社保局宣布2026财年服务表现创历史最佳：800号码平均等候降至5.6分钟、在线交易逾5.71亿次
美国社会保障局（Social Security Administration，SSA）10月23日在 Baltimore 发布新闻稿，宣布该局在2026财年取得建局以来最佳的整体服务表现。社保局称，在「数字优先」策略下，该局通过在线、电话与各地办事处等渠道服务公众，各项核心服务指标均实现两位数改善。
社保局局长 Frank J. Bisignano 表示：「在特朗普总统的领导下，我们正在为子孙后代保护并强化社会保障。社保局的数字优先策略正在推动全局变革性的改进与历史性的成果。我们在所有渠道提供更好、更快、更高质量的服务，同时守护我们项目的长期稳定。」
电话服务方面，全国800号码在2026财年的平均接听等待时间降至5.6分钟，较2024财年的28分钟改善近80%；过去六个月忙线率为零，接听率创十多年新高。社保局称，智能来电路由与扩展后的交互式语音应答技术分流处理了40%的来电。
线下办事方面，全国各地办事处的平均等候时间较2024财年缩短逾30%，全年接待近3,000万名到访者；社保局称，目前每一位拨打办事处电话的来电者都可使用自动自助服务选项，而2024财年时办事处尚无此类语音应答服务。
在线服务方面，社保局称已消除每周29小时的网站停机时间，公众可全天24小时访问个人「my Social Security」账户，过去一年因此增加逾1,000万次登录；2026财年在线交易量逾5.71亿次，较2024财年增长30%；注册账户持有人超过1.05亿，较2024财年增长20%。
残障申请处理方面，初次残障申请的整体平均处理时间较2024财年缩短40天、降幅17%；初次残障申请积压从2024财年末的近120万件降至2026财年末的91.1万件，减少23%；听证的年平均等候时间自2024财年以来缩短72天。
项目完整性方面，社保局称自2025年3月恢复财政部抵扣计划以来，已向信托基金追回6.45亿美元逾期债务；该局还完成了建局以来规模最大的社会保障号码数据库清理，修正近15%的现行号码、补入1,700万条此前缺失的死亡日期，并更新约2,500万条缺失公民身份信息的记录。社保局称，上述改进在2025财年为公众节省2亿小时等候时间，并自2024财年以来节省160亿美元，未结审计建议降至40年低点。
来源：GSM·美国
Social Security Administration Reports Best Performance in Agency History: 800 Number Wait Falls to 5.6 Minutes, Online Transactions Top 571 Million
The U.S. Social Security Administration (SSA) announced on October 23 in Baltimore that it achieved the best overall performance in the agency's history in fiscal year 2026. Under its digital-first strategy, SSA said it expanded its use of technology and process management to serve customers online, by phone, and in field offices, resulting in double-digit improvements in every service metric.
"Under the leadership of President Donald J. Trump, we are protecting and strengthening Social Security for generations to come," said Commissioner Frank J. Bisignano. "SSA's digital-first strategy is driving transformational improvements and historic results across the agency as we execute on our mission to be a premier service organization. We are delivering better, faster, higher-quality service across all channels while safeguarding the long-term stability of our programs."
On phone service, the average speed of answer on the National 800 Number fell to 5.6 minutes in fiscal year 2026, an almost 80 percent improvement from 28 minutes in fiscal year 2024. SSA said it maintained a zero percent busy rate over the last six months and posted its highest answer rate in more than a decade, with intelligent call routing and expanded interactive voice recognition technology handling 40 percent of calls.
In field offices, average wait times fell by over 30 percent compared with fiscal year 2024 while serving nearly 30 million visitors nationwide. SSA said every field office caller now has access to an automated self-service option, replacing the absence of such technology in fiscal year 2024.
Online, SSA said it eliminated 29 hours of weekly website downtime, enabling uninterrupted access to personal my Social Security accounts and resulting in over ten million additional logins over the past year. The agency completed over 571 million online transactions in fiscal year 2026, a 30 percent increase from fiscal year 2024, and surpassed 105 million registered my Social Security account holders, a 20 percent increase from fiscal year 2024.
On disability claims, SSA shortened the overall average processing time for initial disability claims by 40 days, or 17 percent, compared with fiscal year 2024. The initial disability claims backlog fell 23 percent, from nearly 1.2 million at the end of fiscal year 2024 to 911,000 at the end of fiscal year 2026, and the annual average wait time for a hearing decreased by 72 days since fiscal year 2024.
On program integrity, SSA said it returned $645 million in delinquent programmatic debt to the Trust Funds since resuming the Treasury Offset Program in March 2025. It also completed the most comprehensive Social Security number database clean-up in agency history, correcting nearly 15 percent of all active SSNs, adding 17 million previously missing dates of death, and updating approximately 25 million records that lacked citizenship information. SSA said the improvements saved the public 200 million hours in fiscal year 2025, generated $16 billion in savings since fiscal year 2024, and reduced open audit recommendations to a 40-year low.
Source: GSM, United States
来源：GSM·美国（原文链接）
图片来源：图：社会保障局总部园区（Woodlawn, Maryland）国家计算机中心翻新后的办公区。照片：美国总务管理局 GSA，公共领域，经 gsa.gov 图库。 / Renovated office space at the Social Security Administration's National Computer Center on its headquarters campus in Woodlawn, Maryland. Photo: U.S. General Services Administration, public domain, via gsa.gov.
