Supreme Court backs DOGE as Hassan questions removed SSA wait time tracking
Sen. Maggie Hassan, the top Democrat on the Joint Economic Committee, is demanding answers from the Social Security Administration following a spike in phone call wait times after the removal of an online tracking tool from its website. In a letter to SSA Commissioner Frank Bisignano, Hassan expressed “serious concerns” about changes to performance metrics shared through the agency’s public dashboard. She questioned whether cuts to the federal workforce and other government assets, as reported by The Washington Post, contributed to the situation.
The new version of the dashboard lacks historical data and processing times for various benefits, including retirement, survivor, disability, and Medicare. Hassan emphasized the importance of these metrics in guiding seniors and beneficiaries through the benefits process. She urged Commissioner Bisignano to restore all previous metrics to the dashboard to provide transparency and accountability.
Despite claims that the information cited in the Washington Post report is false, a purported screenshot of the removed call-time chart showed a significant increase in hold times. An SSA spokesman, Stephen McGraw, stated that the average speed of answer on the 800 number is about 19 minutes so far this year, with monthly trends showing improvement.
While Hassan raised concerns about staffing cuts and service disruptions due to technology upgrades, Commissioner Bisignano emphasized the need for a digital-first approach to improve customer service. He acknowledged the agency’s low ranking in employee satisfaction and stated his commitment to enhancing technology systems and employee morale.
In her letter, Hassan requested real-time data on callback times and wait times, as well as specific information on Social Security processing times for various benefits. She highlighted the impact of service disruptions on beneficiaries in New Hampshire, where a significant portion of the population relies on Social Security.
As the SSA faces scrutiny over performance metrics and service delivery, stakeholders are calling for transparency and accountability to ensure that Americans receive the assistance they need. The agency’s response to these concerns will be closely monitored as it works to improve customer service and streamline operations.
**This article was written by Charles Creitz, a reporter for Fox News Digital, covering media, politics, and culture. Charles is a Pennsylvania native and a graduate of Temple University with a B.A. in Broadcast Journalism. For story tips, contact charles.creitz@fox.com.**
