The Social Security Administration (SSA), which serves more than 70 million beneficiaries and delivers vital services to millions more every year, is experiencing a customer service crisis. Significant declines in SSA’s inflation-adjusted budget, combined with complex administrative burdens and the need to update information technology (IT) systems, has led to long wait times for basic services and large backlogs of disability insurance claims.

Because of current trends, people waiting for SSA to make a disability determination are experiencing significant economic and health hardships, including more bankruptcies, evictions, foreclosures, and greater health risks from delayed access to health insurance and a stable monthly income. In addition, such long wait times are shown to reduce new applications.

This report explores the causes of SSA’s service challenges, examines their impacts on people utilizing these services, and highlights ways to improve SSA performance.