The report, issued in response to a July inquiry from Sen. Elizabeth Warren (D-Mass.), examined how SSA calculates its call wait-time data.

Auditors credited the improvements in the Social Security system to a new telephone customer service system, changes in ...

The Social Security Administration has stopped publishing key customer-service metrics, which will make it more difficult to track whether performance is improving or eroding over time. As a result, ...

The Social Security Administration’s acting inspector general has opened a review of the agency’s call center wait times and its ability to deliver services to Americans. The investigation was ...