The United States Social Security Administration (SSA) is going through one of the most complicated moments in its recent history. With more than 74 million beneficiaries, the federal social security system is facing a service crisis that affects thousands of people every day. Amid the growing demand for services, widespread delays and a lack of staff have become constant, making it even more difficult for citizens to manage their procedures.
This crisis is compounded by a decision that has caused a wave of criticism. The disappearance of data on wait times and benefit processing deadlines from the SSA portal. This change, which took effect at the beginning of June 2025, has left beneficiaries without the information that previously allowed them to know the status of their procedures.
The removal of SSA's key metrics
SSA, in a surprising move, has removed from its website the public statistics that showed the agency's performance. These indicators, such as call wait times and benefit processing deadlines, provided users with a clear view of how the system worked. The removal of this data was confirmed by Internet Archive, which has recorded the changes on the portal.
The new SSA portal recommends that users use the website to complete their procedures, but it doesn't mention alternatives for those who depend on in-person service. This has caused great concern among older adults, a vulnerable group that, in its vast majority, isn't familiar with managing procedures online.
The impact of staff cuts
The staff cuts imposed by Donald Trump's administration through the U.S. Department of Efficiency have made the situation even worse. The elimination of jobs has caused a collapse in local offices, increasing delays in benefit approvals. In addition to long phone waits, the lack of human resources has resulted in many requests not being handled on time.
Public policy and social security experts point out that SSA was already working at the limit of its capacity. However, the recent changes and staff reductions have brought it to a critical point. The agency is now in a more complicated situation than ever.
Criticism over the lack of transparency
The removal of metrics from the SSA portal has been harshly criticized. Martin O'Malley, former Social Security Commissioner during the Biden administration, has described the measure as "institutional opacity." According to O'Malley, the removal of this essential data destroys public trust in the system, since citizens no longer have access to accurate and up-to-date figures about the services.
Retiree advocacy organizations have also expressed their concern. They warn that the lack of transparency could affect the public perception of the system and make it even more difficult to solve urgent problems.
Official response from SSA
In response to the criticism, a SSA spokesperson has indicated that the agency is conducting a review to improve the user experience. SSA explained that the temporary removal of the metrics is part of this process. However, it wasn't specified when the public indicators will be restored or when beneficiaries will once again have access to detailed information about wait times and processing deadlines.
This latest change from SSA has caused rejection among beneficiaries, especially at a time when they're facing delays and difficulties accessing services. As an official response is awaited, millions of citizens are waiting for a solution that will ensure greater transparency and efficiency in the social security system.