Social Security administration navigates changes under new leadership

[UNITED STATES] The Social Security Administration (SSA) has entered a new era of leadership, with veteran financial executive Frank Bisignano officially sworn in as commissioner this week.

Bisignano’s appointment follows a flurry of reforms implemented during the first 100 days of the Trump administration, many spearheaded by the Department of Government Efficiency (DOGE). As the former CEO of Fiserv, Bisignano brings decades of experience in financial technology and operations, taking charge at a pivotal time for the agency, which faces increasing demand from an aging population and persistent concerns over the program’s long-term financial health.

Advocacy groups have reacted with cautious optimism, pointing to Bisignano’s background in modernizing financial systems as a potential asset in updating SSA’s legacy infrastructure.

With nearly 73 million Americans relying on monthly Social Security benefits, forthcoming changes could significantly impact how recipients access services.

New Law Expands Benefits for Millions

One of the most notable changes stems from the implementation of the Social Security Fairness Act, which took effect in January. The law boosts monthly benefits for nearly 3 million retirees who also receive pensions from employment not covered by Social Security payroll taxes. These individuals, previously subject to the Windfall Elimination Provision (WEP) and Government Pension Offset (GPO), will now receive higher monthly checks and retroactive lump-sum payments dating back to January 2024.

The reform is a major win for public-sector workers—including teachers, police officers, and firefighters—who have long criticized the WEP and GPO as punitive. Although the law enjoys bipartisan support, some experts warn that it may further strain the already precarious Social Security Trust Fund, projected to face depletion by 2035 without legislative action.

Benefit increases vary widely, with some retirees receiving as much as $1,000 more per month. SSA reports that more than $14.8 billion in retroactive payments have been distributed to over 2.2 million individuals so far. However, not all cases can be automated, and some payments may take more than a year to process.

Overpayment Recovery Policy Sparks Controversy

Overpayments—often resulting from administrative errors—remain a persistent challenge for SSA. When overpayments occur, recipients are required to repay the excess, often through deductions from future benefit checks. In 2023 alone, SSA recouped more than $4.7 billion in overpaid benefits, according to the Government Accountability Office.

The agency’s handling of overpayments has come under bipartisan scrutiny, with lawmakers calling for greater transparency and procedural safeguards. Some have proposed capping repayment demands or requiring SSA to establish fault before withholding payments.

Under the Biden administration, SSA reduced the default withholding rate for overpayments to 10% of monthly benefits—or $10, whichever is greater—citing financial hardship concerns. However, under the Trump administration, the agency reversed course, announcing in March a return to the 100% withholding rate. This policy shift aimed to recover approximately $7 billion in the next decade.

Following public backlash, SSA issued an emergency directive in April reducing the default withholding rate to 50% for retirement, survivors, and disability insurance benefits. The 10% rate remains in place for Supplemental Security Income (SSI) recipients. Despite the rollback, advocates warn that even a 50% withholding rate could leave vulnerable beneficiaries in dire straits.

Additional Withholding Measures Resumed

On May 5, the federal government resumed efforts to collect on defaulted federal student loans. Through the Treasury Offset Program, Social Security payments may now be garnished for overdue student debt, tax refunds, child support, alimony, and other legal obligations.

Customer Service Woes Continue Amid Staffing Crisis

Accessing SSA services remains a significant hurdle for many. Beneficiaries continue to report long hold times on SSA’s toll-free number and issues navigating the website, which has experienced intermittent outages.

These challenges are not new but have been worsened by staffing shortages. The agency has lost nearly 10% of its workforce since 2020 due to budget cuts and attrition. An inspector general’s report recently found that field office wait times have doubled in some areas, disproportionately affecting older adults and individuals with limited internet access.

In response, Bisignano has committed to expanding hiring and training efforts. However, experts caution that rebuilding capacity will take time.

SSA is also updating its telecommunications system, aiming to improve call management and expand self-service options. The agency expects to complete the upgrade by the end of summer, with early data showing improvements in response times.

Fraud Prevention Measures Add Barriers

Efforts to combat fraud have led to new requirements for in-person services. Under directives from DOGE, certain services previously handled by phone—such as updating direct deposit information—must now be conducted either in person or online, a move expected to result in nearly 2 million additional in-office visits annually.

Online updates require multi-step verification, including multi-factor authentication and one-time PIN codes. AARP data shows that approximately 42% of older adults lack consistent broadband access, raising concerns about digital exclusion.

Some exceptions exist. Individuals may still update direct deposit information over the phone if they can verify their identity online. However, critics argue the process remains too complex for many elderly and disabled Americans.

Despite these changes, instances of direct deposit fraud remain rare—less than 0.01% of benefits are misdirected, according to the Center on Budget and Policy Priorities.

Digital ID Rollout on the Horizon

Looking ahead, SSA plans to introduce a new digital identification system starting this summer. The initiative, part of a larger federal modernization push, will allow users to access their Social Security numbers through the “My Social Security” portal—particularly useful for those who’ve lost their cards or forgotten their numbers.

The digital ID will be secured with encryption and multi-factor authentication. Eventually, SSA hopes the system will support electronic benefit verification for purposes such as housing and lending applications.

Advocates stress the importance of maintaining accessible alternatives. “Most of SSA’s clientele still depend on face-to-face or telephone interactions,” said Maria Freese of the National Committee to Preserve Social Security and Medicare. “The agency must ensure those channels remain functional.”

As Commissioner Bisignano begins his tenure, he faces the complex task of modernizing a critical federal agency while ensuring that millions of beneficiaries aren’t left behind.