Washington D.C. — In a sweeping address to SSA staff, newly appointed Social Security Commissioner Frank Bisignano laid out an ambitious roadmap to overhaul the agency using artificial intelligence, improved digital services, and private-sector-style efficiency — all while reassuring employees that mass layoffs are not part of his immediate plans.
Bisignano, a former JP Morgan Chase executive with deep roots in the financial technology sector, made clear that the SSA is moving into a “digital-first” era. His vision includes deploying AI to handle inquiries on the SSA’s often-criticized phone system, rebuilding the SSA website to deliver faster service to retirees and disability claimants, and enhancing data security in the wake of the 2023 breach that exposed more than 270 million Social Security numbers.
The commissioner emphasized that while AI and automation will be implemented to manage the rising workload, there are no current plans for a reduction in force. However, he also noted that employee productivity expectations would increase. “If I wake up and say we can run SSA with 20,000 employees, we’ll be 20,000. If we need 80,000, then we’ll go to 80,000,” he told managers, adding that finding the right staffing level will be based on performance and need.
One of Bisignano’s most immediate goals is integrating artificial intelligence into the SSA’s customer service system — particularly its phone lines — to reduce long wait times and improve consistency in answers. “The phone has to have artificial intelligence to do the work,” he said. “Half the people have to call twice just to get the right answer.”
Another major priority is revamping the SSA’s online services so more Americans can resolve their Social Security questions and claims without having to visit field offices. Bisignano stated bluntly, “We’re never going to be client-first if we’re not digital-first in this era. People expect Amazon-level service, and that’s what we need to provide.”
While Bisignano said he doesn’t anticipate immediate budget shortfalls, he made it clear he is willing to request additional funds from the Trump administration for IT upgrades and new tech personnel if needed. “We spend a boatload of money on tech already, but we can make our technologists better too,” he added. He also confirmed that internal modernization efforts are already underway, led by the Department of Government Efficiency (DOGE), whose role in SSA operations has raised some concern among former leadership.
The new commissioner acknowledged SSA’s historically low employee morale, citing last year’s federal employee satisfaction surveys that ranked SSA at the bottom among large agencies. But he said improving workplace satisfaction wouldn’t come from “more cookies or balloons” but from giving employees meaningful roles, streamlined tools, and a renewed mission.
Bisignano also responded to criticisms from former Commissioner Martin O’Malley, who warned in March that the SSA was heading toward a possible “system collapse” due to tech integration issues and management disarray. O’Malley had voiced concern that reliance on external partners like DOGE was leading to outages and late payments. Bisignano dismissed those claims, insisting the agency will improve performance metrics and work toward a steady, resilient future.
He also took aim at the SSA’s worsening public image and internal performance indicators. “You walk past screens that are red with low scores and you’re numb to it,” he told managers. “We’ve got to do something about that red. We’ve got to win.”
The commissioner wrapped up his remarks with a mix of optimism and realism, acknowledging the massive challenges ahead. “We’re going to be good. I really don’t like losing. I like winning,” he said. “I want this to be historic and it can be.”
But beyond internal reforms and AI rollouts, Bisignano hinted at a deeper structural concern that could challenge the long-term future of Social Security — the nation’s falling fertility rate. Fewer young workers mean fewer people paying into the system, which could jeopardize benefits for future generations. “You can automate SSA all you want, but if people aren’t having kids, the system can’t sustain payouts in 20 years,” he warned.
While Bisignano’s AI-powered vision may modernize the agency and bring long-needed efficiencies, it won’t be a silver bullet for the systemic financial issues facing the program. With mounting debt, demographic shifts, and economic uncertainty, the real test will be whether technology can do more than speed up claims — and help preserve the very foundation of Social Security itself.