Gregg Albach
May 4, 2026
SSA Commissioner Frank Bisignano delivered in person remarks during the General Session, joined by Jay Ortis, Chief of Disability Adjudication. Commissioner Bisignano expressed deep appreciation for the representative community, emphasizing that SSA and representatives are “in business together” and that their work is essential to the disability adjudication process. Since his appointment in 2025, his primary focus has been improving service delivery and reducing wait times. He highlighted significant progress in SSA’s digital transformation:
Commissioner Bisignano also noted that when he took office, SSA’s website was intentionally offline for 29 hours each week. It is now available 24/7. He reiterated that while AI will inevitably play a role in SSA operations, it will never be used as the final decision maker in disability determinations.
Addressing concerns about staffing reductions, the Commissioner emphasized that SSA still employs approximately 50,000 federal employees, with another 12,000 working in state Disability Determination Services. Only 6% of SSA transactions occur in field offices, and the agency now has more technology staff than ever before. He reaffirmed his commitment that no field offices will be closed.
Commissioner Bisignano and Jay Ortis are collaborating on an integrated, nationwide disability process aimed at reducing processing times, maintaining quality, and preserving multiple hearing modalities: in-person, telephone, and Microsoft Teams. Currently, 90% of hearings occur by phone or Teams. Jay Ortis expanded on operational improvements:
SSA is also piloting a streamlined process for claims that do not require physician review, specifically non-mental health, non-child cases. To date, 120,000 decisions have been issued under this model, with a 95.8% quality score.
One of the most anticipated developments is the launch of Appointed Representative Online Services (AROS). This new platform will consolidate existing representative portals and provide immediate access to claimant files, payment information, and detailed case status data. AROS is expected to launch in 2027.
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