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President Donald Trump’s nominee to oversee the challenged Social Security Administration informed senators on Tuesday that he would promptly enhance customer service and reduce the agency’s payment error rate, all while safeguarding Americans’ private information.
The ambitious commitments, including a vow to significantly decrease the time taken to answer phone calls, arise as Social Security faces considerable staff reductions due to Elon Musk’s Department of Government Efficiency’s review while it deals with persistent customer service shortfalls.
Frank Bisignano, who serves as the CEO of Fiserv, the largest payments and financial technology firm globally, was consistently pressed by both Republican and Democratic senators during his confirmation hearing with the Senate Finance Committee regarding the long-standing difficulties their constituents face with Social Security, which provides monthly payments to over 73 million seniors, individuals with disabilities, and others.
“I don’t think this will take years,” he remarked regarding the enhancements he intends to implement. “There are many issues we can resolve within the first year, and that is my expectation.”
If confirmed, Bisignano would lead an agency undergoing a significant and tumultuous reorganization instigated by the Trump administration and DOGE. Already short-staffed, Social Security is grappling with the exit of thousands of employees, many possessing extensive institutional knowledge, while aiming to reduce its workforce by 7,000 individuals, or 12%. The agency is also implementing major changes to its services which may compel more customers to visit its offices at a time when it aims to close down several locations.
These actions have raised alarms among former officials and advocates, who warn that those reliant on the agency might struggle even more with inquiries, claims, and benefits approvals. Some caution that the agency’s intricate computer systems could fail, disrupting benefit disbursements.
Democratic senators pressed the nominee with claims that Trump and Musk are attempting to undermine the agency through unfounded allegations of fraud and service breakdowns, so the administration can reduce benefits and privatize Social Security, a goal for some Republicans. Bisignano sidestepped these inquiries, asserting that he has never heard the president mention privatization and that Trump remains committed to safeguarding the program.
Furthermore, Bisignano assured Democratic lawmakers that he would safeguard Americans’ private information after they expressed concerns about DOGE’s access to sensitive records. A federal judge recently prohibited the agency from allowing DOGE representatives access to data containing personally identifiable information, and Social Security’s acting commissioner confirmed on Monday that DOGE members’ access to these systems has been revoked.
Bisignano announced that he would leverage his extensive experience in the financial sector to revitalize Social Security. He vowed to enhance telephone services, expedite the processing of disability claims, and significantly reduce the agency’s improper payment rate, which currently stands at less than 1%.
“Having phone wait times exceeding 20 minutes is unacceptable, and that’s the reason why only 46% of calls are answered—people get discouraged and hang up,” he addressed the senators. “I believe we can reduce that to under a minute.”
Bisignano indicated that technology could be a key driver in improving services—utilizing artificial intelligence to assist customer service representatives by equipping them with the necessary information. However, he also acknowledged that enhancements might not necessitate increasing staff numbers.
Senators from both parties expressed apprehension about DOGE’s plans to close local offices, but Bisignano stated that such decisions would rest with him.
“I do not intend to shut down field offices, but I have yet to analyze the matter thoroughly, making it challenging to commit to anything,” he remarked.
In response to an inquiry from Oregon Senator Ron Wyden, the ranking Democrat on the committee, to grade DOGE’s recent performance at the agency, Bisignano seemed to attribute the turmoil to acting commissioner Leland Dudek, who had previously been a mid-level staff member at Social Security. Trump promoted Dudek last month after he admitted to collaborating with Musk’s team, and Dudek has since initiated many of the contentious changes at the agency.
“I’m not sure if this is a DOGE issue. I believe it’s a leadership issue,” Bisignano stated.
However, several advocates for Social Security were not swayed by Bisignano’s assurances during the hearing, highlighting that he did not renounce the DOGE-led reforms at the agency.
“Alarmingly, Bisignano would not commit to terminating Musk and DOGE’s interference with SSA, nor to reversing any of their contentious policies,” stated Max Richtman, CEO of the National Committee to Preserve Social Security and Medicare, in a statement.
This story has been updated with additional information.
