The Social Security Commissioner returns to the allegations of Warren’s mismanagement

The Trump Administration Commissioner on Monday withdrew from the criticism of “bad governance”, leveled by Sen. Elizabeth WarrenD-Mass., Against the Agency’s changes in their customer service practices.

Frank Bisignano, Commissioner of Social Security Administration (SSA), responded to Warren’s criticism in a letter viewed exclusively by Fox Business before its release. He defended the changes in the administration and wrote that SSA “was experiencing a turn of customer service after four years of long waiting time and recorded a backlog in the Biden administration.”

“While welcoming your recent interest in customer service in SSA and countless correspondence you have sent my predecessor and me after President Trump took office on January 20, 2025, it struck me how little you were corresponding to the agency,”

The Commissioner said Warren did not write to his predecessors from the Biden era to turn to the worsening waiting times, which Bisiniano said he reached the highest route in November 2023, or concerns raised by SSA employees in the work-of-life surveys.

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“With a new office administration and improvement of the board in efficiency data due to strong leadership, world -class management and a new approach that technology uses, you now declare that SSA has a customer service crisis.

Included Bissyano’s letter Data Showing that the average response speed of the SSA national 800 number has improved from 27.6 minutes in the fiscal 2024, until 20 minutes on October 5, 2024 to May 7, 2025, a period. It further improved to 10.4 minutes from May 8 to July 25 and was even faster at about 4.6 minutes in the period July 21-25, according to his letter.

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It also included data on SSA field offices, which show that waiting time varies between 28.3 and 30.9 minutes in the fiscal 2024, but decreased to 26.3 minutes in the first quarter of the fiscal year 2025. This trend continued through Q2, decreasing to 21.4 minutes from January to March.

Bissyano’s letter also shows that the lag of Initial claims of disability has been reduced to about 936,000 hanging cases-implication by 26% compared to the highest road from 1.269 713 in June 2024.

“In all our services indicators, the evidence is clear: better management is to improve the customer experience of phones, in the field offices and online. Nothing in the data supports the irresponsible claims of bad management and crisis for customer service in SSA,” he writes.

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The Commissioner added that his staff was available to analyze the actual cases in which Warren claimed the agency Customer service has been dropped, invites her to work with SSA to deal with the potential problems in the cases she has raised.

Bissyano invited Warren to meet with him on a visit to SSA field office in Massachusetts On August 22, he wrote: “I recognize the transformation in customer service that has been happening in SSA has been unthinkable for many years. I want to see the progress we have achieved first -hand, as well as the hard work performed by our specialized civil servants.”

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