SSA Chief Defends Agency Performance Before House Panel

WATCH: SSA Chief Testifies Before House Subcommittee on Agency Performance Amid Scrutiny

WASHINGTON (AP) — The head of the Social Security Administration (SSA) appeared before a House Ways and Means subcommittee this week, defending the agency’s recent performance amid growing criticism over staffing shortages, long wait times, and concerns about service delays affecting millions of Americans.

SSA Commissioner Frank Bisignano told lawmakers that the agency is beginning to show measurable improvements in customer service metrics, including reduced call wait times and faster processing for benefit-related requests. He argued that recent operational changes are helping stabilize an agency that has faced sustained pressure in recent years.

The hearing, held Wednesday at 10 a.m. EDT, focused heavily on the SSA’s ability to deliver timely benefits, safeguard sensitive personal data, and manage its workload efficiently. Members of Congress from both parties pressed the commissioner on whether service improvements are widespread or limited to select regions.

Lawmakers also raised concerns about staffing cuts and policy changes that critics say may have contributed to backlogs and longer processing times. In response, Bisignano pushed back on those claims, stating that some of the most controversial service policies were inherited from prior leadership, including appointment requirements for in-person visits at field offices.

He told the committee that eliminating unnecessary barriers to access has been a priority under his leadership, and he emphasized efforts to modernize SSA systems and improve public access to services.

In prepared remarks, the commissioner highlighted early indicators of progress, pointing to shorter wait times and improved response rates in customer support channels. However, he acknowledged that challenges remain, particularly in ensuring consistent service quality across all offices nationwide.

The hearing also addressed concerns raised by whistleblowers and reports alleging mishandling of sensitive Social Security data within federal modernization efforts. A whistleblower recently responded after the Department of Justice confirmed issues related to how Social Security data was managed under certain government efficiency initiatives.

Committee members signaled that oversight will continue as Congress evaluates whether the SSA is adequately equipped to handle rising demand, protect beneficiary information, and ensure uninterrupted payment of benefits to millions of Americans.

Despite the commissioner’s optimistic outlook, lawmakers indicated that they will closely monitor whether reported improvements translate into sustained, system-wide changes.

The Social Security Administration remains under intense scrutiny as it balances modernization efforts with the responsibility of serving one of the largest beneficiary populations in the United States.