MW The Social Security Administration offers plan of 'transparency and accountability' after recent chaos

By Alessandra Malito

Agency gives updates on identity verification, call times and workforce changes

The Social Security Administration on Monday made an effort to explain and defend some recent changes made by the agency that it said would boost its "transparency and accountability."

The announcement provided details on its weekly operational reports, agency actions as well as call wait times and workforce figures.

This move comes days after the acting commissioner made comments in news reports threatening to shut down the agency temporarily in response to a judge's order to halt employees of the so-called Department of Government Efficiency from accessing sensitive personal information of U.S. citizens.

Read: The Social Security Administration will not shut down, says acting commissioner, following DOGE-related court order

"President Trump has been clear that good government must serve the people. This begins with being transparent in how its government makes decisions and operates as good stewards of the resources entrusted to it," Leland Dudek, the agency's acting commissioner, said in a statement. "With this guiding principle in mind, Social Security is taking several important steps to increase transparency and accountability in order to help others understand our agency's work and the complexities we navigate."

See: Social Security is on a path to privatization, experts warn, led by Elon Musk's 'DOGE'

As part of this effort, the Social Security Administration, or SSA, created a webpage on its website on Monday with questions and answers pertaining to its newest identity-verification processes, which must now be done online with a "my Social Security" account or in person.

For example, the SSA says, under the question "How do the new identity verification procedures protect me?," that it is strengthening the process because personal identifiable information can be found on the dark web. "That information makes it too easy for bad actors to get past antiquated knowledge-based questions," it said. "Using Social Security's online services to prove identity or, if needed, in person, prevents bad actors from stealing current and future benefits."

The SSA also said not everyone needs to prove their identity - only those who are applying for cash benefits or changing direct-deposit information. "People will continue to receive their benefits and on schedule to the bank-account information in Social Security's records without needing to prove identity," the SSA said on its new webpage. It also explains how people can prove their identity or a child's, including what is acceptable evidence.

Beyond moving identity verification to online or in person, the Social Security Administration has been making other major changes. It announced last month it would reduce its workforce from 57,000 employees to 50,000. So far, almost 2,500 employees have been confirmed to be eligible for voluntary separation, which includes a one-time payout, and another 345 agreed to deferred resignation, placing them on paid administrative leave. More than 2,200 employees will also be reassigned on a "flow basis."

Critics of the SSA's latest actions have argued the agency is moving toward privatizing components of the program. Others, including former commissioners, say reducing its workforce will cause longer delays in customer service and perhaps eventually benefits.

Dudek is acting commissioner until Trump's nominee, Frank Bisignano, is confirmed. Bisignano, who is currently chief executive of fintech company Fiserv $(FI)$, has his confirmation hearing on Tuesday.

Read more: Could Social Security go private? Senators are grilling Trump's pick to lead the agency.

-Alessandra Malito

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March 24, 2025 19:08 ET (23:08 GMT)

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