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Frank Bisignano, a seasoned financial executive and former CEO of Fiserv, has been confirmed by the U.S. Senate as the new Commissioner of the Social Security istration (SSA) in a 53-47 vote.
His appointment comes at a pivotal time for the agency, which serves over 70 million Americans and is undergoing significant changes under the Trump istration's Department of Government Efficiency (DOGE), led by Elon Musk.
Bisignano's confirmation has been met with both and criticism. Republicans praise his extensive experience in financial services, citing his leadership roles at Citigroup, JPMorgan Chase, and Fiserv as assets for modernizing the SSA.
Democrats and advocacy groups, however, express concerns over his ties to DOGE and the potential implications for data privacy and benefit security. During his confirmation hearing, Bisignano addressed these concerns, stating, "I am going to do whatever is required to protect the information that is private."
Focus on Reducing Errors and Improving Services
One of Bisignano's primary objectives is to reduce the SSA's payment error rate, which currently stands at approximately 1%.
He emphasized the importance of accuracy, stating, "That's a very high payment processing error rate," and described it as "five decimal places too high." To achieve this, he plans to leverage artificial intelligence and other technological advancements.
In addition to addressing payment errors, Bisignano aims to enhance customer service by reducing wait times for phone and expediting the processing of disability applications. He acknowledged the current challenges, noting that only about 46% of calls are answered, and expressed a goal to "get that to under a minute."
He also highlighted the potential of AI to assist customer service representatives in providing timely and accurate information.
Bisignano's commitment to improving the SSA's operations extends to addressing overpayment issues. He stated, "I'm going to make sure that we recover all the money we should recover, but on the other hand we have to be humans in the process, too."
This approach aims to balance fiscal responsibility with comion for beneficiaries who may be affected by overpayment recoveries.
Despite assurances, skepticism remains among some lawmakers and advocacy groups. Senator Ron Wyden of Oregon questioned Bisignano's involvement with DOGE prior to his confirmation, citing a whistleblower letter alleging that Bisignano had been briefed on key SSA operations and personnel decisions.
Bisignano denied these claims during his hearing, asserting that he had not been involved in discussions with DOGE between his nomination and confirmation.
As Bisignano assumes leadership of the SSA, he faces the challenge of implementing technological and operational improvements while maintaining the trust of beneficiaries and safeguarding sensitive personal information. His tenure will be closely watched by both ers and critics as the agency navigates this period of transformation.