving the customer experience using new technology and process engineering to better serve the public.
“We serve more than 300 million Americans with Social Security numbers, and when any one of them visits or calls an SSA office, they deserve world-class customer service,” said Commissioner Bisignano. “The SSA customer service transformation is exactly what I saw today in West Virginia. Since my confirmation, I have visited field offices each week and the feedback I've received directly from employees has been instrumental to the progress Social Security has made to serve more people at faster speeds. Senator Capito and I talked with our dedicated SSA employees about how we can continue to make historic improvements here in West Virginia and across the country.”
“I was thrilled to welcome Commissioner Bisignano to West Virginia and show him firsthand the dedication of our Social Security staff. During our visit, we were able to see how recent improvements are helping to strengthen customer service and better meet the needs of West Virginians. I will continue working with Commissioner Bisignano and the Social Security Administration to ensure our field offices have the resources and support they need to provide timely, high-quality service to those who rely on them,” Senator Capito said.
In his first 100 days, Commissioner Bisignano has led SSA with a clear vision of achieving operational excellence and transforming the customer experience to ensure Americans receive the support they need and deserve. In addition to other accomplishments, these strategic changes:
- Drove Down Field Office Wait Times 30 Percent: SSA lowered the average wait time in field offices from about 30 minutes last year to just over 20 minutes so far this year, or a nearly 30 percent reduction. In West Virginia, the average wait time is less than 20 minutes, which is below the national average.
- Reduced Call Wait Times While Serving Twice as Many Customers: SSA drove down the average speed of answer on the National 800 Number from 24 minutes in July 2024 to an average of 8 minutes in July 2025. In West Virginia, the average wait time is just under 6 minutes for customers who call a field office.
- Provided 24/7 Access to Online Services: SSA eliminated 29 hours of scheduled downtime each week for its online portal, my Social Security.
- Reduced Initial Disability Claims Backlog to the Lowest Levels in Four Years: This is a 26 percent reduction from the all-time high reached in June 2024 under the Biden Administration. SSA has also maintained historic lows of disability hearings pending, with average wait times reduced by nearly 60 days since June 2024.
More information about how SSA is better serving Americans at their preferred service channel is available at www.ssa.gov/ssa-performance.
For more information about Social Security's services, visit www.ssa.gov.
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