The Social Security Administration reported achieving the best overall performance in its history during fiscal year 2026, driven by increased reliance on digital services and process improvements.
The agency said it achieved double-digit improvements across service metrics. Average wait times on the agency's national 800 number dropped to 5.6 minutes in 2026 from 28 minutes in 2024, nearly an 80 percent improvement. The agency also maintained a zero percent busy rate over the last six months and achieved its highest answer rate in more than a decade.
Field office wait times fell by more than 30 percent compared to 2024, while the agency served nearly 30 million visitors nationwide. For the first time, every field office caller had access to an automated self-service option, the SSA said.
Online transaction volume increased to more than 571 million in 2026, up 30 percent from 2024. The agency's "my Social Security" account platform grew to more than 105 million registered users, up 20 percent from 2024.
Disability claim processing improved, with the average processing time for initial claims shortened by 40 days compared to 2024. The agency also reduced its backlog of initial disability claims by 23 percent—from nearly 1.2 million at the end of 2024 to 911,000 by the end of 2026. Average wait times for hearing appeals fell by 72 days since 2024.
The improvements were attributed to expanded interactive voice recognition technology that handled 40 percent of incoming calls, and increased website availability. The SSA said it eliminated 29 hours of weekly website downtime, enabling uninterrupted access to personal accounts.