Social Security Delivers Faster Service to More People: Online, by Phone, and In Person | SSA

Social Security is committed to meeting people where they want to be served, whether online, by phone, or in person.

Our latest performance metrics show we’re handling more customer requests than ever, with shorter wait times and more convenient service options. By improving customer service across all our service channels, we estimate that, due to the reduction in wait times, we have saved Americans 43 million hours over the last year.

Online Services: 24/7 Access

More people are choosing to manage their Social Security business online. With a personal my Social Security account, you can:

• Check your benefits or update your records anytime
• Apply for benefits online
• Request a replacement Social Security card

Online transactions are growing, helping customers save time and avoid office visits. Even better, more services will soon be available 24/7, making it easier than ever to access the help you need whenever you need it.

Phone Services: Quicker, Easier Help

Our automated phone system lets you:

• Verify your benefits
• Check claim status
• Change your address
• Request tax or Medicare forms

Nearly 90% of callers now use our automated phone services. For those who need an agent, average wait times have dropped from 24 minutes in July 2024 to just 8 minutes in July 2025, and our answer rate has increased to 78%.

In-Person Services: Shorter Waits

Most services can be completed online or by phone, but if you need to visit a local Social Security office, making an appointment means an average wait of just 6 minutes. We’re also processing retirement and survivors claims faster than before.

Disability and Hearings: Faster Decisions, More Options

We’re reducing wait times for disability claims and hearings. More people are choosing virtual hearings for added convenience.

See the Data

For more details, visit our updated Social Security performance webpage.

Tip: The easiest way to do business with Social Security is online through your personal my Social Security account. Sign up today!

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