Improve the customer experience by reducing the wait time for an initial disability claim decision. By September 30, 2025, achieve an average processing time for initial disability claims of 215 days¹ and decide 92 percent of pending initial disability claims that begin the fiscal year 180 days old or older.

¹This target is also a budgeted workload measure.

Improve the customer experience by reducing the wait time¹ to answer the phone on the National 800 Number.

By September 30, 2025, achieve an average speed of answer of 12 minutes² including implementation of estimated wait time and call back options.³

¹Wait time is measured by the average speed of answer (ASA), which is measured from the time the call enters the queue until the call is answered by an agent. It does not include time spent in self-service.

²SSA will continue to evaluate this aspirational goal as the agency gains experience with a new phone system and monitors the impact of a current FY 2024 hiring freeze on the number of phone agents.

³This target is also a budgeted workload measure.

Improve equity in the SSI program by increasing underpayment processing of our oldest and highest priority cases, including those disproportionately impacted by poverty.

By September 30, 2025, complete 98 percent of SSI underpayments that have been identified as priority cases or pending for a year or more at the beginning of fiscal year 2024.