The Social Security Administration (SSA) is going through one of the biggest changes in decades. The government has announced a new structure, a leadership reshuffle, and a move toward digital-only payments starting this month.
These updates aim to modernize the system and improve efficiency. But many people are worried that the shift could also cause delays or confusion for millions of beneficiaries who rely on Social Security for their everyday needs.
This article will explain the major updates, including staffing cuts, the creation of a new executive leadership team, and the end of paper checks. Let’s break it down in simple words.
Why the Changes Are Happening
The SSA has been under pressure to deliver better service while cutting costs. Earlier this year, the agency announced it would reduce staff by 12%, lowering its workforce from 57,000 to about 50,000 employees. Critics, including former SSA officials, say this may hurt customer service.
Still, the SSA claims it has made improvements, such as shorter wait times, more online access, and better use of technology. Commissioner Frank J. Bisignano has called the SSA a “digital-first organization,” focusing heavily on automation and online tools.
New Structure at the SSA
The SSA is now dividing its operations into three clear categories instead of managing everything under one large department.
- Field Operations – Local offices that deal directly with the public
- Processing Centers – Handle applications and claims
- Digital Services – Manage online systems and technology
Alongside this, all security functions will be combined under one umbrella, covering data security, physical protection, and staff safety programs.
The Executive Leadership Team
The new executive leadership team will manage different areas of the SSA. According to the government, this is meant to bring leadership closer to frontline services and improve accountability.
Here’s the full list of the new SSA leaders:
| Position | Name |
|---|---|
| Chief of Staff & Chief Risk Officer | Chad Poist |
| Chief Actuary | Karen Glenn |
| Chief Communications Officer | Nicholas Perrine |
| Chief of Disability Adjudication (Acting) | Jay Ortis |
| Chief of Field Operations | Andy Sriubas |
| Chief of Processing Centers | Mark Quinlan |
| Chief of Digital Services | Stephen Evangelista |
| Chief Human Capital Officer | Florence Felix-Lawson |
| Chief Information Officer (Core Business) | Michael L. Russo |
| Chief Information Officer (Technology & Customer Products) | Aram Moghaddassi |
| Chief of Law, Policy, & Legislative Affairs | Mark Steffensen |
| Chief Financial Officer | Thomas Holland |
| Chief of Security & Resiliency | Jessica Taylor |
Commissioner Bisignano said that this team brings together both experienced staff and new talent, aiming for “optimal efficiency and world-class service.”
Digital-Only Payments
One of the biggest updates is that the SSA will stop sending paper checks after September 30, 2025. From October, beneficiaries must receive their payments electronically, either through direct deposit or prepaid debit cards.
However, exceptions will be made for the most vulnerable people who cannot switch to digital payments. This move is part of a federal initiative to modernize payment systems.
Service Improvements Reported
The SSA also shared some recent milestones:
- Call wait times dropped from 30 minutes last year to single digits now.
- Field office wait times are down by about 30%.
- The my Social Security account is now available 24/7, compared to frequent downtimes in the past.
These improvements show how much the agency is relying on technology and automation to handle millions of requests more smoothly.
The Social Security changes in 2025 mark a major shift toward modernization. With fewer staff, a new leadership team, and the end of paper checks, the SSA is betting on technology to deliver faster and more efficient services.
While the improvements are promising, concerns remain about whether all beneficiaries, especially older and vulnerable groups, will adapt easily to these updates.
The coming months will show if the SSA can balance digital transformation with the human support that millions of Americans still need.
FAQs
Paper checks will end after September 30, 2025. From October, payments will be electronic, but exceptions will be made for those who truly need paper checks.
The new structure is meant to improve accountability, bring leadership closer to services, and modernize how benefits are delivered.
Your benefit amounts will not change, but the way you receive them and how you access services may feel different.