Credit: Abe McNatt via The White House
Few Americans think of bureaucratic government agencies a being particularly advanced technologically or operationally – especially when it comes to support and access to answers. Outdated and inefficient systems were largely the catalyst for drastic agency cutbacks implemented by the Trump administration and DOGE. But, ironically, the quest for efficiency has experts warning that already-poor CS is getting much worse.
Sounding the CS alarm: AARP is warning older Americans about a 'startling and sudden decline' in Social Security customer service as they attempt to understand new policies. President Trump pledged he would 'not cut one penny' from Social Security, the administration’s staff reductions—7,000 fewer positions from the SSA’s 57,000-person workforce—and proposed office closures are rattling seniors.
The scope: Nearly 73 million Americans collect monthly benefits, including about 56 million age 65 or older, and advocates note that support demand has never been higher. At the center of the controversy is a new SSA rule requiring certain beneficiaries to confirm their identity in person if they need to update bank information or file new claims. The rule, set to begin in mid-April, could bring 75,000 to 85,000 extra weekly visitors to SSA offices already stretched thin by staff cuts and limited phone service.
Potential tech glitches: Compounding these concerns are reports of potential website glitches and broader technology overhauls. While the White House and SSA deny imminent risk, some experts point to the complexity of rewriting millions of lines of code on a tight schedule, warning benefits could be disrupted.
Future financial fears: Many policy experts warn that these customer service challenges distract from Social Security’s looming financial shortfalls, which may seriously affect benefits over the next decade if Congress fails to act.