The new head of the Social Security Administration is looking to get call wait times down to “single digits,” as part of this strategy to make the agency a “digital-first organization.”
An SSA official told Federal News Network that the agency’s monthly average call wait time dropped from 30 minutes in January to just about 12 minutes in May, when including callers who were given a “callback” option and didn’t…
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https://federalnewsnetwork.com/it-modernization/2025/05/ssa-will-get-call-wait-times-down-to-single-digits-using-ai-commissioner-tells-employees/
