Frank Bisignano takes over SSA – major changes for 73 million beneficiaries include increased payments for certain categories of pensioners, tighter enforcement of overpayment recoveries, reinstated withholdings on various debts, and more. Following an audit and criticism from DOGE – the agency is expected to undergo digitization, roll out digital Social Security IDs, and modernize its service infrastructure.
More on SSA’s New Leadership and Full-Scale Transformation
Former Fiserv CEO Frank Bisignano was officially sworn in as commissioner of the SSA, and his strategy is expected to align with the Trump administration’s objectives as well as the guidelines of the Department of Government Efficiency (DOGE).
One of the key changes is the implementation of the Social Security Fairness Act, which went into effect in January 2025 and provides increased monthly benefits for individuals who receive pensions from work not subject to Social Security payroll taxes (such as teachers, firefighters, police officers, and individuals with foreign employment histories). The law also repeals the previously active Windfall Elimination Provision and Government Pension Offset, and includes retroactive payments starting from January 2024. According to the SSA, the total amount of retroactive adjustments has exceeded $14.8 billion and affected more than 2.2 million individuals. However, for some beneficiaries whose cases cannot be processed through automation, payments may take a year or longer to be issued.
While this may be good news for some, others may face new difficulties. The SSA has reinstated a stricter policy on overpayment recoveries. This means that as of April 2025, new overpayment notices carry a default withholding rate of 50% of the monthly benefit (compared to just 10% in previous years). The SSA explains this by stating that a higher withholding rate could recover up to $7 billion over the next decade. However, some experts have expressed concern that withholding 50% of a benefit may lead to immediate financial hardship for vulnerable recipients.
Another major policy change is the reinstatement of federal student loan collections as of May 5. Social Security benefits may now be withheld through the Treasury Offset Program, and similar withholdings may apply in cases of court-ordered debts (such as child support, alimony, and taxes), as well as IRS recoveries related to overdue federal tax liabilities.
All of this comes alongside infrastructure changes. The SSA is rolling out a new telecommunications platform intended to improve call handling and reduce delays. At the same time, likely in response to issues flagged by DOGE, the agency has shifted some processes back to in-person formats — including registration for new beneficiaries. This creates significant challenges for older adults and individuals with disabilities who may now be required to visit SSA offices in person every year.
There’s another side to this: for the procedures that remain available online — such as updating direct deposit information — identity confirmation now requires multi-step online authentication. An estimated 42% of older adults lack reliable broadband access, and the multi-factor verification process is too complex for many beneficiaries. As Maria Freese of the National Committee to Preserve Social Security and Medicare noted:
“The vast majority of his current customer base cannot transact financial business through anything other than face-to-face contact in an office or on the telephone, and they have to be prepared to accommodate that.”
Still, digitization is expected to bring some simplification. The SSA plans to launch a digital Social Security ID in mid-2025, accessible via the My Social Security portal. This feature will allow users who have lost their paper card or forgotten their number to access their SSN online, including for purposes not directly related to SSA services.
Conclusion
The direction remains unclear. If the DOGE principles are to be followed, the system should become more streamlined and efficient. However, the guidelines currently being implemented do not entirely reflect that goal.
Some initiatives may prove helpful, while others warrant further examination — particularly in how they will function in practice and whether they may create more problems than they resolve.
