The Social Security Administration (SSA) is entering a new era. The government has confirmed a Major Shake Up that will restructure the agency, change leadership roles, and move toward digital-only payments. These changes are part of a broader plan to modernize Social Security and improve efficiency.
For the more than 68 million Americans who depend on monthly benefits, these updates raise questions about service delivery, accessibility, and what the future of Social Security looks like. Here is what you need to know about the new rules, leadership structure, and payment system.
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| Change | Details |
|---|---|
| Workforce Cuts | SSA workforce reduced by 12%, down to ~50,000 staff |
| Leadership Restructure | New executive leadership team created |
| Key Operations | Split into Field Operations, Processing Centers, and Digital Service |
| Payment Updates | Paper checks end after Sept. 30, digital-only focus |
| Service Improvements | Shorter wait times, 24/7 account access, faster response rates |
Why a Major Shake Up Was Announced
Since early 2025, the SSA has faced growing pressure due to budget cuts and reduced staff. In February, the agency confirmed plans to shrink its workforce by 12%, bringing staffing levels to their lowest in five decades.
Critics, including advocates and former SSA officials, warned this could delay benefit processing. However, SSA Commissioner Frank Bisignano argued that a digital-first approach, paired with new leadership, would improve service despite fewer employees.
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The New Leadership Structure
A cornerstone of this Major Shake Up is the creation of an executive leadership team. According to the SSA, this group is designed to increase accountability, boost performance, and bring decision-making closer to the front lines.
Key Leadership Positions:
- Chief of Staff & Risk Officer: Chad Poist
- Chief Actuary: Karen Glenn
- Chief Communications Officer: Nicholas Perrine
- Chief of Field Operations: Andy Sriubas
- Chief of Digital Services: Stephen Evangelista
- Chief Financial Officer: Thomas Holland
- Chief of Security and Resiliency: Jessica Taylor
By combining experienced career employees with new appointees, the SSA hopes to balance continuity with fresh ideas.
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Restructuring SSA Operations
Previously, most SSA functions were grouped under a single “Operations” branch. Under the new system, responsibilities are divided into three areas:
- Field Operations – Handles direct interactions with the public at offices.
- Processing Centers – Manages claims and benefit adjustments.
- Digital Service – Expands and improves online account access.
Additionally, all security programs — information, physical, and personnel — are consolidated into a single security organization, giving it more oversight and control.
Moving Toward Digital-Only Payments
Another major shift is the push to eliminate paper checks. Following a presidential executive order, the SSA announced that after September 30, 2025, most beneficiaries will no longer receive paper checks. Instead, payments will be delivered through:
- Direct deposit into bank accounts
- Direct Express® debit cards for unbanked individuals
While this change increases efficiency and reduces fraud, exceptions will remain for those unable to access digital banking. Vulnerable groups will still be allowed to receive paper checks when necessary.
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Service Improvements Under the New Plan
Despite staff reductions, the SSA has highlighted several service improvements under the Major Shake Up:
- National 800 Number wait times dropped from 30 minutes in 2024 to single digits in 2025.
- Field office wait times decreased by 30%.
- Online access expanded to 24/7 for “my Social Security” accounts, eliminating nearly 29 hours of weekly downtime.
These improvements are designed to prove that modernization can outweigh staff reductions.
Concerns from Advocates
While officials highlight progress, some advocates remain cautious. They fear digital-only payments may exclude older Americans without internet or banking access. Others worry that reducing staff during a time of growing retiree numbers could still cause future delays.
The SSA has promised to maintain exceptions for those unable to transition and to expand outreach to ensure no one loses access to their benefits.
What This Means for Beneficiaries
For current beneficiaries:
- Payments will continue, but many must adjust to electronic transfers.
- Online account management is now more important than ever.
- Wait times for service should improve, though results may vary by region.
For future retirees:
- Expect more digital tools and less reliance on in-person visits.
- Service delivery will rely heavily on technology and automation.
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It involves workforce cuts, a new leadership team, digital-only payments, and expanded online services.
Paper checks will mostly end after September 30, 2025, though exceptions remain for those unable to use digital banking.
SSA Commissioner Frank Bisignano oversees the team, which includes chiefs for operations, digital services, finance, and security.
Beneficiaries will get faster access to accounts, real-time updates, and 24/7 service availability.
The SSA insists that technology and automation will offset staff reductions, though some advocates remain concerned.
The Major Shake Up at Social Security represents a bold move toward modernization. While staff reductions raise concerns, the agency’s shift to digital services, expanded leadership, and elimination of paper checks mark a significant transformation.
For millions of Americans, the challenge will be adapting to a more digital system. Whether this improves or complicates access will depend on how well the SSA balances efficiency with inclusivity in the years ahead.