In early May, the Social Security Administration (SSA) announced a new online tool to track its performance on improving its customer service goals. Social Security Administration Commissioner Martin O’Malley, sworn into office in December 2023, launched Security Stat, an “agencywide cross-cutting performance management program” in February 2024. You can access the tracker at www.ssa.gov/SecurityStat.

“SecurityStat offers a new and unprecedented level of transparency for Social Security’s stakeholders and customers,” said SSA Commissioner O’Malley. “Now, on our new SecurityStat website, the public can easily view the progress we are making on certain priorities, like our 800 Number performance, average processing time for disability determinations, and average processing time for retirement, survivor, and Medicare benefit claims.”

The SSA announced one of its top goals is “to answer calls to the National 800 Number within an average of 12 minutes by the end of fiscal year 2025 while increasing the percentage of calls answered.” It noted immediate progress in this area, noting the average wait time has been reduced from nearly 41 minutes in November 2023 to just over 24 minutes.

To read more about SSA Commissioner O’Malley’s first 100 days in office, click here.