Episode Details

Social Security is still reeling from massive workforce cuts that left it short-staffed and overwhelmed—despite new tech pushes and appointment system upgrades. Commissioner Frank Bisignano champions automation and digital transformation, but current and former employees say morale is low and operations are stretched thin. While phone wait times improved, scheduling for new claims has slowed in many regions, and unions warn that shifting staff to phones disrupts critical in-person services. The agency highlights wins like faster disability processing and nationwide scheduling tests, but advocates fear these changes may hurt those with complex cases.

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