"Enter Frank Bisignano. The Jamie Dimon protegee had a storied career in banking, and was appointed to lead SSA last spring (he has since added the job of IRS CEO to his resume, which you can read about here.) But the changes he has quickly enacted at SSA-drawing heavily on his time in the private sector-are real, and they're impressing even the Administration's fiercest critics."
"One of Bisignano's first moves was to ensure that people could access the My SSA.gov website 24/7. "When I took over, I learned that the site was down 29 hours a week or 17% of the time," Bisignano told Fortune in a lengthy interview. "It was supposed to be 'off hours.' But it wasn't off hours for our recipients in Hawaii or the West Coast." Bisignano quickly rallied his engineering team to get the site running around the clock."
Social Security experienced a leadership crisis as four commissioners and acting commissioners cycled through the agency between December 2023 and the current leader's Senate confirmation on May 6. Departures followed intense congressional criticism over poor phone and in-person service to beneficiaries. Frank Bisignano, a Jamie Dimon protegee with a banking background who later added the IRS CEO role, enacted rapid operational changes drawing on private-sector experience. He restored MySSA.gov to 24/7 availability after finding it was down 29 hours weekly, and revamped the automated phone system. Average hold times fell markedly—June down to 13 minutes from 20—and continued declining thereafter.
Read at Fortune
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