Social Security Administration (SSA) Commissioner Frank J. Bisignano, accompanied by Deputy Commissioner Arjun Mody and U.S. Senator Bernie Moreno, visited Middleburg Heights, Ohio, on May 22, 2026, to showcase the agency's successful customer service transformation. The visit highlighted a digital-first approach that has streamlined operations and significantly improved service for seniors, survivors, people with disabilities, and the most vulnerable nationwide.
Commissioner Bisignano emphasized the agency's commitment to serving people through various channels. "Under President Trump’s leadership, we have made it a priority for the agency to meet people where they want to be served, whether that’s at a field office, on the phone, or online," said Commissioner Frank J. Bisignano. He also thanked Senator Moreno for his strong support of Social Security's mission and commitment to Ohio seniors.
The SSA reported substantial improvements, including a nearly 30 percent reduction in average field office wait times, from approximately 30 minutes in fiscal year (FY) 2024 to just over 20 minutes this year. Ohio's average wait time is now under 20 minutes. Phone services also saw enhancements, with updated technology handling about 37 percent of incoming calls through convenient self-service options. The National 800 Number's Average Speed of Answer dropped 84 percent to under 7 minutes in April 2026, from 42 minutes in FY 2024.
Online services have been expanded, with "my Social Security" now functional 24/7, eliminating 29 hours of weekly downtime. This has contributed to 287 million completed transactions in FY 2026, a 47 percent increase from FY 2024, and over 100 million total "my Social Security" accounts. Additionally, the initial disability claims backlog has been reduced by 33 percent, from 1.27 million in 2024 to 853,000 cases by April 2026.