Appointments Growing (and Lines Shrinking) for Social Security Cards and Other Services
Reading Time: 2 MinutesLast Updated: December 12, 2024
In recent years, some Social Security offices saw lines getting longer, in some cases lasting hours. In 2024, we started to tackle this, renewing our commitment to better customer experiences.
Over the summer, about 50 offices in Georgia and Florida began an effort to help customers make appointments instead of waiting in line. Many customers signed up and the long lines shrunk by about 30 minutes, resulting in a better overall experience for everyone. After seeing this success, we quickly expanded the effort to about 400 offices.
Over the past month, Social Security has been working to scale this approach nationwide as we enter the New Year, helping even more customers take advantage of predictable appointments that help prevent long, in-office lines.
So far, we’ve seen a jump from 9 percent to 23 percent in customers who walk in with an appointment instead of waiting in line. Importantly, half of Social Security Number card services are now made by appointment. We’re still working out some kinks, but we’re also seeing a significant reduction in wait times being reported at more and more offices, including shortening of lines that too often developed before offices opened in the morning and fewer instances of lines having to be cut off in the late afternoon.
Most importantly, a growing number of customers are saying they appreciate the predictability of an appointment, with customer service scores above 80%. This progress reflects the fact that appointment-based service is becoming a norm and expectation from customers of many local, state, and federal agencies.
“From the time my appointment was scheduled for, I was only there for 10 minutes,” said a customer in Orlando. “The location was secure, clean, and easy to navigate. Employees were helpful and friendly. It was truly a 5-star experience and greatly exceeded my expectations.”
A customer in Denton, Texas, said something similar: “I had an appointment and was in and out in a matter of 10 minutes!”
Customers can still wait in line if they can’t or don’t want to make an appointment. SSA staff at local offices are being particularly mindful of vulnerable populations, people with disabilities, and other groups needing specialized or immediate attention when they walk in.
We’ll keep spreading the word that customers can schedule an appointment by calling their local office (recommended) or 800-772-1213, which also has a call-back feature. We will continue to expand capabilities and awareness of our growing number of secure online services. (Tip: This fact sheet has things you can do through your my Social Security account at any time, 24/7.)
We’ll keep tracking our progress and adjusting local office operations – we know one size doesn’t fit all. Our commitment will always remain focused on ensuring customers are getting the best possible service.
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Tags: appointments, online services, services
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Carolyn W. Colvin, Acting Commissioner of Social Security
Acting Commissioner of Social Security
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Sylvia H.
I went to the Medford, Or office. I was greeted by an armed officer who only recited what I was not to bring into the office. I confirmed and asked if I could enter. At entry there was just a small sign that said here is a kiosk. I went to the kiosk and got a number. I sat for a long while and watched both window employees leave (break?) when they returned one announced that if you are waiting without an appointment you need to leave an make an appointment. That goes against the information in this blog. I left and called the number and after a 6 minute advisory tried to state that I needed to make an appointment to the automated system. It didn’t understand and repeatedly told me how to appoint a representative and encouraged me to hang up. After I finally said a magic combo of city and appointment I was offered a 120 minute wait. I drive to a parking lot and waited 120 minutes. Never connected. I went home and I’m currently on hold for 60 minutes and counting. We should be able to make a local appointment online. I used to be able to reach the office directly and it was easy. What works in one state is not best for every city and state.
Jimmie R.
No comment at this time!!!
B W.
I am glad the appointment system works for some. My experience says it does not. I have called the Buffalo office in Las Vegas numerous times, listened to the spiel ask if I wanted to spaek to the next available rep and when you enter the appropriate number the recording says “all of our agents are currently busy. Try your call later. Good Bye” and disconnect the call. I have also received numerous calls from people trying to set up appointments that state they have call the national number, sat on hold for 2-3 hours just to have the call disconnect. There has to be a better way.
S.S.
Hello B W. We are sorry to hear this. You can submit feedback by visiting our Contact Social Security webpage. Once there, select the “Email Us” link. This will take you to the “Email A Question to our Support Team” form, where you can complete and submit a compliment, complaint, or suggestion. In the meantime, we have forwarded your note to our colleagues in Nevada. We hope this helps.
donald m.
hes right you have to wait three hours to get through to make an appointment if you cant access your account washington becoming more full 9of malarky by the day
MajJohn
Your experience is typical, waiting in vain or for hours to make an appointment is hardly better than waiting in line. SSA tracks the # of hangups that happen because people can’t get through, but you’ll never see that figure.
Even this headline about some people applying for SSI is clickbait. Just try to find that blog. SSA’s services are never going to improve until they address staffing shortages.