If you’ve ever spent your lunch break on hold with Social Security, this one’s for you.
The Social Security Administration has released its results for fiscal year 2026, which ended September 30. The agency says it delivered its best service performance on record, with big drops in phone waits, office waits and disability processing times. Commissioner Frank Bisignano credits what he calls a “digital-first strategy.”
Here’s what the numbers say, what they mean if you need to contact SSA, and the other side of the story.
The numbers SSA is pointing to
All comparisons are with fiscal year 2024, as reported by SSA.
On the phone
- The average wait on the national 800 number fell to 5.6 minutes, down from 28 minutes.
- The “busy” rate, where callers can’t get through at all, has been at zero for six months.
- About 40% of calls are now handled by automated routing and voice recognition.
At local offices
- Average waits are down by more than 30%.
- Field offices served nearly 30 million visitors over the year.
Disability claims
- First decisions on disability claims now take, on average, 40 days less than in 2024.
- The backlog of initial claims fell 23%, from nearly 1.2 million to about 911,000.
- The average wait for a disability hearing is 72 days shorter.
Online
- People completed 571 million transactions online, up 30%.
- More than 105 million people now have a my Social Security account.
- SSA says it has ended the weekly website downtime, which used to add up to 29 hours a week.
The other side
Not everyone sees the picture the same way. The union representing SSA staff, AFGE, says the agency is at a 59-year staffing low. It has asked Congress for $3 billion more in funding and around 20,000 extra workers. The union says it wants a “human-first strategy” and warns that cuts put pressure on experienced staff. SSA says its hiring is in line with plans to improve service through technology.
What this means if you need SSA
Averages don’t always match what one person goes through. Some callers still report long waits or dropped calls, and disability claims are still slow for many. But if you’ve been putting off contacting SSA because of past experiences, it may be worth trying again.
Here’s how to get things done fastest:
- Try online first. You can do a lot without talking to anyone in your my Social Security account at ssa.gov/myaccount: get a benefit verification letter, change your address or direct deposit, request a replacement card in many states, and check your earnings record.
- If you call, timing helps. The national number is 1-800-772-1213. SSA has long said lines are usually quieter later in the week and later in the month. Mondays and the first week of the month tend to be busiest.
- Take the callback if offered. Instead of waiting on hold, you can often keep your place in line and get a call back.
- Book before visiting an office. Walk-ins are still possible, but an appointment usually means a shorter wait. Bring original documents.
- For disability claims, keep records handy. Faster processing helps, but missing medical records are still one of the main causes of delays. Respond quickly to any letters from SSA or your state’s disability office.
Sources: SSA FY 2026 results, via WBIW (October 23, 2026) and FedManager.
Jackson is a dedicated USA news writer, who covers important topics such as Social Security payment schedules, COLA increases, IRS tax refunds, stimulus payment announcements, Medicare eligibility, retirement benefits, and changes to state driving laws. His goal is to provide clear, informative, and easy-to-follow articles that help retirees, seniors, taxpayers, and American families stay informed.