From the Washington Post
The Social Security Administration
website crashed four times in 10 days this month, blocking millions of retirees
and disabled Americans from logging in to their online accounts because the
servers were overloaded. In the field, office managers have resorted to
answering phones at the front desk as receptionists because so many employees
have been pushed out. But the agency no longer has a system to monitor
customers’ experience with these services, because that office was eliminated
as part of the cost-cutting efforts led by Elon Musk.
And the phones keep ringing. And
ringing.
The federal agency that delivers
$1.5 trillion a year in earned benefits to 73 million retired workers, their
survivors and poor and disabled Americans is engulfed in crisis — further
undermining its ability to provide reliable and quick service to vulnerable
customers, according to internal documents and more than two dozen current and
former agency employees and officials, customers and others who interact with
Social Security.
Financial services executive Frank
Bisignano is scheduled to face lawmakers Tuesday during a Senate
confirmation hearing as President Donald Trump’s pick to become the permanent
commissioner. For now, the agency is run by a caretaker leader in his sixth
week on the job who has raced to push out more than 12 percent of the staff of
57,000. He has conceded that the agency’s
phone service “sucks” and acknowledged that Musk’s U.S. DOGE
Service is
really in charge, pushing a single-minded mission to find benefits fraud
despite vast evidence that the problem is overstated.
The turmoil is leaving many
retirees, disabled claimants and legal immigrants who need Social Security
cards with less access or shut out of the system altogether, according to those
familiar with the problems. “What’s going on is the destruction of the agency
from the inside out, and it’s accelerating,” Sen. Angus King (I-Maine) said in
an interview. “I have people approaching me all the time in their 70s and 80s,
and they’re beside themselves. They don’t know what’s coming.” […]
https://www.washingtonpost.com/politics/2025/03/25/social-security-phones-doge-cuts/
[Led by Trump and overseen by Musk], the Social Security Administration
(SSA) is taking steps to enhance the security of its services by
implementing identity verification procedures. The updated measures
will further safeguard Social Security records and benefits against fraudulent
activity. Over the next two weeks, SSA will carefully transition to stronger
identity proofing procedures for both benefit claims and direct deposit
changes.
Individuals seeking these services who cannot use their personal my Social Security account, which requires online identity proofing, will then need to visit a local Social Security office to prove their identity in person.
At the same time, the agency will expedite processing all direct deposit change requests – both in person and online – to one business day. Prior to this change, online direct deposit changes were held for 30 days. “Americans deserve to have their Social Security records protected with the utmost integrity and vigilance,” said Lee Dudek, Acting Commissioner of Social Security. “For far too long, the agency has used antiquated methods for proving identity. Social Security can better protect Americans while expediting service.”
The agency’s two-week transition
plan includes training frontline employees and management about the new policy
and careful monitoring of policy compliance. At the conclusion of the
transition period, on March 31, 2025, SSA will enforce online digital identity
proofing and in-person identity proofing. SSA will permit individuals who do
not or cannot use the agency’s online my Social Security services to start
their claim for benefits on the telephone.
However, the claim cannot be
completed until the individual’s identity is verified in person. The agency
therefore recommends calling to request an in-person appointment to begin and
complete the claim in one interaction. Individuals with and without an appointment
will need to prove identity before starting a transaction. Individuals who do
not or cannot use the agency’s online my Social Security services to
change their direct deposit information, can visit a local office to process
the change or can call 1-800-772-1213 to schedule an in-person appointment.
SSA recently required nearly all
agency employees, including frontline employees in all offices throughout the
country, to work in the office five days a week. This change ensures maximum
staffing is available to support the stronger in-person identity proofing
requirement.
SSA plans to implement the
Department of Treasury’s Bureau of the Fiscal Service’s payment integrity
service called Account Verification Service (AVS). AVS provides instant bank
verification services to proactively and timely prevent fraud associated with
direct deposit change requests.
The agency will continue to monitor
and, if necessary, make adjustments, to ensure it pays the right person the
right amount at the right time while at the same time safeguarding the benefits
and programs it administers.