Social Security website experiences downtime due to persistent DOGE-related disruption at the agency
The Social Security Administration (SSA) is making significant strides in enhancing both digital accessibility and phone service under the leadership of Commissioner Bisignano, who has been in office since May 2025. The SSA is advancing a digital-first strategy, focusing on improved service delivery to the public.
Notable improvements include the increased reliability and accessibility of the my Social Security online account, allowing for 24/7 access and over half a million transactions in just three weeks. This digital improvement aims to reduce the reliance on phone service.
Regarding phone services and accessibility, the SSA has made significant advancements. Average phone wait times have been reduced from 30 minutes to single digits, and phone systems have been upgraded to handle 30% of calls instantly through automated technology. Moreover, 90% of calls are now resolved via self-service or callbacks, easing phone traffic. These changes also ensure more consistent service regardless of which office answers the call, thanks to recent system updates removing location-based service constraints.
Initially, the SSA proposed restricting phone access for four routine services by requiring online identity verification through My Social Security accounts. However, after feedback and discussions, including from advocacy groups such as AARP, the SSA has rolled back this plan. Now, using the verification system remains optional, ensuring people without online accounts or who prefer not to use digital tools can still access services by phone without forced visits to local offices.
Concerning website accessibility and compliance with ADA/WCAG standards, while the SSA has not publicly detailed specific new website accessibility changes, the broader web and government digital services environment in 2025 is under increasing pressure to meet robust ADA and WCAG standards to serve people with disabilities and avoid legal risk. The SSA’s digital-first approach and emphasis on improved, accessible online services align with this trend, but ongoing website and app accessibility require continuous audits and updates to remain compliant.
However, the SSA is currently facing ongoing backlash due to its announced policy changes, including the proposed closure of numerous SSA offices, service disruptions on the Social Security website, and controversies surrounding Elon Musk's public disparagement of the agency. The SSA is investigating the cause of the service disruptions and has disputed reports that it would be closing field offices across the country.
In a significant event, the SSA announced the permanent closure of one hearing office in White Plains, NY, which is one of the largest in New York state and the only one in Westchester County. The agency is also investigating the cause of the service disruptions on the Social Security website, which has experienced service disruptions over the past week, blocking millions of users from logging in.
Amidst the backlash, the SSA partially retracted the policy change for retirees applying for Social Security Disability Insurance, Medicare, or Supplemental Security Income. The closure of the White Plains office is a significant event, as it is one of the largest in New York state and the only one in Westchester County.
Despite the controversies, the SSA remains committed to its digital-first strategy, aiming to improve online accessibility while maintaining inclusive phone service. The nixing of phone-based identity verification is a testament to this commitment, ensuring that people without online accounts or who prefer not to use digital tools can still access services by phone without forced visits to local offices.
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