The Social Security Administration (SSA), under the direction of President Donald Trump, has unveiled a sweeping set of reforms aimed at boosting transparency and operational efficiency.
The changes have drawn a backlash, as they come at a time in which the SSA is pursuing significant workforce reductions, voluntary departures and staff reassignments.
The agency’s announcement of its new “transparency initiatives” includes major changes to identity verification requirements, public disclosures of internal decision-making and detailed reporting on customer service metrics like call wait times.
SSA’s New Transparency Measures
“President Trump has been clear that good government must serve the People,” Lee Dudek, the agency’s acting commissioner, said in a statement shared on Monday. “This begins with being transparent in how its government makes decisions and operates as good stewards of the resources entrusted to it.”
Donald Trump at the White House in Washington on March 24, 2025. Donald Trump at the White House in Washington on March 24, 2025. Pool via AP
Dudek is serving in an interim role until Trump’s nominee, Frank Bisignano—the current chief executive of fintech firm Fiserv—can be confirmed by the Senate.
The SSA has already begun publishing weekly operational reports and summaries of agency decisions, available both on its website and via a new YouTube channel. The goal, according to the agency, is to help the public understand the complexities of its work and provide “an honest and transparent view of wait times” and other service challenges.
These disclosures come at a time of heightened tension within the agency. The SSA had recently threatened a temporary shutdown following a judge’s order that restricted employees of the so-called Department of Government Efficiency (DOGE) from accessing citizens’ private data. In a statement to MarketWatch, the SSA sought to clarify that the agency would remain open and operational, but noted the constraints imposed by the court order.
What Changes Are Being Made to Social Security?
At the heart of the SSA’s latest policy shift is a crackdown on identity verification fraud. Starting March 31, individuals applying for benefits or updating direct deposit information must either authenticate through their “my Social Security” online account or verify their identity in person at a field office.
According to the SSA, these steps are necessary to prevent identity theft from personal information “readily available on the dark web.”
“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 said on its newly created FAQ page. The agency clarified that the change does not affect individuals already receiving benefits unless they seek to modify their payment information.
Only those applying for new cash benefits or attempting to change how those benefits are deposited will need to go through the enhanced identity verification process. The SSA has posted detailed instructions on how to provide documentation both for adults and for children.
In addition to identity verification reforms, the SSA is undergoing a major internal restructuring. It confirmed last month that it would reduce its workforce from 57,000 to 50,000 employees. So far, nearly 2,500 employees have been deemed eligible for voluntary separation, with more than 2,200 already set to be reassigned to direct service roles, according to MarketWatch.
The Associated Press reported similar figures, saying the SSA plans to lay off at least 7,000 people from its workforce of about 60,000, with reductions potentially reaching 50 percent at SSA headquarters and regional offices.
Office leases are being terminated across multiple states, and some reassignments may be involuntary, requiring retraining. Critics, including advocacy groups and Democratic lawmakers, argue that the cuts will lead to field office closures and service delays.
“The Social Security Administration is already chronically understaffed. Now, the Trump Administration wants to demolish it,” said Nancy Altman, president of the advocacy group Social Security Works, speaking to the Associated Press. “Field offices around the country will close. Wait times for the 1-800 number will soar.”
Altman added that workforce reductions “will deny many Americans access to their hard-earned Social Security benefits,” particularly in underserved or rural communities.
The SSA has acknowledged service delays in its call centers. Dudek stated in a press release that Americans are waiting too long, despite efforts by dedicated telephone representatives. “People deserve to know the wait time challenges they will face if unable to use the agency’s secure and convenient online services,” he said.
The SSA’s cost-cutting measures also include ending leases for office space deemed under utilized. According to the agency’s own disclosures, most closures affect only small sections of larger offices, though critics argue that any reduction in physical service centers could exacerbate accessibility issues.
What’s Next
As the SSA moves forward with its reforms, attention is turning to the Senate confirmation of Bisignano, who is expected to carry forward Trump’s vision for a more tech-driven, efficiency-focused agency.
“A plan like this will result in field office closures that will hit seniors in rural communities the hardest,” Senator Ron Wyden said, as reported by the AP.
