The Social Security Administration has removed critical performance data from its website, drawing sharp criticism from advocates and retirees who say the move hides declining service levels tied to recent DOGE cuts, the Washington Post reported.
The Social Security Administration (SSA) has stopped publicly reporting real-time call wait times, benefits processing speeds, and other customer service metrics, which critics say obscures worsening conditions following staff cuts and system reorganizations under the Trump administration.
The agency quietly removed a public dashboard earlier this month that allowed customers to monitor call center performance and benefit claim processing timelines, according to archived versions of the site. The new version of the webpage offers a much narrower set of statistics. It encourages users to rely on its online portal rather than field offices or phone lines, services that many elderly and disabled Americans still depend on.
The statistics page removal took place on June 6. Subsequently, a placeholder notice indicating website maintenance was displayed until the new, more restricted metrics page was launched shortly thereafter.
Among the now-absent data are key metrics such as the current call wait time, number of callers on hold, benefit processing timelines, and details on disability appeals. The new dashboard does not provide historical context or allow for trend comparisons. Instead, it offers basic figures such as the number of automated calls and average speed to answer, with figures current only through the last reported month.
"It’s a shame that now they are trashing the trust that the public should have in numbers that are timely and accurate and real," said Martin O’Malley, a former Maryland governor who served as Social Security commissioner under President Joe Biden.
The cutbacks come amid efforts to modernize the SSA under Commissioner Frank Bisignano, who said in a statement that his "top priority is to turn the Social Security Administration into a model of excellence — one that operates at peak efficiency."
A spokesperson added that Bisignano is focused on transforming the SSA into a "digital-first" agency to handle routine requests online and reserve staff resources for complex cases.
However, advocates argue that the strategy disregards real-world limitations.
"If they think this lack of transparency will fool the American people, they’re in for a surprise," said Social Security Works' Alex Lawson, executive director. "People notice when they can’t get an appointment because their local field office has lost half its staff."
According to the newly updated webpage, the average wait for a field office appointment now stands at 34 days. The agency also reported that 72 percent of customers had been served by phone this year, with an average wait of 19.2 minutes. However, none of this data includes specific regional breakdowns or processing timelines for retirement or disability claims.
Trump’s administration defended the changes. White House spokeswoman Elizabeth Huston stated that the president "is leading the most transparent administration in history" and said the SSA is being streamlined to serve taxpayers better.
Jim Thomas ✉
Jim Thomas is a writer based in Indiana. He holds a bachelor's degree in Political Science, a law degree from U.I.C. Law School, and has practiced law for more than 20 years.
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