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Washington Post
10 hours ago
- Business
- Washington Post
Social Security stops reporting call wait times and other metrics
Social Security has stopped publicly reporting its processing times for benefits, the 1-800 number's current call wait time and numerous other performance metrics, which customers and advocates have used to track the agency's struggling customer service programs. The agency removed a menu of live phone and claims data from its website earlier this month, according to Internet Archive records. It put up a new page this week that offers a far more limited view of the agency's customer service performance. The website also now urges customers to use an online portal for services rather than calling the main phone line or visiting a field office — two options that many disabled and elderly people with limited mobility or computer skills rely on for help. The agency had previously considered cutting phone services and then scrapped those plans amid an uproar. The changes are the latest sign of the agency's struggle with website crashes, overloaded servers and long lines at field offices after cost-cutting efforts led by Elon Musk's U.S. DOGE Service targeted the agency's customer service system. The decision to remove public-facing data drew sharp criticism from advocates who said that it will make it more difficult to assess how the agency is performing for its 74 million beneficiaries. Former Maryland governor Martin O'Malley, who served as Social Security commissioner under President Joe Biden, said that public disclosure of data provided staff with an incentive for higher performance and held the agency accountable. 'It's a shame that now they are trashing the trust that the public should have in numbers that are timely and accurate and real,' O'Malley said. In response to questions about why the data was removed, a Social Security spokesperson who declined to be named said that as Social Security Commissioner Frank Bisignano 'continues to evaluate the agency, we are updating our performance metrics to better reflect the real experiences of the people we serve and highlight the fastest ways our customers can get service. The agency will determine if additional information will be provided at a later date.' The spokesperson also provided a statement from Bisignano that said his 'top priority is to turn the Social Security Administration into a model of excellence — one that operates at peak efficiency.' The spokesperson said Bisignano aims to make Social Security a 'digital-first' agency, and the agency wants to encourage customers to use the online portal so staff can focus on more complex cases. Alex Lawson, executive director of the Social Security Works advocacy group, said the data removals 'hide how much they've destroyed the system's customer service.' 'If they think this lack of transparency will fool the American people, they're in for a surprise,' Lawson said. 'People notice when they can't get an appointment because their local field office has lost half its staff. When checks and decisions are delayed. When they get the runaround from an AI chatbot on the phone, instead of getting to talk to a real person.' In response to the criticism, White House spokeswoman Elizabeth Huston said in a statement that President Donald Trump 'is leading the most transparent administration in history' and Bisignano 'is streamlining the Social Security Administration to deliver more efficient and better service for American taxpayers.' Among the performance metrics now withheld was a 'live data' section with current call wait time, callback wait time, number of callers waiting on hold and the number of callers waiting on callback. The new website now shows only the percentage of calls and number of calls handled through automation, the average speed to answer and the total number of customers served. That data is only available for the fiscal year through the last month that data is available. And while the previous dashboard allowed users to click on data points and see trends over time, the new page does not show historical data. The dashboard says that nearly 42 percent of calls — or 27.2 million — were handled through automation in the current fiscal year through the last completed month. In contrast, the Social Security spokesperson said 5 percent — or 2.9 million calls — were handled through automation in the same period in the prior year. The data does not identify what month was used. It took an average of 19.2 minutes to answer calls and 72 percent of customers were served over the phone in this fiscal year through the last available month, the dashboard shows. The current tracker now provides one new statistic about in-person visits: that the average time to wait for an appointment at a field office is 34 days. The page says 'very few services require you to visit a field office' and customers are encouraged again to use the online portal. However, that statistic is a national average and does not help retirees and those with disabilities assess what wait times might be like in their area. Pages with information about the processing times for retirement, survivor, disability and Medicare benefits are now gone, as well as pages about the time it takes to reconsider disability decisions and process appeals. There is no reference to disability benefits on the new page. Another agency webpage does have some historical data about claims available to download. Rich Couture, a spokesman for the largest federal workers union, American Federation of Government Employees (AFGE), said the loss of 10 percent of the agency's workforce has taken a 'toll on already overworked employees.' 'Removal of real-time performance data from SSA's website will only obscure the impact of the cuts and chaos on public service,' he said in a statement. One Social Security employee, who works in a claims processing center and who spoke on the condition of anonymity for fear of retaliation, said she suspects the erased webpages indicate an attempt to hide exploding call times and service backlogs piling up under the second Trump administration. She noted that, in her experience under Trump so far, it is taking at least double the time to process a claim than it did under Biden. She sits near colleagues who handle international calls, she said, and often overhears co-workers tell callers that actions will take 15 to 30 business days to process. She attributed the slowdown to mismanagement driven in part by DOGE, which slashed the agency's staff, hampered its ability to spend and driven down efficiency by enacting massive staff reorganizations. 'Them removing that type of data off the website about processing times doesn't surprise me, because we're so behind on things being processed,' the employee said. 'It's really a mess right now, everything is so far backed up.' The agency took down the data performance page on June 6 and replaced it with a message that the website was under maintenance until Monday, according to Internet Archive records compiled by the Strategic Organizing Center, a coalition of unions, and independently verified by The Washington Post. The altered page was then published with fewer statistics and with the added language about using the online portal. 'The fastest way for customers to get service is through my Social Security, which gives you immediate access to important information and tools, putting you in control of your time,' the new website reads. The page also says that the wait time to access online services is '0 minutes' and lists the number of transactions completed online, the count of customers who got replacement cards through the website and the percent of customers who filed for retirement benefits online. The website also says 'if you are thinking of calling us' there's a list of actions you can complete online without having to make the call. Kathryn Locatell, a 68-year-old in Placerville, California, whose 73-year-old husband receives Social Security payments, scoffed at the webpage's updated suggestion that applicants should forgo phone calls in favor of an online portal. She noted that her town is filled with elderly people who do not use smartphones, some of whom cannot even access the internet. When Locatell has visited her local Social Security office, she said she found it filled with older men and women who often wait hours to be seen. 'It's sad,' she said. 'Using an online portal just isn't going to happen in this community … I know it from my personal experience. My husband doesn't use the internet at all.' Across the country in Chapel Hill, North Carolina, 76-year-old Joan Garnett, for whom Social Security payments are the primary form of income, was also struggling to understand why the agency would revise its website. She, too, thinks it unrealistic that elderly people will be able to use the portal. And she finds it disturbing that Social Security would take down data on its own performance serving customers. 'The government should be transparent in how they function,' she said. 'If you can't check on things, how do you know it's functioning right?'
Yahoo
29-05-2025
- Business
- Yahoo
Wolters Kluwer to acquire global legal software provider Brightflag
PRESS RELEASE Wolters Kluwer to acquire global legal software provider Brightflag Alphen aan den Rijn – May 29, 2025 – Wolters Kluwer Legal & Regulatory has signed an agreement to acquire Brightflag, a fast-growing, cloud-based provider of AI-powered legal spend and matter management software, for approximately €425 million in cash. The acquisition will strengthen Wolters Kluwer Legal & Regulatory's presence among mid-size corporations in the U.S. and Europe. Wolters Kluwer Legal & Regulatory ELM Solutions traditionally serves large corporations and their law firms. Founded in 2014, Brightflag is an AI-powered legal operations platform designed to streamline matter management, control legal spend, and enhance collaboration between corporate legal departments and outside counsel. The company has 155 full-time employees who will join Wolters Kluwer's Legal & Regulatory division. Martin O'Malley, CEO of Wolters Kluwer Legal & Regulatory: 'Today's legal professionals require innovative solutions that drive greater efficiency while optimizing their legal matters and spend. We are excited to welcome Brightflag to Wolters Kluwer, where together we will continue to lead the way in AI-powered legal technology tailored to the evolving demands of corporate legal departments." Ian Nolan, CEO and Co-Founder of Brightflag: 'Since our founding, Brightflag has been committed to revolutionizing legal spend and matter management through AI-driven innovation. Wolters Kluwer shares our vision for leveraging advanced technology to enhance legal operations, and we look forward to working with the Wolters Kluwer Legal & Regulatory team to accelerate the future of legal solutions.' In 2024, Brightflag revenues increased 36% to reach approximately €22 million (un-audited), and, as of April 2025, the company had attained €27 million of ARR (annual recurring revenue). Brightflag revenues are approximately 95% recurring in nature and approximately 60% from U.S. customers. The acquisition is expected to achieve a return on invested capital (ROIC) at or above Wolters Kluwer's after tax weighted average cost of capital (8%) in its fifth full year of ownership. In the near term, the acquisition is expected to have an immaterial impact on Wolters Kluwer adjusted earnings. The transaction is subject to customary closing conditions and is expected to be completed in June 2025. ### About Wolters KluwerWolters Kluwer (EURONEXT: WKL) is a global leader in information solutions, software and services for professionals in healthcare; tax and accounting; financial and corporate compliance; legal and regulatory; corporate performance and ESG. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with technology and services. Wolters Kluwer reported 2024 annual revenues of €5.9 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,900 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX, Euro Stoxx 50 and Euronext 100 indices. Wolters Kluwer has a sponsored Level 1 American Depositary Receipt (ADR) program. The ADRs are traded on the over-the-counter market in the U.S. (WTKWY). For more information about Wolters Kluwer, please visit: or follow us on LinkedIn, Facebook, YouTube and Instagram. About BrightflagBrightflag's AI-powered enterprise legal management (ELM) platform provides Chief Legal Officers, General Counsel, and heads of legal operations with visibility into work and spend, tools that improve productivity, and insights needed to operate strategically. Brightflag customers benefit from automatic monthly software updates and a proactive, consultative customer service team whose mission is to make them better month after month and year after year. Media Investors/Analysts Stefan Kloet Meg Geldens Associate Director Vice President Global Communications Investor Relations press@ ir@ m: +31 612 223 657 Forward-looking Statements and Other Important Legal InformationThis report contains forward-looking statements. These statements may be identified by words such as 'expect', 'should', 'could', 'shall' and similar expressions. Wolters Kluwer cautions that such forward-looking statements are qualified by certain risks and uncertainties that could cause actual results and events to differ materially from what is contemplated by the forward-looking statements. Factors which could cause actual results to differ from these forward-looking statements may include, without limitation, general economic conditions; conditions in the markets in which Wolters Kluwer is engaged; conditions created by pandemics; behavior of customers, suppliers, and competitors; technological developments; the implementation and execution of new ICT systems or outsourcing; and legal, tax, and regulatory rules affecting Wolters Kluwer's businesses, as well as risks related to mergers, acquisitions, and divestments. In addition, financial risks such as currency movements, interest rate fluctuations, liquidity, and credit risks could influence future results. The foregoing list of factors should not be construed as exhaustive. Wolters Kluwer disclaims any intention or obligation to publicly update or revise any forward-looking statements, whether as a result of new information, future events or otherwise. Elements of this press release contain or may contain inside information about Wolters Kluwer within the meaning of Article 7(1) of the Market Abuse Regulation (596/2014/EU). Trademarks referenced are owned by Wolters Kluwer N.V. and its subsidiaries and may be registered in various countries. Attachment 2025.05.29 Wolters Kluwer to acquire global legal software provider BrightflagError in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
Forbes
20-05-2025
- Business
- Forbes
What To Know About The Social Security News And Rumors
Social Security's been in the news a lot lately. Changes definitely are afoot in the program, and more are likely to come. But there have been many rumors and allegations that aren't accurate. Early this year the Department of Government Efficiency announced that 10 Social Security offices would be closed and some employees would be laid off. Former Commissioner Martin O'Malley responded by stating that there would be a 'total system collapse' and the Trump administration was 'taking a wrecking ball to Social Security.' He also forecast that there would be interruptions in benefit payments. These were O'Malley's opinions and forecasts, not facts. It's worth mentioning that O'Malley is a former governor of Maryland, ran for President in 2015-2016 and ran to be chairman of the Democratic National Committee after the 2024 election. In other words, he's a partisan politician who probably still has national aspirations. Matters also weren't helped when then-Acting Social Security Commissioner, Leland Dudek, initially said there would be significant layoffs and office closures. He quickly retracted the comments. Dudek also stated that a court decision would require him to close the entire agency. The court had to issue a letter stating the interpretation was incorrect. The Social Security Administration issued a notice that there have been no permanent closings of local field offices and none are planned. At times, some local offices close temporarily because of weather or facilities issues, but they reopen after the issues are resolved. A hearing office (where beneficiaries appeal SSA decisions) in White Plains, N.Y. was closed. SSA also closed several small hearing rooms which had no employees assigned to them and weren't used. There have been staff reductions. In addition, more people are contacting SSA because of all the rumors and reports. SSA says call volume is up about 19%. That's led to significant waiting times on the main SSA telephone number and difficulty obtaining appointments at local offices. Because of the staffing and telephone issues, when possible take any action regarding Social Security online. There are some actions that can't be taken online, such as applying for survivor's benefits or changing personal information. For these actions, it's best to contact the local office directly instead of going through the main SSA number. DOGE required SSA to change how a person's identity is verified in certain situations, such as when a person applies for benefits or changes direct-deposit information. In those cases, a photo ID now is required, but a visit to an SSA office isn't. An alternative is to upload a photo of the ID through or a 'my Social Security' account on the Social Security website. An unfortunate consequence of all the rumors and news is that many people are applying for Social Security benefits earlier than previously planned, according to The Wall Street Journal. I continue to recommend not to accelerate benefit claims because of the stories that have come out this year or estimates of the demise of the Social Security trust fund. I think it's unlikely benefits will be reduced for anyone at or near retirement age. But even if benefits are reduced, it's better to have them cut from the higher level than at the lower level paid to those who claim early. In other Social Security news, SSN announced that this summer people with online Social Security accounts will have digital access to their Social Security numbers. This effectively is a digital Social Security card that can be used when people need to look up or prove their Social Security numbers. Those who have lost their cards won't have to apply for and wait to receive a physical card. The digital access to a Social Security card also means people won't have to carry physical cards and risk theft of the cards and their numbers.
Yahoo
10-05-2025
- Politics
- Yahoo
Locals in Tallahassee voice concerns over future of social security
Dozens gathered at The Moon for a town hall hosted by the Leon County Democrats to discuss the protection and future of social security. The event opened with a moment of silence in memory of Adner Marcelin, the late president of the Tallahassee NAACP. Former Social Security Administration Commissioner Martin O'Malley led the discussion on the future of social security, asserting that the Trump administration is spreading misinformation about the agency. "They are gutting its ability to deliver customer service at the level that you deserve since you paid for that your whole life. The other thing that they started doing very, very quickly is trying to wreck the reputation of the agency in the eyes of the people" he said. The former governor of Maryland continued with a presentation entitled "Win Back Our Country." Several local leaders joined the town hall including Leon County Commissioner Rick Minor, Leon County Democratic Party Chair Ryan Ray, Former Leon County Supervisor of Elections Ion Sancho and Democratic candidate for U.S. House of Rep. Florida District 2 Yen Bailey. The evening concluded with a Q&A session with community members voicing their concerns. One of the questions asked was "If I retire one day and I don't want or need my Social Security, can I cancel it or just let it go back in the pool?" When asked how the younger generation can get more involved , O'Malley responded that they should take action, wait and realize that nothing is permanent. The town hall concluded with attendees hugs and attendees shaking hands with O'Malley. This article originally appeared on Tallahassee Democrat: Locals in Tallahassee voice concerns over future of social security
